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

Claim 14:
15. An article of manufacture for behavioral pairing in a contact center system comprising:
a non-transitory processor readable medium; and
instructions stored on the medium;
wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
obtain historical contact-agent interaction data for the contact center system;
determine 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;
determine a technical resource requirement metric of the contact center system;
determine 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;
determine 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
apply the second behavioral pairing strategy at the contact center system to determine contact-agent pairings.