- 专利标题: Techniques for behavioral pairing in a contact center system
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申请号: US16927007申请日: 2020-07-13
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公开(公告)号: US11316978B2公开(公告)日: 2022-04-26
- 发明人: Zia Chishti
- 申请人: Afiniti, Ltd.
- 申请人地址: BM Hamilton
- 专利权人: Afiniti, Ltd.
- 当前专利权人: Afiniti, Ltd.
- 当前专利权人地址: BM Hamilton
- 代理机构: Wilmer Cutler Pickering Hale and Dorr LLP
- 主分类号: H04M3/00
- IPC分类号: H04M3/00 ; H04M5/00 ; H04L12/66 ; H04M3/523 ; H04M3/51
摘要:
Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.
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