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

Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising determining a contact waiting for connection in a contact center system; determining a plurality of agents comprising a first set of one or more agents available for connection and a second set of one or more agents not available for connection; comparing the contact to at least a first agent of the first set of agents; postponing pairing the contact based on the comparing; after the postponing, determining a second agent of the second set of agents becomes available for connection; selecting the second agent for connection to the contact; and connecting the contact to the second agent.

Abstract: A method is provided. The method comprises associating a first pairing strategy to a first plurality of contacts during a first period of time, associating a second pairing strategy to a second plurality of contacts during a second period of time, associating a third pairing strategy to a third plurality of contacts during a third period of time, associating the first pairing strategy to a fourth plurality of contacts during a fourth period of time, associating the second pairing strategy to a fifth plurality of contacts during a fifth period of time, associating to a sixth plurality of contacts during a sixth period of time, determining a first performance measurement based on outcomes of the first, second, fourth, and fifth pluralities of contacts, determining a second performance measurement based on outcomes of the third and sixth pluralities of contacts, and outputting data that enables a comparison of the first and second performance measurements.

Abstract: A method is provided. The method comprises associating a first pairing strategy to a first plurality of contacts during a first period of time, associating a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts during a second period of time later than the first period of time, and associating a third pairing strategy that is different from the first pairing strategy to a third plurality of contacts during a third period of time later than the second period of time. The method also comprises determining a first performance measurement based on outcomes of the first and second pluralities of contacts, determining a second performance measurement based on outcomes of the third plurality of contacts, and outputting data that enables a comparison of the first and second performance measurements.

Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising determining a number of agents; determining a first expected performance of using a choice-based pairing strategy in a contact center system based on the number of agents; changing the number of agents by a first amount; determining a second expected performance of using the choice-based pairing strategy in the contact center system based on the changed number of agents; determining a difference between the second expected performance and the first expected performance; and outputting a change in target agent staffing levels based on the difference.

Abstract: Methods, systems, and articles of manufacture for ranking individuals in a contact center system including ranking a first individual in a set of individuals based on relative amounts of data for the first individual and one or more other individuals in the set of individuals.

Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.

Abstract: Techniques for behavioral pairing in a dispatch center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a dispatch center system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the dispatch center system, a dispatch request for a customer; determining, by the at least one computer processor, a plurality of field agents available to service the customer's dispatch request; determining, by the at least one computer processor, a model of preferred field agent-customer pairings based at least in part on historical field agent-customer interaction outcome data; selecting, by the at least one computer processor, one of the plurality of field agents based on the model; and outputting, by the at least one computer processor, the selection to facilitate dispatching the selected field agent to the customer.

Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.

Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.

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

Abstract: Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.

Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.

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 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 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: Method, system and program product, for operating a call center system, the method comprising: obtaining performance data for agents in a set of agents; obtaining a respective abstracted data stream for multiple calls, each respective data stream having multiple different locations along the abstracted data stream representing multiple different respective fields, the meaning for the field data in the respective different locations for the different respective fields not known by the system; determining respective patterns for the respective data streams; obtaining performance data for the respective patterns; matching using a selected matching algorithm one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the call and on performance data for the respective agents of the set of agents.