US Pat. No. 9,426,296

SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER

Afiniti International Hol...

1. A method for handling contacts and agents in a contact center system comprising:
automatically identifying, by at least one computer processor, a plurality of contacts ordered chronologically in a queue
for assignment to a plurality of agents;

automatically identifying, by the at least one computer processor, information about a first agent of the plurality of agents
that becomes available for assignment;

automatically assigning, by the at least one computer processor, a first out-of-order contact from the plurality of contacts
to the first agent based on the information about the first agent and information about the first out-of-order contact, wherein
the first out-of-order contact is a contact in the plurality of contacts that is assigned before at least one other contact
of the plurality of contacts that is ordered chronologically ahead of the first out-of-order contact in the queue; and

automatically connecting, by the at least one computer processor, the first out-of-order contact to the first agent.

US Pat. No. 9,955,013

TECHNIQUES FOR L3 PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for L3 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 minimum number of agents available to select from;
determining, by the at least one computer processor, a maximum amount of time to wait before making an agent selection;
postponing agent selection, by the at least one computer processor, until at least one of the following conditions is satisfied:
(a) the maximum amount of time has elapsed; or
(b) the minimum number of agents has been reached;
selecting, by the at least one computer processor using a pairing strategy, an agent among one or more agents for connection to an available contact within the contact center system to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the pairing strategy; and
outputting, by the at least one computer processor, the selection of the agent for pairing with the available contact for connection within the contact center system.

US Pat. No. 10,027,810

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing in a contact center system comprising:ordering, in the contact center system, a plurality of agents according to a computer processor-generated model based on outcomes of previous pairings including the plurality of agents;
selecting, according to a pairing strategy, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first agent of the plurality of agents for connection in the contact center system to a first contact based on the ordering to optimize performance of the contact center system attributable to the pairing strategy;
outputting, by the at least one computer processor, the selection of the first agent for connection to the first contact in the contact center system; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the first contact and communication equipment of the first agent according to the output selection,
wherein the first agent is not any of:
an agent lagging in a fairness metric,
an agent rated highest in a performance metric,
an agent rated highest in a performance metric for a particular contact type,
an agent previously assigned to a contact of the selected pair,
a sequentially labeled agent,
and a randomly selected agent;
wherein a first absolute difference in ordering between the first contact and the first agent is the smallest absolute difference in ordering among absolute differences in orderings between the first contact and each of the plurality of agents, and a behavioral pairing module selects a contact-agent pairing with the smallest absolute difference between a contact's score and an agent's score.

US Pat. No. 9,654,641

SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER

Afiniti International Hol...

1. A method for pairing in a contact center system comprising:
identifying, by at least one computer processor, a plurality of contacts ordered chronologically for assignment to a plurality
of agents;

identifying, by the at least one computer processor, information about a first agent of the plurality of agents that becomes
available for assignment; and

assigning, by the at least one computer processor, for connection within the contact center system, a first out-of-order contact
from the plurality of contacts to the first agent based on the information about the first agent and information about the
first out-of-order contact,

wherein the plurality of contacts comprises at least one virtual contact, and
wherein the first out-of-order contact is assigned before at least one other contact of the plurality of contacts that is
ordered chronologically ahead of the first out-of-order contact.

US Pat. No. 10,057,422

SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM

Afiniti Europe Technologi...

1. A method for handling contacts and agents in a contact center system comprising:applying, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first matching strategy for matching a first contact with a first agent for connection in the contact center system;
applying, by the at least one computer processor, a second matching strategy for matching a second contact with a second agent for connection in the contact center system, wherein the second matching strategy is different from the first matching strategy;
establishing, by the at least one computer processor, in a telecommunications switch of the contact center system, communication channels between communication equipment of the first and second contacts and communication equipment of the first and second agents according to the matchings resulting from the applications of the first and second matching strategies;
determining, by the at least one computer processor, a first outcome of an interaction between the first contact and the first agent using the first matching strategy and a second outcome of an interaction between the second contact and the second agent using the second matching strategy:
generating, by the at least one computer processor, a first indicator of the first matching strategy;
storing, by the at least one computer processor, the first indicator in association with the first outcome in an electronic database communicatively coupled to the contact center system;
generating, by the at least one computer processor, a second indicator of the second matching strategy;
storing, by the at least one computer processor, the second indicator in association with the second outcome in the electronic database communicatively coupled to the contact center system; and
comparing, by the at least one computer processor, the first outcome based upon it association with the first indicator and the second outcome based upon its association with the second indicator to determine a first amount of performance gain for the contact center system attributable to the first matching strategy.

US Pat. No. 9,917,949

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing in a contact center system comprising:
ordering, by at least one computer processor communicatively coupled to and configured to operate in the contact center system,
one or more contacts and a plurality of agents or ordering a plurality of contacts and one or more agents using a model based
on outcomes of previous agent-contact pairings;

determining, by the at least one computer processor, for each of the one or more contacts, a frequency at which each type
of each of the one or more contacts arrives at the contact center system; and

applying, by at the least one computer processor, a diagonal strategy to the ordering to select a first contact and a first
agent in a first pair or a second contact and a second agent in a second pair for connection in the contact center system
to optimize performance of the contact center system attributable to the diagonal strategy,

wherein the diagonal strategy causes contacts and agents with similar percentile orderings to be selected for pairing, wherein
the first contact and the second contact are different or the first agent and the second agent are different, and wherein
the ordering and the diagonal strategy are configured to target a balanced agent utilization based on the frequency at which
each type of the one or more contacts arrives at the contact center system.

US Pat. No. 10,110,746

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A TASK ASSIGNMENT SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies in a task assignment system of a task assignment center, the method comprising:determining, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the task assignment system, a first base cohort of a first plurality of historical task assignments for at least two pairing strategies for a first base period;
determining, by the at least one computer processor, a first performance difference between the at least two pairing strategies after a first measurement period based on the first base cohort, wherein the first performance difference is a performance gain attributable to utilizing a first pairing strategy of the at least two pairing strategies to optimize performance of the task assignment system compared to another of the at least two pairing strategies; and
outputting, by the at least one computer processor, the first performance difference for benchmarking at least the first pairing strategy of the at least two pairing strategies with respect to the another of the at least two pairing strategies.

US Pat. No. 9,924,041

TECHNIQUES FOR CASE ALLOCATION

Afiniti Europe Technologi...

1. A method for allocating cases to agents in a service center system comprising:
receiving, by at least one computer processor communicatively coupled to and configured to operate in the service center system,
at least one case allocation that was previously assigned using a first pairing strategy;

selecting for reassignment, by the at least one computer processor, the at least one case allocation using a behavioral pairing
strategy to optimize performance of the service center system, wherein the behavioral pairing strategy is different from the
first pairing strategy, and wherein the optimized performance of the service center system is attributable to the behavioral
pairing strategy; and

outputting, by the at least one computer processor, the selection of the at least one case allocation for reassignment in
the service center system.

US Pat. No. 10,051,124

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing in a contact center system comprising:ordering, in the contact center system, a plurality of contacts within a skill queue for a first skill according to a computer processor-generated model based on information about a plurality of contact types corresponding to the plurality of contacts, wherein each of the plurality of contacts is waiting for connection in the contact center system to one of a plurality of agents having the first skill;
selecting, according to a pairing strategy, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first contact of the plurality of contacts for connection in the contact center system to a first agent of the plurality of agents having the first skill to optimize performance of the contact center system attributable to the ordering and the pairing strategy;
outputting, by the at least one computer processor, the selection of the first contact for connection to the first agent in the contact center system; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the first contact and communication equipment of the first agent according to the output selection;
wherein the first contact selected using the pairing strategy is not any of:
a contact at a head of a queue in the contact center system,
a longest-waiting contact,
a highest-priority contact, and
a randomly selected contact;
wherein a first absolute difference in ordering between the first contact and the first agent is the smallest absolute difference in ordering among absolute differences in orderings between the first contact and each of the plurality of agents.

US Pat. No. 10,027,808

SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM

Afiniti Europe Technologi...

1. A method for handling contacts and agents in a contact center system comprising:applying, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first matching strategy for matching a first contact with a first agent for connection in the contact center system;
applying, by the at least one computer processor, a second matching strategy for matching a second contact with a second agent for connection in the contact center system, wherein the second matching strategy is different from the first matching strategy;
establishing, by the at least one computer processor, in a telecommunications switch of the contact center system, communication channels between communication equipment of the first and second contacts and communication equipment of the first and second agents according to the matchings resulting from the applications of the first and second matching strategies;
determining, by the at least one computer processor, a first outcome of an interaction between the first contact and the first agent using the first matching strategy and a second outcome of an interaction between the second contact and the second agent using the second matching strategy:
generating, by the at least one computer processor, a first indicator of the first matching strategy;
storing, by the at least one computer processor, the first indicator in association with the first outcome in an electronic database communicatively coupled to the contact center system;
generating, by the at least one computer processor, a second indicator of the second matching strategy;
storing, by the at least one computer processor, the second indicator in association with the second outcome in the electronic database communicatively coupled to the contact center system; and
comparing, by the at least one computer processor, the first outcome based upon it association with the first indicator and the second outcome based upon its association with the second indicator to determine a first amount of performance gain for the contact center system attributable to the first matching strategy.

US Pat. No. 9,712,676

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies in a contact center system comprising:
cycling, by at least one computer processor communicatively coupled to and configured to operate in the contact center system,
among at least two pairing strategies;

determining, by the at least one computer processor, a prior pairing of a first contact;
selecting, by the at least one computer processor, a first pairing strategy of the at least two pairing strategies based on
the prior pairing;

pairing, by the at least one computer processor, the first contact to a first agent using the first pairing strategy;
determining, by the at least one computer processor, a difference in performance between the at least two pairing strategies;
and

outputting, by the at least one computer processor, the difference in performance between the at least two pairing strategies
for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance
of the contact center system may be realized using the first pairing strategy instead of another of the at least two pairing
strategies.

US Pat. No. 10,027,811

MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE

Afiniti International Hol...

