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1. (WO2018197943) TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Pub. No.:    WO/2018/197943    International Application No.:    PCT/IB2018/000443
Publication Date: Fri Nov 02 00:59:59 CET 2018 International Filing Date: Fri Apr 06 01:59:59 CEST 2018
IPC: G06Q 10/06
G06Q 30/00
Applicants: AFINITI EUROPE TECHNOLOGIES LIMITED
Inventors: KAN, Ittai
KLUGERMAN, Michael, Richard
RILEY, Blake, Jay
Title: TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM
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 behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred con tact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.