Invention Grant
- Patent Title: Techniques for behavioral pairing in a contact center system
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Application No.: US17154893Application Date: 2021-01-21
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Publication No.: US11381684B2Publication Date: 2022-07-05
- Inventor: Zia Chishti
- Applicant: Afiniti, Ltd.
- Applicant Address: BM Hamilton
- Assignee: Afiniti, Ltd.
- Current Assignee: Afiniti, Ltd.
- Current Assignee Address: BM Hamilton
- Agency: Rothwell, Figg, Ernst & Manbeck, P.C.
- Main IPC: H04M3/523
- IPC: H04M3/523 ; H04M3/51

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.
Public/Granted literature
- US20210144255A1 TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM Public/Granted day:2021-05-13
Information query