Patent ID: 11936817
Assignee: AFINITI, LTD.
Field: Telecommunications (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 0:
1. A method for behavioral pairing in a contact center system comprising:
obtaining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, historical contact-agent interaction data for the contact center system;
determining, by the at least one computer processor, a first behavioral pairing strategy for the contact center system based on the historical contact-agent interaction data, wherein the first behavioral pairing strategy comprises a first plurality of parameters;
determining, by the at least one computer processor, a technical resource requirement metric of the contact center system;
determining, by the at least one computer processor, a first modification to at least one of the first behavioral pairing strategy and the first plurality of parameters based on the technical resource requirement metric;
determining, by the at least one computer processor, a second behavioral pairing strategy for the contact center system based on the first behavioral pairing strategy and the first modification, wherein the second behavioral pairing strategy comprises a second plurality of parameters, and wherein a performance of the second behavioral pairing strategy is less than a performance of the first behavioral pairing strategy; and
applying, by the at least one computer processor, the second behavioral pairing strategy at the contact center system to determine contact-agent pairings.