1. A method for 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, contact pattern data for each of a plurality of contacts;
determining, by the at least one computer processor, agent performance data for an agent;
calculating, by the at least one computer processor, a degree of agent performance sensitivity for the agent to contact pattern data for each of the plurality of contacts based on the agent performance data and the contact pattern data;
comparing, by the at least one computer processor, the degree of agent performance sensitivity to a threshold degree of agent performance sensitivity for at least a first contact having a first contact pattern as compared to at least a second contact having a second contact pattern;
applying, by the at least one computer processor, a first matching strategy for pairing the agent with the first contact of the plurality of contacts based on the degree of agent performance sensitivity for the agent to the first contact pattern of the first contact; and
establishing, by a routing engine of the contact center system, a communications channel between communication equipment of the agent and communication equipment of the first contact based upon the first matching strategy to realize a first amount of performance gain for the contact center system attributable to the first matching strategy.

US Pat. No. 9,712,679

SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER

Afiniti International Hol...

1. A computer-implemented method for improving performance in a contact center system, the method comprising:
collecting, via at least one computer processor configured to operate in the contact center system, a plurality items of agent
data for each agent in a set of agents comprising demographic data and/or psychographic data and agent grades;

collecting, via the at least one computer processor, at least one caller data for a caller comprising demographic data and/or
psychographic data;

generating, via the at least one computer processor, a computer model reflecting predicted chances of an optimal interaction
occurring between the caller and each of the agents in the set of agents using the agent data and the caller data;

matching and connecting, via the at least one computer processor, the caller to one of the agents based at least in part on
the predicted chances of the optimal interaction from the computer model to increase the chance of an optimal interaction;

cycling, via the at least one computer processor, between using the computer model and a different algorithm to match and
connect the caller to one of the agents;

generating, via the at least one computer processor, data for display on a visual computer interface screen measuring results
of the matching and connecting using the computer model and results of the matching and connecting using the different algorithm;
and

setting, via the at least one computer processor, times when the matching and connecting using the computer model is cycled
on and when it is cycled off to provide a degree of randomness to achieve improved contact center system performance via agent
learning.

US Pat. No. 9,692,898

TECHNIQUES FOR BENCHMARKING PARING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking contact-agent pairing strategies in a contact center system comprising:
cycling, by at least one computer processor communicatively coupled to and configured to operate in the contact center system,
among at least three phases of contact-agent pairing:

a first phase of contact-agent pairing using a first contact-agent pairing strategy,
followed by a benchmarking stabilization phase of contact-agent pairing using a second contact-agent pairing strategy, and
followed by a second phase of contact-agent pairing using the second contact-agent pairing strategy;
determining, by the at least one computer processor, a difference in performance between the first and second contact-agent
pairing strategies based on the first and second phases of contact-agent pairing and excluding the benchmarking stabilization
phase of contact-agent pairing; and

outputting, by the at least one computer processor, the difference in performance, wherein the performance difference demonstrates
that optimizing performance of the contact center system may be realized using the first contact-agent pairing strategy instead
of the second contact-agent pairing strategy.

US Pat. No. 9,888,121

TECHNIQUES FOR BEHAVIORAL PAIRING MODEL EVALUATION IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for behavioral pairing model evaluation 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, an ordering of a plurality of agents;

determining, by the at least one computer processor, an ordering of a plurality of contact types;
analyzing, by the at least one computer processor, historical contact-agent outcome data according to the orderings of the
pluralities of agents and contact types to construct a pairing model;

selecting, according to the pairing model, by the at least one computer processor, at least one agent-contact type pairing
for connection in the contact center system to optimize performance of the contact center system attributable to the pairing
model;

determining, by the at least one computer processor, an expected performance of the contact center system using the pairing
model;

determining, by the at least one computer processor, new contact-agent outcome data;
updating, by the at least one computer processor, the pairing model based on the new contact-agent outcome data;
selecting, according to the updated pairing model, by the at least one computer processor, at least one agent-contact type
pairing for connection in the contact center system to further optimize performance of the contact center system attributable
to the updated pairing model; and

determining, by the at least one computer processor, an updated expected performance of the contact center system using the
updated pairing model.

US Pat. No. 9,692,899

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies 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, results for a first plurality of contact-agent interactions;

determining, by the at least one computer processor, results for a second plurality of contact-agent interactions;
determining, by the at least one computer processor, combined results across the first and second pluralities of contact-agent
interactions corrected for a Yule-Simpson effect; and

outputting, by the at least one computer processor, the combined results, wherein the combined results demonstrate that optimizing
performance of the contact center system may be realized after correcting for the Yule-Simpson effect.

US Pat. No. 10,027,812

MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE

Afiniti International Hol...

1. A method for 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, contact pattern performance data for a contact;
determining, by the at least one computer processor, agent performance data for each of a plurality of agents;
calculating, by the at least one computer processor, a degree of contact pattern sensitivity for the contact to the agent performance data for each of the plurality of agents based on the agent performance data and the contact pattern performance data;
comparing, by the at least one computer processor, the degree of contact pattern sensitivity to a threshold degree of contact pattern sensitivity for at least a first agent having a first agent performance as compared to at least a second agent having a second agent performance;
applying, by the at least one computer processor, a first matching strategy for pairing the contact with the first agent of the plurality of agents based on the degree of contact pattern sensitivity for the contact to the agent performance data of the first agent; and
establishing, by a routing engine of the contact center system, a communications channel between communication equipment of the contact and communication equipment of the first agent based upon the first matching strategy to realize a first amount of performance gain for the contact center system attributable to the first matching strategy.

US Pat. No. 9,462,127

MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE

Afiniti International Hol...

1. A method of operating a call center system, comprising:
obtaining for a call, by one or more computers, a call pattern representing at least one data field;
obtaining, by the one or more computers, call pattern performance data for the call pattern;
obtaining, by the one or more computers, agent performance data for respective agents in a set of agents;
determining, by the one or more computers, call pattern sensitivity to agent performance for each agent in the set of agents,
wherein the agent performance data is correlated to the call pattern performance data; and

matching, by the one or more computers, a respective one of the agents from the set of agents to the call based at least in
part on the call pattern performance data and on the call pattern sensitivity to agent performance.

US Pat. No. 10,051,126

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing in a contact center system comprising:ordering, in the contact center system, a plurality of agents according to a computer processor-generated model based on outcomes of previous pairings including the plurality of agents;
selecting, according to a pairing strategy, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first agent of the plurality of agents for connection in the contact center system to a first contact based on the ordering to optimize performance of the contact center system attributable to the pairing strategy;
outputting, by the at least one computer processor, the selection of the first agent for connection to the first contact in the contact center system; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the first contact and communication equipment of the first agent according to the output selection,
wherein the first agent is not any of:
an agent lagging in a fairness metric,
an agent rated highest in a performance metric,
an agent rated highest in a performance metric for a particular contact type,
an agent previously assigned to a contact of the selected pair,
a sequentially labeled agent,
and a randomly selected agent;
wherein a first absolute difference in ordering between the first contact and the first agent is the smallest absolute difference in ordering among absolute differences in orderings between the first contact and each of the plurality of agents, and a behavioral pairing module selects a contact-agent pairing with the smallest absolute difference between a contact's score and an agent's score.

US Pat. No. 9,888,120

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking 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, an identifier for each contact of a plurality of contacts;

for each contact, selecting, by the at least one computer processor, one of a first pairing strategy or a second pairing strategy
based on the identifier, wherein the selecting comprises mapping, by the at least one computer processor, the identifier to
the first pairing strategy according to a first predetermined frequency or the second pairing strategy according to a second
predetermined frequency;

pairing, by the at least one computer processor, each contact to an agent for connection in the contact center system using
the selected one of the first or second pairing strategy;

determining, by the at least one computer processor, a difference in performance between the first pairing strategy selected
for pairing a first subset of the plurality of contacts and the second pairing strategy selected for pairing a second subset
of the plurality of contacts, wherein the difference in performance provides an indication that pairing contacts and agents
using the first pairing strategy results in a performance gain for the contact center system attributable to the first pairing
strategy; and

outputting, by the at least one computer processor, the difference in performance between the first and second pairing strategies
for benchmarking the first and second pairing strategies.

US Pat. No. 10,116,795

TECHNIQUES FOR ESTIMATING EXPECTED PERFORMANCE IN A TASK ASSIGNMENT SYSTEM

Afiniti Europe Technologi...

1. A method comprising:receiving, by at least one computer processor communicatively coupled to and configured to perform task assignment operations in a task assignment system, a first plurality of historical agent-task assignments;
determining, by the at least one computer processor, a closeness of fit for each of the first plurality of historical agent-task assignments to a preferred task assignment strategy for validating the preferred task assignment strategy;
determining, by the at least one computer processor, a threshold closeness of fit for each of the first plurality of historical agent-task assignments to the preferred task assignment strategy;
determining, by the at least one computer processor, an expected performance of the task assignment system using the preferred task assignment strategy based on a subset of the first plurality of historical agent-task assignments that are within the threshold closeness of fit;
outputting, by the at least one computer processor, the expected performance for use in pairing agents with tasks in the task assignment system based upon the preferred task assignment strategy; and
establishing, by the at least one computer processor, in a switch of the task assignment system, a connection between an agent and a task based upon the expected performance to realize a first amount of performance gain for the task assignment system attributable to the preferred task assignment strategy, wherein actual performance of the task assignment system is optimized by using the validated preferred task assignment strategy based on the expected performance.

US Pat. No. 9,413,894

SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER

Afiniti International Hol...

1. A method for handling contacts and agents in a contact center system comprising:
determining, by at least one computer processor configured to perform contact center operations, a first measure of performance
for a first contact-agent pairing method;

determining, by the at least one computer processor, a second measure of performance for a second contact-agent pairing method;
comparing, by the at least one computer processor, the first measure of performance with the second measure of performance;
and

outputting, by the at least one computer processor, a measure of relative performance between the first and second contact-agent
pairing methods based on the comparing.

US Pat. No. 10,116,797

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies in a contact center system comprising:cycling, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, among at least two pairing strategies, wherein the cycling comprises establishing, by a routing engine of the contact center system, a connection between communication equipment of a contact and communication equipment of an agent based upon at least one pairing strategy of the at least two pairing strategies;
determining, by the at least one computer processor, a differential value attributable to the at least one pairing strategy of the at least two pairing strategies;
determining, by the at least one computer processor, a difference in performance between the at least two pairing strategies, wherein the difference in performance provides an indication that pairing contacts and agents using a first pairing strategy of the at least two pairing strategies results in a performance gain for the contact center system attributable to the first pairing strategy, wherein the difference in performance also provides an indication that optimizing performance of the contact center system is realized using the first pairing strategy instead of another of the at least two pairing strategies; and
outputting, by the at least one computer processor, the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies.

