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.

Abstract: Techniques for behavioral pairing model evaluation in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing model evaluation in a contact center system comprising determining an ordering of a plurality of agents, determining an ordering of a plurality of contact types; analyzing, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model; and determining an expected performance of the contact center system using the pairing model.

Abstract: 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.

Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.

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.

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.

Abstract: 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.

Abstract: 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.

Abstract: Techniques for case allocation are disclosed. In one particular embodiment, the techniques may be realized as a method for case allocation comprising receiving, by at least one computer processor, at least one case allocation allocated using a first pairing strategy, and then reassigning, by the at least one computer processor, the at least one case allocation using behavioral pairing.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.