Abstract: Provided is a method for validating an assignment strategy in a contact center system, including: receiving a set of historical pairing outcomes; determining a set of training weights and a set of validation weights; assigning each record from the set of historical pairing outcomes a training weight from the set of training weights and a validation weight from the set of validation weights; determining a set of training weighted outcomes based on the set of historical pairing outcomes and the set of training weights; determining a set of validation weighted outcomes based on the set of historical pairing outcomes and the set of validation weight; determining one or more assignment strategies based on the set of training weighted outcomes; calculating expected performances for the one or more assignment strategies based on the set of validation weighted outcomes; and selecting an assignment strategy based on the expected performances.

Abstract: Provided are techniques at least two pairing strategies in a contact center system, involving a method, a system and an article of manufacture. The method of present disclosure includes: assigning sequence numbers to a series of events; initiating a first pairing strategy based on the sequence numbers; ending the first pairing strategy based on the sequence numbers; initiating a second pairing strategy based on the sequence numbers; ending the second pairing strategy based on the sequence numbers; assigning a first set of values to contacts assigned by the first pairing strategy; assigning a second set of values to contacts assigned by the second pairing strategy; and determining a metric that compares the first pairing strategy with the second pairing strategy based on the first and second set of values. The techniques of present disclosure can get rid of shortcomings and/or drawbacks of a time-based benchmark.