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: 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: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective 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 one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

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 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 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 benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system, the method comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a first performance of a first pairing strategy based at least in part on a first plurality of historical task assignments assigned by a second pairing strategy.

Abstract: Techniques for assigning tasks 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 assigning tasks in a task assignment system with an external pairing system comprising transmitting, by the task assignment system, to the external pairing system, a plurality of task pairing requests and an agent pairing request, wherein each task pairing request in the plurality of task pairing requests indicates a task that is received for pairing and each task pairing request in the plurality of task pairing requests indicates an agent that is available for pairing. The method may further comprise receiving, at the task assignment system, from the external pairing system, a pairing recommendation, the pairing recommendation being based at least in part on the plurality of task pairing requests and the agent pairing request.

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: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.

Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method that includes determining a first score of a contact waiting for connection in a contact center system; determining a first agent is ready for connection in the contact center system; and determining a second score of the first agent. The method also includes after determining the first agent is ready, comparing the first score with the second score and delaying pairing the contact based on the comparing. The method also includes, after the delaying, determining no agent having a higher score than the second score became ready for connection in the contact center system; and connecting the contact to the agent after the delaying.

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 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: 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: Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.

Abstract: Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.

Abstract: Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.