US Pat. No. 10,027,807

SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking performance in a contact center system comprising:applying, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first matching strategy for pairing a first portion of a first plurality of contacts with a first plurality of agents for connection in the contact center system;
applying, by the at least one computer processor, a second matching strategy for pairing a second portion of the first plurality of contacts for connection with the first plurality of agents for connection in the contact center system, wherein the second matching strategy is different from the first matching strategy;
establishing, by the at least one computer processor, in a telecommunication switch of the contact center system, communication channels between communication equipment of the first plurality of contacts and communication equipment of the first plurality of agents according to the pairings resulting from the applications of the first and second matching strategies;
retrieving, by the at least one computer processor, a first plurality of contact outcomes from an electronic database communicatively coupled to the contact center system, wherein the first plurality of contact outcomes indicates outcome results associated with connecting the first portion of the first plurality of contacts with the first plurality of agents;
retrieving, by the at least one computer processor, a second plurality of contact outcomes from the electronic database communicatively coupled to the contact center system, wherein the second plurality of contact outcomes indicates outcome results associated with connecting the second portion of the first plurality of contacts with the first plurality of agents;
comparing, by the at least one computer processor, the first plurality of contact outcomes with the second plurality of contact outcomes to determine a first amount of performance gain for the contact center system attributable to the first matching strategy;
adjusting, by the at least one computer processor, at least one parameter of the first matching strategy based on the first amount of performance gain; and
applying, by the at least one computer processor, the first matching strategy with the at least one adjusted parameter to pair a second plurality of contacts with a second plurality of agents for connection in the contact center system to further increase performance of the contact center system relative to applying the second matching strategy.

US Pat. No. 10,135,987

SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER

Afiniti Europe Technologi...

1. A method for routing contacts to agents in a contact center system, the method comprising:determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, agent data comprising service skill data, demographic data, or psychographic data for an agent;
determining, by the at least one computer processor, contact data comprising service skill requirement data, demographic data, or psychographic data for each of a plurality of contacts;
matching, by the at least one computer processor, by comparing via a pattern matching algorithm, at least one contact of the plurality of contacts to the agent based on the agent data and the contact data and based at least in part on increasing a chance of revenue generation;
changing, by the at least one computer processor, a connection priority of the at least one contact relative to a remainder of the plurality of contacts to further increase the chance of revenue generation; and
outputting, by the at least one computer processor, the changed connection priority to facilitate connection of one of the plurality of contacts to the agent in the contact center system to realize a revenue gain for the contact center system attributable to the changed connection priority.

US Pat. No. 9,781,269

TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for hybrid 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, an ordering of an available contact of one of a plurality of contact types in the contact center system;

ordering, by the at least one computer processor, a plurality of agents;
adjusting, by the at least one computer processor, the ordering of the plurality of agents to bias a first behavioral pairing
strategy with a balanced agent utilization toward a performance-based routing strategy with a skewed agent utilization, wherein
an extent of the adjusting is based at least in part on a hybridization function applied to the ordering of the plurality
of agents;

comparing, by the at least one computer processor and after the adjusting, a first difference in ordering between the available
contact and a first agent of the plurality of agents as adjusted in a first pair with a second difference in ordering between
the available contact and a second agent of the plurality of agents as adjusted different from the first agent in a second
pair;

selecting, by the at least one computer processor, one of the first pair and the second pair for connection based at least
in part upon the comparing; and

outputting, by the at least one computer processor, the selection of one of the first pair and the second pair, wherein the
selected one of the first pair and the second pair is connected in the contact center system based at least in part upon the
outputting.

US Pat. No. 10,135,988

TECHNIQUES FOR CASE ALLOCATION

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies in a service center system comprising:receiving, by at least one computer processor communicatively coupled to and configured to operate in the service center system, a first plurality of results for a first plurality of cases assigned to a plurality of agents using a first pairing strategy;
receiving, by the at least one computer processor, a second plurality of results for a second plurality of cases assigned to the plurality of agents using a second pairing strategy different from the first pairing strategy;
determining, by the at least one computer processor, a difference in performance between the first and second pluralities of results, wherein the difference in performance provides an indication that assigning cases using the second pairing strategy results in a performance gain for the service center system attributable to the second pairing strategy, wherein the difference in performance also provides an indication that optimizing performance of the service center system is realized using the second pairing strategy instead of the first pairing strategy; and
outputting, by the at least one computer processor, the difference in performance between the first pairing strategy and the second pairing strategy for benchmarking at least the first pairing strategy and the second pairing strategy.

US Pat. No. 10,116,800

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for behavioral pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations 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 contact-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 network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow 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.

US Pat. No. 9,686,411

CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

Afiniti International Hol...

1. A method for handling contacts and agents 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 rank for each of a plurality of available agents using a model based on outcomes of previous agent-contact pairings;

adjusting, by the at least one computer processor and before an arrival of a next available contact, a first agent-selection
likelihood that a higher-ranked agent of the plurality of available agents will be selected for connection to the next available
contact in the contact center system relative to a second agent-selection likelihood that a lower-ranked agent of the plurality
of available agents will be selected for connection to the next available contact in the contact center system; and

selecting, by the at least one computer processor and after the arrival of the next available contact, the lower-ranked agent
or the higher-ranked agent for connection to the next available contact in the contact center system to optimize performance
of the contact center system without necessarily optimizing performance of each contact-agent connection selection.

US Pat. No. 10,142,478

TECHNIQUES FOR BEHAVIORAL PAIRING MODEL EVALUATION IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for behavioral pairing model evaluation in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, an ordering of a plurality of agents;
determining, by the at least one computer processor, an ordering of a plurality of contact types;
analyzing, by the at least one computer processor, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model;
applying, by the at least one computer processor, a behavioral pairing correction factor to the pairing model based on an expected distribution of contact-agent pairings for the pairing model;
determining, by the at least one computer processor, an expected performance of the contact center system using the pairing model;
outputting, by the at least one computer processor, the expected performance for comparison to at least one other expected performance of the contact center system determined using at least one other pairing model to optimize performance of the contact center system; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of a contact and communication equipment of an agent based at least in part upon the pairing model.

US Pat. No. 10,110,745

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies in a contact center system comprising:cycling, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, among at least two pairing strategies in the contact center system, wherein the cycling comprises alternatively applying a first contact-agent pairing strategy and at least one second contact-agent pairing strategy in the contact center system to pair contacts with agents according to the respective pairing strategy being applied for connection in the contact center system;
for each of a plurality of contact-agent interactions in the contact center system, recording, by the at least one computer processor, a result of the contact-agent interaction, a pairing strategy indicator of which of the at least two pairing strategies was used for pairing the contact-agent interaction, and an interaction type indicator of which of a plurality of contact-agent interaction types is associated with the contact-agent interaction;
for each of the at least two pairing strategies, combining, by the at least one computer processor, results for the plurality of contact-agent interactions paired using a same pairing strategy of the at least two pairing strategies, corrected for a Yule-Simpson effect, and based on the recorded result, the pairing strategy indicator, and the interaction type indicator;
determining, by the at least one computer processor, a difference in performance between the at least two pairing strategies corrected for the Yule-Simpson effect, wherein the difference in performance is a performance gain attributable to utilizing the first pairing strategy of the at least two pairing strategies to optimize performance of the contact center system compared to the at least one second of the at least two pairing strategies; and
outputting, by the at least one computer processor, the difference in performance between the at least two pairing strategies corrected for the Yule-Simpson effect for benchmarking at least the first pairing strategy of the at least two pairing strategies with respect to the at least one second of the at least two pairing strategies.

US Pat. No. 10,051,125

SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking performance in a contact center system comprising:applying, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a first matching strategy for pairing a first portion of a first plurality of contacts with a first plurality of agents for connection in the contact center system;
applying, by the at least one computer processor, a second matching strategy for pairing a second portion of the first plurality of contacts for connection with the first plurality of agents for connection in the contact center system, wherein the second matching strategy is different from the first matching strategy;
establishing, by the at least one computer processor, in a telecommunication switch of the contact center system, communication channels between communication equipment of the first plurality of contacts and communication equipment of the first plurality of agents according to the pairings resulting from the applications of the first and second matching strategies;
retrieving, by the at least one computer processor, a first plurality of contact outcomes from an electronic database communicatively coupled to the contact center system, wherein the first plurality of contact outcomes indicates outcome results associated with connecting the first portion of the first plurality of contacts with the first plurality of agents;
retrieving, by the at least one computer processor, a second plurality of contact outcomes from the electronic database communicatively coupled to the contact center system, wherein the second plurality of contact outcomes indicates outcome results associated with connecting the second portion of the first plurality of contacts with the first plurality of agents;
comparing, by the at least one computer processor, the first plurality of contact outcomes with the second plurality of contact outcomes to determine a first amount of performance gain for the contact center system attributable to the first matching strategy;
adjusting, by the at least one computer processor, at least one parameter of the first matching strategy based on the first amount of performance gain; and
applying, by the at least one computer processor, the first matching strategy with the at least one adjusted parameter to pair a second plurality of contacts with a second plurality of agents for connection in the contact center system to further increase performance of the contact center system relative to applying the second matching strategy.

US Pat. No. 9,787,841

TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for hybrid 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, an ordering of an available agent of a plurality of agents in the contact center system;

ordering, by the at least one computer processor, a plurality of contacts;
adjusting, by the at least one computer processor, the ordering of the plurality of contacts to bias a first strategy for
pairing with a balanced contact utilization toward a second strategy for pairing with a skewed contact utilization, wherein
an extent of the adjusting is based at least in part on a hybridization function;

comparing, by the at least one computer processor and after the adjusting, a first difference in ordering between the available
agent and a first contact of the plurality of contacts as adjusted in a first pair with a second difference in ordering between
the available agent and a second contact of the plurality of contacts as adjusted different from the first contact in a second
pair;

selecting, by the at least one computer processor, one of the first pair and the second pair for connection based at least
in part upon the comparing; and

outputting, by the at least one computer processor, the selection of one of the first pair and the second pair, wherein the
selected one of the first pair and the second pair is connected in the contact center system based at least in part upon the
outputting.

