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

Claim 0:
1. A method for 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;
identifying, by the at least one computer processor, a plurality of agents;
determining, by the at least one computer processor, a performance sensitivity measurement for each agent of the plurality of agents based on the historical contact-agent interaction data;
determining, by the at least one computer processor, 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;
establishing, 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
establishing, 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.