Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: receiving, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, information about a plurality of tasks; transmitting, by the at least one computer processor, the received information to a plurality of queues, each queue including a plurality of agents; and pairing, by the at least one computer processor, a task allocated to a first queue of the plurality of queues to an agent allocated to the first queue based at least in part on the received information.

Abstract: 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.

Abstract: There is provided a method in a call center system. The method comprises obtaining a script comprising a plurality of instructions for execution before a contact is paired to an agent at a contact center system, and obtaining a first plurality of contacts at a contact center. The method further comprises, for each contact, determining whether the contact has reached a predetermined threshold associated with any instruction in the obtained script; and if any one of the predetermined thresholds is reached, executing an associated instruction for the contact from the script.

Abstract: A contact center system. The contact center system comprises a node comprising a plurality of modules (e.g., microservices), each module comprising a shared memory module (e.g., shared memory library), wherein the shared memory module is configured to: obtain a shared memory key; obtain a shared memory segment identifier (smhid) using the shared memory key, the shared memory segment identifier identifying a shared memory segment; use the shared memory segment identifier to attach to the shared memory segment, wherein, for each of a plurality of memory block sizes, the shared memory segment stores information pertaining to a recycle list, and the plurality of memory block sizes comprises a first memory block size and a second memory block size that is greater than the first memory block size.

Abstract: A pairing node comprising memory and processing circuitry coupled to the memory, wherein the pairing node is configured to: obtain an event indicator (EI) indicating an event for an agent; obtain a current state object (CSO) for the agent, the CSO comprising a current state indicator (CSI) indicating a current state of the agent and a pending state indicator (PSI) indicating a pending state for the agent; use the EI and at least one of the CSI or PSI to obtain an index value; use the index value and at least one of the CSI or PSI to obtain a new state object (NSO) for the agent; and associate the NSO with an agent identifier (AI) associated with the agent.

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 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: There are provided a method for behavioral pairing in a task assignment system with an external pairing system. The method includes transmitting, to the external pairing system over an application programming interface, a control flag and a benchmark flag and receiving, from the external pairing system, a task-agent pairing based on one of a first pairing strategy and a second pairing strategy. The task-agent pairing is based at least in part on the control flag and the benchmark flag.

Abstract: 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.

Abstract: There are provided a method for behavioral pairing in a task assignment system with an external pairing system. The method includes transmitting, to the external pairing system over an application programming interface, a control flag and a benchmark flag and receiving, from the external pairing system, a task-agent pairing based on one of a first pairing strategy and a second pairing strategy. The task-agent pairing is based at least in part on the control flag and the benchmark flag.

Abstract: 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.

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 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 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: 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.

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 error handling in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method for error handling in a task assignment system with an external pairing system comprising transmitting a request for the external pairing system to select a first pairing between one or more tasks awaiting assignment and one or more agents available for assignment, the first pairing to be selected according to a first pairing strategy; determining a timeout window to wait for the external pairing system to provide a response that identifies the first pairing; detecting an expiration of the timeout window without receiving the response; and, in response to detecting the expiration of the timeout window, selecting a second pairing between the one or more tasks and the one or more agents, the second pairing being selected according to a second pairing strategy.

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 sharing control of assigning tasks 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 pairing in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a task assignment system with an external pairing system comprising transmitting first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; transmitting a pairing request; determining an initial timeout window to wait for the external pairing system to respond to the pairing request; receiving at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; extending the initial timeout window in response to the receiving the extension request; and receiving at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents.