Techniques for hybrid behavioral pairing in a contact center system

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United States of America Patent

PATENT NO 11509768
APP PUB NO 20200382644A1
SERIAL NO

16996669

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Abstract

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Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.

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Patent OwnerAddress
AFINITI LTD50 CEDAR AVENUE CRAWFORD HOUSE HAMILTON HM 11

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Chishti, Zia Washington, US 167 7672
Khatri, Vikash Alexandria, US 30 195

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