Invention Application
- Patent Title: TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM
- Patent Title (中): 联系中心系统混合行为配对技术
-
Application No.: US14956086Application Date: 2015-12-01
-
Publication No.: US20170064081A1Publication Date: 2017-03-02
- Inventor: Zia CHISHTI , Vikash KHATRI
- Applicant: SATMAP International Holdings Limited
- Applicant Address: BM Hamilton
- Assignee: SATMAP International Holdings Limited
- Current Assignee: SATMAP International Holdings Limited
- Current Assignee Address: BM Hamilton
- Main IPC: H04M3/523
- IPC: H04M3/523

Abstract:
Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: ordering a contact; ordering a plurality of agents; applying, by at least one processor, a hybridization function to the ordering of the plurality of agents to bias a first strategy for pairing toward a second strategy for pairing; comparing, by the at least one processor and based on the hybridization function, a first difference in ordering between the contact and a first agent in a first pair with a second difference in ordering between the contact and a second agent different from the first agent in a second pair; and selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing.
Public/Granted literature
- US09781269B2 Techniques for hybrid behavioral pairing in a contact center system Public/Granted day:2017-10-03
Information query