PATENT CLAIM ANALYSIS

Application Number: 16114511
Application Type: Utility
Filing Date: 2018-08
Publication Date: 2018-12
Patent Classification: ["379", "265020"]

Abstract:
Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system including determining results for a first plurality of contact-agent interactions, determining results for a second plurality of contact-agent interactions, and determining combined results across the first and second pluralities of contact-agent interactions corrected for a Yule-Simpson effect.

Claim (Index 14):
The system of  claim 9 , wherein the second pairing strategy comprises at least one of:\n a first-in, first-out (FIFO) pairing strategy, a performance-based routing (PBR) strategy, a highest-performing-agent pairing strategy, a highest-performing-agent-for-contact-type pairing strategy, a longest-available-agent pairing strategy, a least-occupied-agent pairing strategy, a randomly-selected-agent pairing strategy, a randomly-selected-contact pairing strategy, a fewest-contacts-taken-by-agent pairing strategy, a sequentially-labeled-agent pairing strategy, a longest-waiting-contact pairing strategy, and a highest-priority-contact pairing strategy.

Metadata:
- Claim Count in Document: 6.0
- Percentile: 96.0
- Lexical Diversity: 1.82927
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15633162', '15251591', '15807215', '15221698', '15691163']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5674276052647996
- 35 USC 102 Novelty (BERT): 0.5617401924521883
- Combined Prediction Score: 0.5668588639835385
- Mean Citation Score: 354.502882
- Max Citation Score: 445.3935
- Similarity Product: 390.4485198165177

Labels:
- Claim Label 101: 1
- Claim Label 102: 1
- Claim Label 103: 1
- Claim Label 112: 1
- Combined Label: 1
- Label 101 Adjusted: 1

Dataset: test