Patent Document ID: 10142478
Application ID: 15785952
Patent Status: 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 perform behavioral pairing operations 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; applying, by the at least one computer processor, a behavioral pairing correction factor to the pairing model based on an expected distribution of contact-agent pairings for the pairing model; determining, by the at least one computer processor, an expected performance of the contact center system using the pairing model; outputting, by the at least one computer processor, the expected performance for comparison to at least one other expected performance of the contact center system determined using at least one other pairing model to optimize performance of the contact center system; and establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of a contact and communication equipment of an agent based at least in part upon the pairing model.