US Pat. No. 10,142,479

CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

Afiniti Europe Technologi...

1. A method for handling contacts and agents in a contact center system comprising:identifying, by at least one computer processor configured to operate in the contact center system, a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue in the contact center system for connection to one of a plurality of agents assigned to the queue in the contact center system;
rescaling, by the at least one computer processor, the initial normalized ranking of the plurality of contacts while maintaining the order of the plurality of contacts and maintaining the plurality of agents assigned to the queue in the contact center system, such that the plurality of agents assigned to the queue are available for connection to one of the plurality of contacts waiting in the queue, wherein the rescaling changes an expected waiting time of at least one contact of the plurality of contacts for connection to one of the plurality of agents assigned to the queue in the contact center system; and
establishing, by the at least one computer processor, in a switch of the contact center system, a connection between one of the at least one contact and the one of the plurality of agents based upon the rescaled ranking of the plurality of contacts to optimize performance of the contact center system attributable to the rescaled ranking.

US Pat. No. 10,135,986

TECHNIQUES FOR BEHAVIORAL PAIRING MODEL EVALUATION IN A CONTACT CENTER SYSTEM

Afiniti International Hol...

1. A method for behavioral pairing model evaluation 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, contact data;
partitioning, by the at least one computer processor, the contact data into a first plurality of types;
determining, by the at least one computer processor, a first measure of the quality of the partitioning of the contact data into the first plurality of types;
partitioning, by the at least one computer processor, the contact data into a second plurality of types different from the first plurality of types;
determining, by the at least one computer processor, a second measure of the quality of the partitioning of the contact data into the second plurality of types;
selecting, by the at least one computer processor, one of the first plurality of types and the second plurality of types having a higher measure of the quality of the partitioning by comparing the first and second measures of the quality of the partitioning;
outputting, by the at least one computer processor, a computer-processor generated behavioral pairing model based on the quality of the partitioning, wherein the computer-processor generated behavioral pairing model is based on the selected one of the first plurality of types and the second plurality of types; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of a contact and communication equipment of an agent based at least in part upon the computer-processor generated behavioral pairing model.

US Pat. No. 9,871,924

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing in a contact center system comprising:
ordering, in the contact center system, at least one contact and a plurality of agents, or a plurality of contacts and at
least one agent, according to a computer processor-generated model based on information about the at least one contact and
the plurality of agents or the plurality of contacts and the at least one agent;

comparing, by at least one computer processor communicatively coupled to and configured to operate in the contact center system,
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;

selecting, according to a pairing strategy, by the at least one computer processor, the first pair or the second pair for
connection in the contact center system based on the comparing to optimize performance of the contact center system attributable
to the pairing strategy; and

outputting, by the at least one computer processor, the selection of the first pair or the second pair for connection in the
contact center system,

wherein the first contact and the second contact are different or the first agent and the second agent are different, and
wherein a balanced agent utilization is realized in the contact center system by the selecting based on the comparing.

US Pat. No. 9,699,314

CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

Afiniti International Hol...

1. A method for handling contacts and agents 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 rank for each of a plurality of contacts in queue based on a contact type of each of the plurality of contacts in
queue using a model based on outcomes of previous agent-contact pairings;

adjusting, by the at least one computer processor and before an arrival of a next available agent, a first contact-selection
likelihood that a higher-ranked contact of the plurality of contacts in queue will be selected for connection to the next
available agent in the contact center system relative to a second contact-selection likelihood that a lower-ranked contact
of the plurality of contacts in queue will be selected for connection to the next available agent in the contact center system;
and

selecting, by the at least one computer processor and after the arrival of the next available agent, the lower-ranked contact
or the higher-ranked contact for connection to the next available agent in the contact center system to optimize performance
of the contact center system without necessarily optimizing performance of each contact-agent connection selection.

US Pat. No. 10,142,473

TECHNIQUES FOR BENCHMARKING PERFORMANCE IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking performance in a contact center system, the method comprising:cycling, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system, wherein the cycling comprises alternatively applying the first contact-agent pairing strategy and the second contact-agent pairing strategy in the contact center system to pair contacts with agents according to the respective pairing strategy being applied for connection in the contact center system;
determining, by the at least one computer processor, an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization, wherein the agent-utilization bias suppresses a performance of the contact center system using the second contact-agent pairing strategy;
determining, by the at least one computer processor, a relative performance of the contact center system using the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy; and
generating, by the at least one computer processor, a representation of the relative performance of the contact center system using the second contact-agent pairing strategy compared to the first contact-agent pairing strategy, wherein the representation indicates that performance of the contact center system is optimized using one of the first or second contact-agent pairing strategy instead of the other of the first or second contact-agent pairing strategy.

US Pat. No. 10,027,809

CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

Afiniti International Hol...

1. A method for handling contacts and agents in a contact center system comprising:ordering, in the contact center system, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents according to an initial scoring based on a computer-generated model of the plurality of agents;
rescaling, by the at least one computer processor, the initial scoring of at least one agent of the plurality of agents to optimize performance of the contact center system based on the rescaling, wherein an amount of the rescaling is based at least in part upon a function of a count of available agents of the plurality of agents;
shifting, by the at least one computer processor, the initial scoring of at least one agent of the plurality of agents to further optimize performance of the contact center system based on the shifting, wherein an amount of the shifting is based at least in part upon the count of available agents of the plurality of agents;
outputting, by the at least one computer processor, the rescaled and shifted initial scoring for facilitating connection of the at least one agent to at least one contact in the contact center system; and
establishing, by a routing engine of the contact center system, a communication channel between communication equipment of the at least one agent and communication equipment of the at least one contact based upon the rescaled and shifted initial scoring.

US Pat. No. 9,774,740

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies in a contact center system comprising:
cycling, by at least one computer processor communicatively coupled to and configured to operate in the contact center system,
among at least two pairing strategies including a first pairing strategy and a second pairing strategy;

determining, by the at least one computer processor, a first contact that was paired in a sequence of contact interactions
to reach a final outcome during a final contact interaction of the sequence of contact interactions, wherein at least one
contact interaction of the sequence of interactions was paired using the first pairing strategy, and wherein the final contact
interaction was paired using the second pairing strategy;

attributing, by the at least one computer processor, a first portion of credit for the final outcome to the first pairing
strategy and a second portion of credit for the final outcome to the second pairing strategy;

determining, by the at least one computer processor, a difference in performance between the at least two pairing strategies
based at least in part on the first and second portions of credit attributed to the first and second pairing strategies; and

outputting, by the at least one computer processor, the difference in performance between the at least two pairing strategies
for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that using the first
pairing strategy instead of another of the at least two pairing strategies improves performance of the contact center system.

US Pat. No. 10,509,671

TECHNIQUES FOR BEHAVIORAL PAIRING IN A TASK ASSIGNMENT SYSTEM

Afiniti Europe Technologi...

1. A method for behavioral pairing in a task assignment system comprising:determining, by at least one computer processor configured to perform task assignment operations in the task assignment system, a priority for each of a plurality of tasks ready for assignment to an available agent, wherein the plurality of tasks is ordered in at least one queue based upon the determined priorities;
determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks, wherein the agent is determined to be available if the agent has completed a prior assigned task or if the agent has not been previously assigned a task in the task assignment system; and
assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a behavioral pairing strategy, wherein the behavioral pairing strategy calculates assignments based at least in part upon information about each of the plurality of tasks and information about the agent to determine which assignment is expected to optimize overall performance of the task assignment system and achieve a targeted task utilization or rate of assignment even if not the most optimal assignment currently available, wherein the assigning comprises establishing, by a switch of the task assignment system, a connection between the first task and the agent based upon the behavioral pairing strategy, and wherein each of the plurality of tasks does not rely upon an output of another of the plurality of tasks;
wherein the first task has a lower-priority than a second task of the plurality of tasks.

US Pat. No. 10,122,860

TECHNIQUES FOR ESTIMATING EXPECTED PERFORMANCE IN A TASK ASSIGNMENT SYSTEM

Afiniti Europe Technologi...

1. A method comprising:receiving, by at least one switch configured to perform task assignment operations in a task assignment system, a plurality of historical agent task assignments;
partitioning, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, the plurality of historical agent task assignments into a first subset of historical agent task assignments and a holdout subset of historical agent task assignments different from the first subset;
determining, by the at least one computer processor, a sample of the plurality of historical agent task assignments by sampling the plurality of historical agent task assignments according to a strategy for pairing agents with tasks, wherein the strategy is generated based on the first subset, wherein the sample is a subset of the holdout subset;
determining, by the at least one computer processor, an expected performance of the strategy based on the sample, wherein determining the expected performance is based on the holdout subset; and
outputting, by the at least one computer processor, the expected performance for use in pairing agents with tasks in the task assignment system based upon the strategy;
wherein actual performance of the task assignment system is optimized by using the strategy based on the expected performance.

US Pat. No. 10,270,913

SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM

Afiniti Europe Technologi...

1. A method for evaluating pairing strategies in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to evaluate pairing strategies in the contact center system, a first plurality of interaction outcomes in a contact center system, wherein determining the first plurality of interaction outcomes comprises establishing, by a switch of the contact center system, a connection between a contact and an agent paired in the contact center system using one of a plurality of pairing strategies and logging an outcome of an interaction between the contact and the agent;
retrieving, by the at least one computer processor, for each of the first plurality of interaction outcomes, an indicator associated with the each of the first plurality of interaction outcomes, wherein the indicator indicates which of the plurality of pairing strategies was used for each of the first plurality of interaction outcomes;
determining, by the at least one computer processor, a first subset of the first plurality of interaction outcomes associated with indicators indicating a first pairing strategy of the plurality of pairing strategies was used;
determining, by the at least one computer processor, a second subset of the first plurality of interaction outcomes associated with indicators indicating a second pairing strategy of the plurality of pairing strategies was used; and
comparing, by the at least one computer processor, the first subset with the second subset to determine a first amount of performance gain attributable to the first pairing strategy over the second pairing strategy.

US Pat. No. 10,567,586

POOLING CALLERS FOR MATCHING TO AGENTS BASED ON PATTERN MATCHING ALGORITHMS

Afiniti Europe Technologi...

