Patent ID: 11863708
Assignee: AFINITI, LTD.
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 14:
15. An article of manufacture for 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 perform contact-agent pairing operations 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;
identify a plurality of agents;
determine a performance sensitivity measurement for each agent of the plurality of agents based on the historical contact-agent interaction data;
determine a first subset of agents of the plurality of agents and a second subset of agents of the plurality of agents based on the performance sensitivity measurement for each agent;
establish, by a routing engine of the contact center system, a communications channel between communication equipment of a first agent of the first subset of agents and communication equipment of a first contact based upon a first matching strategy; and
establish, by the routing engine of the contact center system, a communications channel between communication equipment of a second agent of the second subset of agents and communication equipment of a second contact based upon a second matching strategy.