Techniques for behavioral pairing in a contact center system

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United States of America Patent

PATENT NO 11647119
SERIAL NO

17537966

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Abstract

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Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

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Patent Owner(s)

  • AFINITI, LTD.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Kan, Ittai McLean, US 47 794
Klugerman, Michael Richard Cambridge, US 10 367
Riley, Blake Jay Washington, US 12 201

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