1. A method for routing callers to agents in a call-center system, the method comprising:identifying, by at least one computer processor communicatively coupled to and configured to perform call routing operations in the call-center system, caller data for at least two callers of a set of incoming callers, wherein each of the at least two callers are available to be routed according to a computer processor-generated routing strategy;
when a first agent becomes available, comparing, by the at least one computer processor, the caller data for the at least two callers to historical agent performance data associated with the first agent in a pair-wise fashion for each possible caller-agent pair, wherein the comparing comprises passing the caller data and the historical agent performance data to a pattern matching algorithm to create a computer model that pairs each caller with the first agent and estimates the probable outcome of each caller-agent pair for a plurality of optimal caller-agent interactions;
determining, by the at least one computer processor, a first caller of the at least two callers based on the comparing, wherein routing of the first caller to the first agent would have a higher predicted call-center system performance outcome than each other possible caller-agent pair according to the computer model;
determining, by the at least one computer processor, a second caller of the at least two callers has exceeded an individually assigned hold threshold of the second caller based on data associated with the second caller;
selecting, by the at least one computer processor, the second caller to be routed to the first agent; and
establishing, by a communication server of the call-center system, a communications channel between communication equipment of the second caller and communication equipment of the first agent based upon the routing strategy, wherein routing the second caller to the first agent via the communication channel has a lower predicted call-center system performance outcome than the higher predicted call-center system performance outcome.

US Pat. No. 10,244,117

MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE

Afiniti International Hol...

1. A method for pairing in a contact center system comprising:pairing, by at least one computer processor communicatively coupled to and configured to perform contact/agent pairing operations in the contact center system, a first agent and a first contact based on a first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact according to a first pairing strategy; and
establishing, by a routing engine of the contact center system, a communications channel between the first contact and the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system by taking into account the first performance measurement of the first agent and a first influenceable-by-performance measurement of the first contact.

US Pat. No. 10,659,613

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for behavioral pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a plurality of feasible contact-agent pairings;
selecting, by the at least one computer processor, a preferred contact-agent pairing from the plurality of feasible contact-agent pairings based on an expected value of each of the plurality of feasible contact-agent pairings, wherein the expected value is determined using a pairing model based on an analysis of historical contact-agent outcome data; and
establishing, in a switch module of the contact center system, a communication channel between a contact and an agent of the preferred contact-agent pairing.

US Pat. No. 10,144,851

CYANOACRYLATE COMPOSITION

1. A cyanoacrylate composition comprising:1) a component A comprising a cyanoacrylate, wherein the content of cyanoacrylate is comprised of between 50% and 99% by weight based on the total weight of component A, and
2) a component B,wherein the component B comprises a hydrated calcium silicate that has the chemical structure of xonotlite, the hydrated calcium silicate comprising particles that are substantially spherical and microporous.

US Pat. No. 9,670,145

PROCESS FOR PREPARING 1,1-DISUBSTITUTED ETHYLENE MONOMERS

1. Process for preparing 1,1-disubstituted ethylene monomers of general formula (I)
wherein:
A and D are independently selected from each other from the following functional groups: CN, CO2R1, COR1, CONR12, SO2R1, SO3R1, COPO(OR1)2, COPOR12, NO2, wherein R1 is a linear or branched, saturated or unsaturated C1-C20 alkyl, C1-C20 halogenated alkyl, C4-C20 alkyl silane, C1-C20 acetoxy silane, C2-C20 alkoxyalkyl, C2-C20 alkenyl, C2-C20 alkynyl, C2-C10 alkylene, C3-C20 cycloalkyl, alkylcycloalkyl, C3-C20 cycloalkenyl, alkylcycloalkenyl, aryl, substituted aryl, alkylaryl, substituted alkylaryl, aliphatic heterocyclic moiety,
alkyl moiety linked to an aliphatic heterocycle, aromatic heterocycle moiety, alkyl moiety linked to an aromatic heterocycle,
acrylic ester moiety, oxetane moiety, epoxy moiety, glycolate moiety, and carboxylic acid ester moiety;
characterized in that it comprises the reaction of a compound of general formula (II)
wherein:
E is (CH2X)m,

m is between 1 and 20,
X is O or S,
when n=1, F is selected from the functional groups:

when n=2, F is selected from the functional groups:

when n=3, F is:

G is selected from the functional groups:

G and F are independently selected from each other, and
R2 and R3 are independently selected from each other from the functional groups H, linear or branched C1-C4 alkyl, linear or branched C1-C4 halogenated alkyl, carboxy substituted C1-C4 alkyl, C3-C10 cycloalkyl, optionally substituted aryl, and a heterocyclic moiety, or

when n=1, F may be connected to G through one R6 group selected from (CH2)p, (CHR?)p, (CR?R?)p, where p is between 1-6, and R? and R? may be the same or different C1-C4 alkyl groups,
with a compound of general formula (III)
in the presence of a catalytic amount of an ammonium or iminium salt, wherein this salt is in homogeneous phase or supported
on a solid substrate.

US Pat. No. 10,757,264

MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE

Afiniti International Hol...

1. A computer-processor implemented method for pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to the contact center system, a pairing strategy based on correlations between agent performance and contact sensitivity to agent performance; and
establishing, by a routing engine of the contact center system, a communications channel between a first contact and a first agent based upon the pairing strategy, wherein the pairing strategy improves overall performance of the contact center system.

US Pat. No. 10,626,310

FAST LIGHT CURING CYANOACRYLATE COMPOSITIONS

1. A light curable adhesive composition comprising:1) a photoinitiator system selected from
a) a combination of ferrocene compound of formula (I)

 wherein
R1 is hydrogen or C1-C4 alkyl;
one or more R1 groups are present in one or both cyclopentadienyl rings, and
acylgermane compounds selected from compounds of formula (II) or (III):

 wherein
R2 is methyl or phenyl, and
R3 is hydrogen or methoxy, and
b) acylgermane compound of formula (IV)

 wherein
R2 is as defined above, optionally combined with a radical photoinitiator,
2) at least one compound of formula (V)

 wherein
A is selected from the group consisting of CN, CO2Me and CO2Et, and
when A is CO2Me, D is CO2Me;
when A is CO2Et, D is CO2CH2CO2Et;
when A is CO2Et, D is CO2Et; and
when A is CN, D is a carboxylic ester moiety CO2R4,
wherein
R4 is selected from the group consisting of: C1-C18 linear or branched alkyl chain, terminally trimethylsilylated C1-C3 alkyl chain, partially fluorinated —CH2CF3, —CH2CF2CF3, —CH2(CF2)2H, —CH2(CF2)4H, —CH(CF3)CH3, allyl, propargyl, cyclohexyl, cyclohexenyl, methylcyclohexyl, methylcyclohexenyl, ethylcyclohexyl, ethylcyclohexenyl, furfuryl, phenylethyl, phenoxyethyl, and an acrylic ester moiety of formula (VI):

wherein
T is: (CH2)z, wherein the value of z is between 2 and 12 inclusive, or C3-C12 branched alkyl chain, bisphenyl, bisphenol, and R5 is H, Me, CN or CO2R6, wherein R6 is a methyl or ethyl group;
a group of formula (VII)

wherein
R7 is selected from the group consisting of H and Me, R8 is selected from the group consisting of Si(Me3)3, and a C1-C6 linear or branched alkyl chain, and the value of n is between 1 and 3 inclusive, and
3) at least one acid stabilizer compound selected from the group of Lewis acids.

US Pat. No. 10,044,867

CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

Afiniti International Hol...

1. A method for handling contacts and agents in a contact center system comprising:ordering, in the contact center system, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents according to an initial scoring based on a computer-generated model of the plurality of agents;
rescaling, by the at least one computer processor, the initial scoring of at least one agent of the plurality of agents to optimize performance of the contact center system based on the rescaling, wherein an amount of the rescaling is based at least in part upon a function of a count of available agents of the plurality of agents;
shifting, by the at least one computer processor, the initial scoring of at least one agent of the plurality of agents to further optimize performance of the contact center system based on the shifting, wherein an amount of the shifting is based at least in part upon the count of available agents of the plurality of agents;
outputting, by the at least one computer processor, the rescaled and shifted initial scoring for facilitating connection of the at least one agent to at least one contact in the contact center system; and
establishing, by a routing engine of the contact center system, a communication channel between communication equipment of the at least one agent and communication equipment of the at least one contact based upon the rescaled and shifted initial scoring.

US Pat. No. 10,626,299

FAST AND ELASTIC ADHESIVE

1. A cyanoacrylate composition, comprising:1) a component A comprising:
a. a compound of general formula (I)

wherein
A is selected from the group consisting of CN, CO2Me and CO2Et, and
D is a group defined by the general formula (II)

wherein
R1 is selected from the group consisting of H and Me,
R2 is selected from the group consisting of Si(Me3)3, and a C1-C6 linear or branched alkyl chain, and
n is between 1 and 3,
optionally combined with a compound of general formula (III)

wherein
E is selected from the group consisting of CN, CO2Me and CO2Et, and
G is a carboxylic ester moiety CO2R3, wherein R3 is selected from the group consisting of: C1-C18 linear or branched alkyl chain, trimethylsilylated C1-C3 alkyl chain, allyl, propargyl, cyclohexyl, cyclohexenyl, methylcyclohexyl, methylcyclohexenyl, ethylcyclohexyl, ethylcyclohexenyl, furfuryl, phenylethyl, phenoxyethyl, and acrylic ester moiety,
b. a thickener,
c. a thixotropic agent selected from the group consisting of hydrogenated castor oil, hydrogenated castor oil modified by reaction with an amine, polyamides, and silica,
d. a stabilizing agent, and
2) a component B comprising:
a. a plasticizing agent selected from the group consisting of esters of C2-C4 carboxylic acids with C2-C5 alkyl alcohols having 2-4 hydroxyl groups,
b. an initiating agent, and
c. a thixotropic agent selected from the group consisting of hydrogenated castor oil, hydrogenated castor oil modified by reaction with an amine, polyamides, and silica.

US Pat. No. 10,298,763

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technolgie...

