Patent Document ID: 9888121
Application ID: 15377397
Patent Flag: 1

Claim One:
1. A method for behavioral pairing model evaluation in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, an ordering of a plurality of agents; determining, by the at least one computer processor, an ordering of a plurality of contact types; analyzing, by the at least one computer processor, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model; selecting, according to the pairing model, by the at least one computer processor, at least one agent-contact type pairing for connection in the contact center system to optimize performance of the contact center system attributable to the pairing model; determining, by the at least one computer processor, an expected performance of the contact center system using the pairing model; determining, by the at least one computer processor, new contact-agent outcome data; updating, by the at least one computer processor, the pairing model based on the new contact-agent outcome data; selecting, according to the updated pairing model, by the at least one computer processor, at least one agent-contact type pairing for connection in the contact center system to further optimize performance of the contact center system attributable to the updated pairing model; and determining, by the at least one computer processor, an updated expected performance of the contact center system using the updated pairing model.