Patent ID: 11954523
Assignee: AFINITI, LTD.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 4:
5. A system for behavioral pairing in a task assignment system with an external pairing system comprising:
at least one computer processor communicatively coupled to and configured to operate in the task assignment system, wherein the at least one computer processor is further configured to:
transmit, to the external pairing system over an application programming interface, a control flag and a benchmark flag, wherein:
the control flag indicates whether a task-agent pairing in the task assignment system is to be based on a response by the external pairing system to a routing request sent by the at least one computer processor; and
the benchmark flag indicates whether the pairing of the task to the agent is to be based on one of a first pairing strategy and a second pairing strategy; and

receive, from the external pairing system, the task-agent pairing based on one of the first pairing strategy and the second pairing strategy, the task-agent pairing being based at least in part on the control flag and the benchmark flag, wherein the transmitting further includes transmitting events related to at least one of the task and the agent, and further wherein the task-agent pairing is further based on the events.