1. A method for benchmarking pairing strategies in a contact center system comprising:cycling, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, among at least two pairing strategies, wherein the cycling comprises:
determining, by the at least one computer processor, an arrival time of a contact;
selecting, by the at least one computer processor, a first pairing strategy of the at least two pairing strategies based on the arrival time; and
pairing, by the at least one computer processor, the contact to an agent using the first pairing strategy, wherein the pairing comprises establishing, by a switch of the contact center system, a connection between the contact and the agent based upon the first pairing strategy;
determining, by the at least one computer processor, a difference in performance between the at least two pairing strategies; and
outputting, by the at least one computer processor, the difference in performance between the at least two pairing strategies for benchmarking the at least two pairing strategies, wherein the performance difference demonstrates that optimizing performance of the contact center system is realized using the first pairing strategy of the at least two pairing strategies instead of another of the at least two pairing strategies.

US Pat. No. 9,930,180

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. 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 contact-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 network flow model to apply an amount of agent utilization skew and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow 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.

US Pat. No. 10,511,716

SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER

Afiniti Europe Technologi...

1. A method for routing contacts to agents in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform routing operations in the contact center system, a plurality of agents;
determining, by the at least one computer processor, a plurality of gradings for the plurality of agents, wherein each grading of the plurality of gradings grades each of the plurality of agents according to at least one of a plurality of optimal interaction types;
receiving, by the at least one computer processor, weightings for the plurality of optimal interaction types, wherein the plurality of optimal interaction types are weighted against each other;
determining, by the at least one computer processor, a plurality of weighted gradings for the plurality of graded agents based at least in part upon the weightings for the plurality of optimal interaction types; and
establishing, in a switch of the contact center system, a connection between an available contact and an available agent of the plurality of agents based on a pattern matching algorithm according to the plurality of weighted gradings.

US Pat. No. 10,306,067

CALL MAPPING SYSTEMS AND METHODS USING BAYESIAN MEAN REGRESSION (BMR)

Afiniti Europe Technologi...

1. A method for improved pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform pairing operations in the contact center system, a first measure of a first number of data points for a first individual and a first metric, wherein the first number of data points are a first number of performance data points and the first metric is a first performance metric if the first individual is an agent, and wherein the first number of data points are a first number of propensity data points and the first metric is a first propensity metric if the first individual is a contact;
determining, by the at least one computer processor, a second measure of a second number of data points for a second individual and the first metric, wherein the second number of data points are a second number of performance data points if the second individual is an agent, and wherein the second number of data points are a second number of propensity data points if the first second is a contact;
ranking, by the at least one computer processor, the first individual and the second individual based on a comparison of the first measure for the first individual and the second measure for the second individual;
selecting, according to a pairing strategy, by the at least one computer processor, a contact for pairing with one of the first individual and the second individual if the first and second individuals are agents, or an agent for pairing with one of the first individual and the second individual if the first and second individuals are contacts, for connection in the contact center system, wherein the pairing strategy is a data-driven pairing strategy based on information about the contact or the agent and the ranking of the first individual and the second individual; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the selected contact or agent and communication equipment of one of the first individual and the second individual to optimize performance of the contact center system attributable to the pairing strategy and the ranking.

US Pat. No. 10,165,123

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking 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, an identifier for each contact of a plurality of contacts;
for each contact, selecting, by the at least one computer processor, one of a first pairing strategy or a second pairing strategy based on the unique identifier, wherein the selecting comprises searching, by the at least one computer processor, a plurality of historical contact-agent interaction records for a record of a prior pairing, wherein the record of the prior pairing includes an indicator of a previously selected one of the first or second pairing strategy used for the prior pairing;
pairing, by the at least one computer processor, each contact to a corresponding agent for connection in the contact center system using the selected one of the first or second pairing strategy, wherein the pairing comprises establishing, by a switch of the contact center system, a connection between communication equipment of each contact and communication equipment of each corresponding agent based upon at least one of the first and second pairing strategies;
determining, by the at least one computer processor, a difference in performance between the first pairing strategy selected for pairing a first subset of the plurality of contacts and the second pairing strategy selected for pairing a second subset of the plurality of contacts, wherein the difference in performance provides an indication that pairing contacts and agents using the first pairing strategy results in a performance gain for the contact center system attributable to the first pairing strategy; and
outputting, by the at least one computer processor, the difference in performance between the first and second pairing strategies for benchmarking the first and second pairing strategies.

US Pat. No. 10,348,901

TECHNIQUES FOR BEHAVIORAL PAIRING MODEL EVALUATION IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing model evaluation in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform pairing model evaluation operations in the contact center system, an ordering of a plurality of agents;
determining, by the at least one computer processor, an ordering of a first plurality of contact types;
analyzing, by the at least one computer processor, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a first pairing model;
determining, by the at least one computer processor, a first expected performance of the first pairing model in the contact center system;
constructing, by the at least one computer processor, a second pairing model based at least on a second ordering of a second plurality of contact types different from the first plurality of contact types;
determining, by the at least one computer processor, a second expected performance of the second pairing model in the contact center system;
evaluating, by the at least one computer processor, the second expected performance of the second pairing model and the first expected performance of the first pairing model;
selecting, by the at least one computer processor, one of at least the first pairing model and the second pairing model based on the evaluation of the first expected performance and the second expected performance; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a connection between an agent of the plurality of agents and a contact of one of the first plurality of contact types and the second plurality of contact types.

US Pat. No. 10,257,354

TECHNIQUES FOR L3 PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing in a contact center system comprising:identifying, by at least one computer processor communicatively coupled to and configured to perform contact/agent pairing operations in the contact center system, a plurality of contacts waiting for assignment;
identifying, by the at least one computer processor, a plurality of agents available for assignment;
postponing, by a computer-based pairing algorithm operating on the at least one computer processor, assignment until a number of choices among the plurality of agents and the plurality of contacts exceeds a predetermined number of choices, thereby increasing an amount of choice available to the computer-based pairing algorithm;
selecting, by the computer-based pairing algorithm operating on the at least one computer processor, at least one of the plurality of agents with at least one of the plurality of contacts for assignment and connection within the contact center system;
outputting, by the at least one computer processor, the selection of the at least one of the plurality of agents with the at least one of the plurality of contacts for connection in a switch module of the contact center system; and
establishing, by the at least one computer processor, in the switch module of the contact center system, a communication channel between communication equipment of the at least one of the plurality of agents and communication equipment of the at least one of the plurality of contacts based upon the selection to optimize performance of the contact center system.

US Pat. No. 10,509,669

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A TASK ASSIGNMENT SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies in a task assignment system, the method comprising:pairing, by at least one computer processor configured to perform task assignment operations in the task assignment system, a first plurality of historical task assignments using a first pairing strategy during a first period, wherein the pairing comprises establishing, by a switch of the task assignment system, a connection between each of the first plurality of historical task assignments and a respective agent based upon the first pairing strategy;
pairing, by the at least one computer processor, a second plurality of historical task assignments using a second pairing strategy during the first period, wherein the pairing comprises establishing, by a switch of the task assignment system, a connection between each of the second plurality of historical task assignments and a respective agent based upon the second pairing strategy;
determining, by the at least one computer processor, a value attributable to each task of the first plurality of historical task assignments and the second plurality of historical task assignments during a second period after the first period;
determining, by the at least one computer processor, a difference in performance between the first and second pairing strategies based on the value attributable to each task during the second period and which of the first or second pairing strategy was used to pair each task during the first period, wherein the difference in performance provides an indication that pairing tasks using the first pairing strategy results in a performance gain for the task assignment system attributable to the first pairing strategy, wherein the difference in performance also provides an indication that optimizing performance of the task assignment system is realized using the first pairing strategy instead of the second pairing strategy; and
outputting, by the at least one computer processor, the difference in performance between the first pairing strategy and the second pairing strategy for benchmarking at least the first pairing strategy and the second pairing strategy.

US Pat. No. 10,375,246

TECHNIQUES FOR ESTIMATING EXPECTED PERFORMANCE IN A TASK ASSIGNMENT SYSTEM

Afiniti Europe Technologi...

1. A method for validating a preferred task assignment strategy in a task assignment system comprising:receiving, by at least one computer processor communicatively coupled to and configured to perform task assignment operations in the task assignment system, a first plurality of historical agent-task assignments;
determining, by the at least one computer processor, a baseline performance level of the task assignment system using an underlying task assignment strategy based on each outcome of the first plurality of historical agent-task assignments;
determining, by the at least one computer processor, a first subset of historical agent-task assignments by excluding any of the first plurality of historical agent-task assignments that exceed a threshold closeness of fit to the preferred task assignment strategy;
determining, by the at least one computer processor, an estimated performance level of the task assignment system using the preferred task assignment strategy based on each outcome of the first subset of historical agent-task assignments;
outputting, by the at least one computer processor, an expected gain attributable to using the preferred task assignment strategy in the task assignment system by comparing the estimated performance level to the baseline performance level; and
establishing, in a switch of the task assignment system, a connection between a task and an agent based upon the preferred task assignment strategy.

US Pat. No. 10,320,985

TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for hybrid behavioral pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a first ordering of a plurality of agents according to a behavioral pairing strategy with a balanced agent utilization;
determining, by the at least one computer processor, a second ordering of the plurality of agents according to a performance-based routing strategy with an unbalanced agent utilization;
determining, by the at least one computer processor, a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed agent utilization between the balanced agent utilization and the unbalanced agent utilization;
outputting, by the at least one computer processor, a hybrid behavioral pairing model based on the third ordering for connecting a contact to an agent of the plurality of agents in the contact center system; and
establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the contact and the agent based upon the output hybrid behavioral pairing model.

US Pat. No. 10,298,762

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, for each contact of a plurality of contacts, an associated plurality of historical contact assignments, wherein each of the associated plurality of historical contact assignments is based upon a connection, previously established by a switch of the contact center system, between an associated one of the plurality of contacts and a respective agent based upon a pairing strategy;
determining, by the at least one computer processor, for each contact, an associated outcome value;
partitioning, by the at least one computer processor, for each contact, the associated plurality of historical contact assignments into a first associated subset assigned using a first pairing strategy and a second associated subset assigned using a second pairing strategy;
determining, by the at least one computer processor, for each contact, a first portion of the associated outcome value attributable to the first associated subset and a second portion of the associated outcome value attributable to the second associated subset; and
outputting, by the at least one computer processor, a difference in performance between the first and second pairing strategies according to the first and second associated portions of the associated outcome value for each contact.

