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公开(公告)号：US20240129407A1
公开(公告)日：2024-04-18
申请号：US18381903
申请日：2023-10-19
申请人： Afiniti, Ltd.
发明人： Ittai KAN , Ain CHISHTY , Blake Jay RILEY , Zia CHISHTI
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , G06Q10/063112 , H04M2203/402
摘要： A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent. The pairing module further comprises a contact/agent (C/A) pair selector that functions occasionally read the memory to obtain contact center information and then use the obtained contact center information to pair available agents with available contacts.
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公开(公告)号：US20220329695A1
公开(公告)日：2022-10-13
申请号：US17846748
申请日：2022-06-22
申请人： Afiniti, Ltd.
发明人： Ittai KAN , Ain CHISHTY , Blake Jay RILEY , Zia CHISHTI
IPC分类号： H04M3/51
摘要： A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent. The pairing module further comprises a contact/agent (C/A) pair selector that functions occasionally read the memory to obtain contact center information and then use the obtained contact center information to pair available agents with available contacts.
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公开(公告)号：US20180316794A1
公开(公告)日：2018-11-01
申请号：US15918469
申请日：2018-03-12
申请人： Afiniti, Ltd.
IPC分类号： H04M3/523
CPC分类号： H04M3/5235 , G06Q10/06311 , G06Q10/06315 , G06Q30/01 , H04M3/5232 , H04M2203/402 , H04M2203/556
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 behavioral pairing 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, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
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公开(公告)号：US20180316793A1
公开(公告)日：2018-11-01
申请号：US15918442
申请日：2018-03-12
申请人： Afiniti, Ltd.
IPC分类号： H04M3/523
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 behavioral pairing 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, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
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公开(公告)号：US20220094793A1
公开(公告)日：2022-03-24
申请号：US17537966
申请日：2021-11-30
申请人： Afiniti, Ltd.
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 behavioral pairing 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, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
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公开(公告)号：US20210058516A1
公开(公告)日：2021-02-25
申请号：US17093085
申请日：2020-11-09
申请人： Afiniti, Ltd.
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 behavioral pairing 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, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
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