Patent ID: 9712676
Date: 2017-07-18
CPC Classifications: G06Q,H04M

Claim:
1. A method for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, among at least two pairing strategies; determining, by the at least one computer processor, a prior pairing of a first contact; selecting, by the at least one computer processor, a first pairing strategy of the at least two pairing strategies based on the prior pairing; pairing, by the at least one computer processor, the first contact to a first agent using the first pairing strategy; determining, by the at least one computer processor, a difference in performance between the at least two pairing strategies; and outputting, by the at least one computer processor, the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance of the contact center system may be realized using the first pairing strategy instead of another of the at least two pairing strategies.