US Pat. No. 10,708,430

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies 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 contact that was paired to a first available agent at a first time according to a first pairing strategy and paired to a second available agent at a second time according to a second pairing strategy;
determining, by the at least one computer processor, a first value associated with the contact pairing at the first time according to the first pairing strategy and a second value associated with the contact pairing at the second time according to the second pairing strategy, wherein determining the first value or the second value is based at least in part on a total number of times the contact was paired according to the first or second pairing strategy for a first issue of the contact;
determining, by the at least one computer processor, a difference in performance between the first pairing strategy and second pairing strategy based at least in part on the first value and the second value; and
outputting, by the at least one computer processor, the difference in performance for benchmarking the first pairing strategy and the second pairing strategy.

US Pat. No. 10,419,616

MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE

Afiniti International Hol...

1. A method for pairing in a contact center system comprising:pairing, by at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in the contact center system, a first agent and a first contact based on a first performance measurement of the first contact and a first influenceable-by-performance measurement of the first agent according to a first pairing strategy; and
establishing, by a routing engine of the contact center system, a communications channel between the first contact and the first agent based upon the first pairing strategy, wherein the first pairing strategy improves overall performance of the contact center system by taking into account the first performance measurement of the first contact and the first influenceable-by-performance measurement of the first agent.

US Pat. No. 10,404,861

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for behavioral pairing model evaluation in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a plurality of agents and a plurality of contact types;
analyzing, by the at least one computer processor, historical contact-agent outcome data to determine an expected value of each feasible combination of agent and contact type from the pluralities of agents and contact types;
determining, by the at least one computer processor, a pairing model based on the expected values of feasible combinations;
determining, by the at least one computer processor, an expected performance of the contact center system using the pairing model;
outputting, by the at least one computer processor, the expected performance of the contact center system using the pairing model; and
establishing, in a switch module of the contact center system, a communication channel between a contact and an agent based at least in part upon the pairing model.

US Pat. No. 10,348,900

TECHNIQUES FOR BEHAVIORAL PAIRING MODEL EVALUATION IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing model evaluation in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform pairing model evaluation operations in the contact center system, an ordering of a plurality of agents;
determining, by the at least one computer processor, an ordering of a plurality of contact types;
analyzing, by the at least one computer processor, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a first pairing model;
determining, by the at least one computer processor, a first expected performance of the first pairing model in the contact center system;
determining, by the at least one computer processor, a second expected performance of a FIFO pairing strategy in the contact center system;
evaluating, by the at least one computer processor, the first expected performance of the first pairing model and the second expected performance of the FIFO pairing strategy to determine an expected gain of the contact center system using the first pairing model instead of the FIFO pairing strategy;
selecting, by the at least one computer processor, one of at least the first pairing model and the FIFO pairing strategy based on the evaluation of the first expected performance and the second expected performance; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a connection between an agent of the plurality of agents and a contact of one of the plurality of contact types.

US Pat. No. 10,322,861

DISPLAY PACKAGE FOR 2 COMPONENT CYANOACRYLATE COMPOSITIONS

1. A display package for 2K cyanoacrylate compositions, comprising:a secondary outer pack;
a primary inner pack, which is a double-barrelled syringe that contains:
a bulk composition comprising:
Part A: a cyanoacrylate based adhesive composition; and
Part B: a composition comprising a mixture of plasticizer and catalyst or a mixture of non-CA monomer and catalyst;
two distinct physical parts; and
temporary sealing means;
a plunger; and
one or more mixing elements,
wherein
the two distinct physical parts contact the bulk composition or its constituents,
the first physical part located at one end of the primary inner pack is a removable cap which closes an orifice or orifices from where the bulk composition is dispensed,
the second physical part at intermediate position within the primary inner pack is a group of two movable pistons which contact and confine the bulk composition between itself and the end of the primary inner pack where the orifice or orifices are located, and
the temporary sealing means, which forms a barrier between volatile constituents emitted by the bulk composition and the secondary outer pack, and which means is located between the second physical part and the distal end of the syringe,
wherein the temporary sealing means is a bung or cap partially confined within the primary inner pack and separated from the second physical part by a gap, or
wherein the temporary sealing means is a grease, wax, or cured sealant confined within the primary inner pack but in initial intimate contact with the second physical part, and it is not in intimate contact with the bulk composition.

US Pat. No. 9,942,405

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. 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 contacts available for connection to an agent;
determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts;
selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model to apply an amount of agent utilization skew and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow 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.

US Pat. No. 10,750,024

TECHNIQUES FOR BEHAVIORAL PAIRING MODEL EVALUATION IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing model evaluation in a contact center system comprising:analyzing, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, historical contactagent outcome data to construct a first pairing model for a plurality of agents and a first plurality of contact types;
analyzing, by the at least one computer processor, the historical contactagent outcome data to construct a second pairing model for the plurality of agents and a second plurality of contact types;
comparing, by the at least one computer processor, a first expected performance of the contact center system using the first pairing model with a second expected performance of the contact center system using the second pairing model;
selecting, by the at least one computer processor, a higher-performing pairing model of the first and second pairing models for use in the contact center system; and
selecting, according to the higher-performing pairing model, by the at least one computer processor, at least one agent-contact type pairing for connection in the contact center system to optimize performance of the contact center system.

US Pat. No. 10,326,884

TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for hybrid behavioral pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization;
determining, by the at least one computer processor, a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization;
determining, by the at least one computer processor, a third ordering of the plurality of contacts according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization;
outputting, by the at least one computer processor, a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system; and
establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the agent and the contact based upon the output hybrid behavioral pairing model.

US Pat. No. 10,750,023

TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for behavioral pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a plurality of contacts available for connection to an agent;
determining, by the at least one computer processor, for each of the plurality of contacts, a bandwidth greater than zero for being selected for connection to the agent, wherein a larger difference in bandwidth between a higher-ranking contact and a lower-ranking contact corresponds to a larger bias toward skewed contact type selection;
selecting, by the at least one computer processor, after the next agent becomes available for connection to any of the plurality of contacts, one of the plurality of contacts for connection based at least in part on the bandwidth of each of the plurality of contacts; and
establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the agent and the one of the plurality of contacts based upon the selecting.

US Pat. No. 10,334,107

CALL MAPPING SYSTEMS AND METHODS USING BAYESIAN MEAN REGRESSION (BMR)

Afiniti Europe Technologi...

1. A method for improved pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform pairing operations in the contact center system, a first measure of a first number of data points for a first individual and a first metric, wherein the first number of data points are a first number of performance data points and the first metric is a first performance metric if the first individual is an agent, and wherein the first number of data points are a first number of propensity data points and the first metric is a first propensity metric if the first individual is a contact;
determining, by the at least one computer processor, a second measure of a second number of data points for a second individual and the first metric, wherein the second number of data points are a second number of performance data points if the second individual is an agent, and wherein the second number of data points are a second number of propensity data points if the first second is a contact;
ranking, by the at least one computer processor, the first individual and the second individual based on a comparison of the first measure for the first individual and the second measure for the second individual;
selecting, according to a pairing strategy, by the at least one computer processor, a contact for pairing with one of the first individual and the second individual if the first and second individuals are agents, or an agent for pairing with one of the first individual and the second individual if the first and second individuals are contacts, for connection in the contact center system, wherein the pairing strategy is a data-driven pairing strategy based on information about the contact or the agent and the ranking of the first individual and the second individual; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the selected contact or agent and communication equipment of one of the first individual and the second individual to optimize performance of the contact center system attributable to the pairing strategy and the ranking.

US Pat. No. 10,708,431

TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for behavioral pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a plurality of agents available for connection to a contact;
determining, by the at least one computer processor, for each of the plurality of agents, a bandwidth greater than zero for being selected for connection to the contact, wherein a larger difference in bandwidth between a higher-performing agent and a lower-performing agent corresponds to a larger bias toward skewed agent utilization;
selecting, by the at least one computer processor, after the next contact becomes available for connection to any of the plurality of agents, one of the plurality of agents for connection based at least in part on the bandwidth of each of the plurality of agents; and
establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the contact and the one of the plurality of agents based upon the selecting.

US Pat. No. 10,666,805

CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

Afiniti Europe Technologi...

1. A method for handling contacts and agents in a contact center system comprising:determining, by at least one computer processor configured to operate in the contact center system, a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue of the contact center system for connection to one of a plurality of agents assigned to the queue and eligible for assignment to any of the plurality of contacts of the contact center system;
adjusting, by the at least one computer processor, the initial normalized ranking of the plurality of contacts according to a time effects compensation; and
establishing, by the at least one computer processor, in a switch of the contact center system, a connection between one of the plurality of contacts and one of the plurality of agents using a pattern matching algorithm based on the adjusted normalized ranking of the plurality of contacts, wherein at least one higher-ranking contact of the plurality of contacts according to the adjusted normalized ranking of the plurality of contacts remains in the queue of the contact center system.

US Pat. No. 10,496,438

TECHNIQUES FOR ADAPTING BEHAVIORAL PAIRING TO RUNTIME CONDITIONS IN A TASK ASSIGNMENT SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method for adapting behavioral pairing to runtime conditions in a task assignment system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the task assignment system, at least two behavioral pairing models adapted for different runtime conditions for assigning tasks in the task assignment system;
monitoring, by the at least one computer processor, at least one runtime condition of the task assignment system;
selecting, by the at least one computer processor, one of the at least two behavioral pairing models based on the at least one runtime condition; and
establishing, in a switch of the task assignment system, a connection between a task and an agent based upon the selected behavioral pairing model.

US Pat. No. 10,320,986

SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM

Afiniti Europe Technologi...

1. A method for evaluating pairing strategies in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to evaluate pairing strategies in the contact center system, a first plurality of interaction outcomes in a contact center system, wherein determining the first plurality of interaction outcomes comprises establishing, by a switch of the contact center system, a connection between a contact and an agent paired in the contact center system using one of a plurality of pairing strategies and logging an outcome of an interaction between the contact and the agent;
retrieving, by the at least one computer processor, for each of the first plurality of interaction outcomes, an indicator associated with the each of the first plurality of interaction outcomes, wherein the indicator indicates which of the plurality of pairing strategies was used for each of the first plurality of interaction outcomes;
determining, by the at least one computer processor, a first subset of the first plurality of interaction outcomes associated with indicators indicating a first pairing strategy of the plurality of pairing strategies was used;
determining, by the at least one computer processor, a second subset of the first plurality of interaction outcomes associated with indicators indicating a second pairing strategy of the plurality of pairing strategies was used; and
comparing, by the at least one computer processor, the first subset with the second subset to determine a first amount of performance gain attributable to the first pairing strategy over the second pairing strategy.

