TECHNIQUES FOR SELECTING AND BENCHMARKING PAIRING STRATEGIES IN A TASK ASSIGNMENT SYSTEM

Abstract

There is provided a method comprising obtaining contact information that indicates a plurality of contacts in a queue. The plurality of contacts includes a first set of contacts associated with a first pairing strategy (PS) and a second set of contacts associated with a second PS. The method comprises obtaining agent information that indicates one or more agents and selecting a first contact from among the plurality of contacts based on a value of a first parameter associated with the first contact. The value of the first parameter indicates whether the first contact was skipped from pairing with an agent since the first contact was placed in the queue. The method comprises determining that the first contact is associated with the first PS and applying the first PS for pairing one or more contacts included in the first set of contacts with one or more agents.

CPC Classifications