公开(公告)号：US20170353606A1

公开(公告)日：2017-12-07

申请号：US15686945

申请日：2017-08-25

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Vikash KHATRI

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M3/5234 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.

公开(公告)号：US20200351400A1

公开(公告)日：2020-11-05

申请号：US16930624

申请日：2020-07-16

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Ittai KAN ,  Vikash KHATRI

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.

公开(公告)号：US20190356781A1

公开(公告)日：2019-11-21

申请号：US16527588

申请日：2019-07-31

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Ittai KAN ,  Vikash KHATRI

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.

公开(公告)号：US20190306318A1

公开(公告)日：2019-10-03

申请号：US16444972

申请日：2019-06-18

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Vikash KHATRI

IPC: H04M3/523

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.

公开(公告)号：US20200382644A1

公开(公告)日：2020-12-03

申请号：US16996669

申请日：2020-08-18

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Vikash KHATRI

IPC: H04M3/523

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.

公开(公告)号：US20200351402A1

公开(公告)日：2020-11-05

申请号：US16931101

申请日：2020-07-16

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Ittai KAN ,  Vikash KHATRI

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.

公开(公告)号：US20200336593A1

公开(公告)日：2020-10-22

申请号：US16921649

申请日：2020-07-06

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Vikash KHATRI

IPC: H04M3/523

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of agents according to a behavioral pairing strategy with a balanced agent utilization; determining a second ordering of the plurality of agents according to a performance-based routing strategy with an unbalanced agent utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed agent utilization between the balanced agent utilization and the unbalanced agent utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting a contact to an agent of the plurality of agents in the contact center system.

公开(公告)号：US20190297190A1

公开(公告)日：2019-09-26

申请号：US16438197

申请日：2019-06-11

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Vikash KHATRI

IPC: H04M3/523

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of agents according to a behavioral pairing strategy with a balanced agent utilization; determining a second ordering of the plurality of agents according to a performance-based routing strategy with an unbalanced agent utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed agent utilization between the balanced agent utilization and the unbalanced agent utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting a contact to an agent of the plurality of agents in the contact center system.

公开(公告)号：US20190068787A1

公开(公告)日：2019-02-28

申请号：US16173997

申请日：2018-10-29

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Ittai KAN ,  Vikash KHATRI

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  G06Q10/06311 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402

Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.

公开(公告)号：US20200351401A1

公开(公告)日：2020-11-05

申请号：US16930626

申请日：2020-07-16

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Ittai KAN ,  Vikash KHATRI

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.