US Pat. No. 10,992,812

CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION

Afiniti, Ltd., Hamilton ...

1. A method for handling contacts and agents in a contact center system comprising:determining, by at least one computer processor configured to operate in the contact center system, a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue of the contact center system for connection to one of a plurality of agents assigned to the queue of the contact center system;
adjusting, by the at least one computer processor, the initial normalized ranking according to a time effects compensation to generate an adjusted normalized ranking, wherein the time effects compensation compensates for a first time shift of the plurality of agents appearing to have a higher performance rate than a second time shift of the plurality of agents, wherein the higher performance rate is attributable at least in part to a higher conversion rate among contacts arriving during the first time shift than contacts arriving during the second time shift; and
establishing, by the at least one computer processor, in a switch of the contact center system, a connection between one of the plurality of contacts and one of the plurality of agents using a pattern matching algorithm based on the adjusted normalized ranking.

US Pat. No. 10,623,565

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. 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 preferred hold activity for a contact;
presenting, by the at least one computer processor, the preferred hold activity to the contact;
analyzing, by the at least one computer processor, a behavioral pairing model with information about the preferred hold activity to pair the contact with an available agent to improve overall performance of the contact center system; and
assigning, by the at least one computer processor, the contact to the available agent based at least in part upon the analysis.

US Pat. No. 10,326,882

TECHNIQUES FOR WORKFORCE MANAGEMENT IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for workforce management in a contact center system comprising:generating, by at least one computer processor communicatively coupled to and configured to perform workforce management operations in the contact center system, historical workforce data regarding an agent workforce capacity of the contact center system;
determining, by the at least one computer processor, a 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 for selecting waiting contacts out of queue order;
applying, by the at least one computer processor, a choice-based pairing strategy to available agents or waiting contacts in the contact center system based at least upon the determined decrease to the agent workforce of the contact center system to increase the amount of choice for selecting waiting contacts out of queue order, wherein the increased choice improves performance of the contact center system;
outputting, by the at least one computer processor, a result of the choice-based pairing strategy for facilitating connection of available agents or waiting contacts in the contact center system; and
establishing, by a switch of the contact center system, a communications channel between a waiting contact and an available agent based upon the result of the choice-based pairing strategy to realize a performance gain for the contact center system attributable to the choice-based pairing strategy.

US Pat. No. 10,320,984

TECHNIQUES FOR L3 PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for L3 pairing in a contact center system comprising:identifying, by at least one computer processor communicatively coupled to and configured to perform contact/agent pairing operations in the contact center system, a first contact;
identifying, by the at least one computer processor, a first agent available for assignment to the first contact;
comparing, by a computer-based pairing strategy operating on the at least one computer processor, information about the first contact with information about the first agent;
postponing, by the at least one computer processor, by a first period of delay, assignment of the first agent and assignment of the first contact based on the comparison, wherein a second agent becomes available during the first period of delay, thereby increasing an amount of choice available to the computer-based pairing strategy;
selecting, by the computer-based pairing strategy operating on the at least one computer processor, for assignment to the first contact, the second agent that became available during the first period of delay, wherein the second agent is ranked lower than the first agent; and
establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of the first contact and communication equipment of the second agent based upon the selection to optimize performance of the contact center system.

US Pat. No. 10,893,146

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:determining, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, an adjustable probability distribution for selecting any of the first, second, third, and fourth pairing strategies, wherein each of the first, second, third, and fourth pairing strategies have a non-zero chance of being selected;
at a first time, by the at least one computer processor, selecting a first pairing strategy based on the adjustable probability distribution for pairing a first contact to an agent;
at a second time later than the first time, by the at least one computer processor, selecting a second pairing strategy that is different from the first pairing strategy based on the adjustable probability distribution for pairing a second contact to the agent;
at a third time later than the second time, by the at least one computer processor, selecting a third pairing strategy that is different from the second pairing strategy based on the adjustable probability distribution for pairing a third contact to the agent;
at a fourth time later than the third time, by the at least one computer processor, selecting a fourth pairing strategy that is different from the first and third pairing strategies for pairing a fourth contact to the agent;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the pairings of the first and third contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the pairings of the second and fourth contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements;
wherein the first, second, third, and fourth times occur within a time interval of less than 24 hours.

US Pat. No. 10,757,261

TECHNIQUES FOR PAIRING CONTACTS AND AGENTS IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method for pairing contacts and agents in a contact center system comprising:assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact from a queue of contacts that is not at a head of the queue to an agent based on information associated with a prior interaction of the contact with the contact center system,
wherein the assigning results in a less favorable outcome for the contact assigned to the agent compared to assigning a contact from the queue of contacts that is at the head of the queue, but wherein the assigning of the contact from the queue of contacts that is not at the head of the queue results in an increase in an overall performance of the contact center system.

US Pat. No. 10,419,615

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for benchmarking pairing strategies in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform benchmarking operations in the contact center system, a first benchmark for a first pairing strategy and a second pairing strategy, wherein the first benchmark is uncorrected for a Yule-Simpson effect;
determining, by the at least one computer processor, a second benchmark for the first and second pairing strategies, wherein the second benchmark is corrected for the Yule-Simpson effect;
outputting, by the at least one computer processor, an amount of relative performance difference between the first and second benchmarks attributable to the Yule-Simpson effect, wherein the amount of relative performance difference demonstrates that correcting for the Yule-Simpson effect results in optimized performance of the contact center system;
wherein the first and second benchmarks are realized by establishing, in a switch of the contact center system, connections between at least one contact and at least one agent based upon the first and second pairing strategies.

US Pat. No. 10,972,610

TECHNIQUES FOR ESTIMATING EXPECTED PERFORMANCE IN A TASK ASSIGNMENT SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:receiving, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a plurality of contact-agent interactions, wherein each of the plurality of contact-agent interactions is associated with a contact type of a plurality of contact types, an agent set of a plurality of agent sets, and an outcome;
assigning, by the at least one computer processor, each of the contact-agent interactions of the plurality of contact-agent interactions to a plurality of interaction sets, wherein each interaction set of the plurality of interaction sets is associated with one of the contact types of the plurality of contact types and one of the agent sets of the plurality of agent sets;
calculating, by the at least one computer processor, for the plurality of interaction sets, a plurality of aggregated outcomes;
determining, by the at least one computer processor, a pairing strategy based on the plurality of aggregated outcomes, wherein the pairing strategy is configured to cause a connection to be established between a contact and an agent in a switch of the contact center system;
determining, by the at least one computer processor, an expected utilization of an agent set from the plurality of agent sets based on the pairing strategy;
determining, by the at least one computer processor, an allocation of a contact type from the plurality of contact types based on the pairing strategy; and
outputting, by the at least one computer processor, an estimated performance of the pairing strategy based on the expected utilization and the allocation,
wherein a size of the plurality of interaction sets is greater than a sum of a size of the plurality of agent sets and a size of the plurality of contact types.

US Pat. No. 10,965,813

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:at a first point in time, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, pairing a first contact to an agent using a first pairing strategy;
at a second point in time later than the first point of time, by the at least one computer processor, pairing a second contact to the agent using a second pairing strategy that is different from the first pairing strategy;
at a third point in time later than the second point in time, by the at least one computer processor, pairing a third contact to the agent using a third pairing strategy that is different from the from the second pairing strategy;
at a fourth point in time later than the third point in time, by the at least one computer processor, pairing a fourth contact to the agent using a fourth pairing strategy that is different from the first and third pairing strategies;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements;
wherein at least one of the first pairing strategy, the second pairing strategy, the third pairing strategy, and the fourth pairing strategy does not comprise a pairing strategy comprising a comparison between at least two contacts that does not require information about any agent.

US Pat. No. 10,958,789

TECHNIQUES FOR CASE ALLOCATION

Afiniti, Ltd., Hamilton ...

1. A method for allocating cases to agents in a service center system comprising:receiving, by at least one computer processor communicatively coupled to and configured to operate in the service center system, a first plurality of cases for assignment to a first plurality of agents;
determining, by the at least one computer processor, initial pairing data for the first plurality of cases to the first plurality of agents;
partitioning, by the at least one computer processor, the first plurality of cases based on the initial pairing data, wherein the partitioning provides a plurality of excluded cases, a plurality of management cases, and a plurality of automated cases;
assigning, by the at least one computer processor, the plurality of management cases to a second plurality of agents based on a first pairing strategy;
assigning, by the at least one computer processor, the plurality of automated cases to a third plurality of agents based on a second pairing strategy; and
assigning, by the at least one computer processor, the plurality of excluded cases to a fourth plurality of agents based on the initial pairing data.

US Pat. No. 10,924,612

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first pairing strategy to a plurality of agents;
pairing, by the at least one computer processor, the plurality of agents to a first plurality of contacts using the first pairing strategy;
during a second period of time later than the first period of time, associating, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to the plurality of agents;
pairing, by the at least one computer processor, the plurality of agents to a second plurality of contacts using the second pairing strategy;
during a third period of time later than the second period of time, associating, by the at least one computer processor, a third pairing strategy that is different from the second pairing strategy to the plurality of agents;
pairing, by the at least one computer processor, the plurality of agents to a third plurality of contacts using the third pairing strategy;
during a fourth period of time later than the third period of time, associating, by the at least one computer processor, a fourth pairing strategy that is different from the first and third pairing strategies to the plurality of agents;
pairing, by the at least one computer processor, the plurality of agents to a fourth plurality of contacts using the fourth pairing strategy;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third pluralities of contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements,
wherein the first, second, third, and fourth periods of time occur within a time interval of less than 24 hours,
wherein a first scheduling of the first period of time is determined prior to the first period of time,
wherein a second scheduling of the second period of time is determined prior to the second period of time,
wherein a third scheduling of the third period of time is determined prior to the third period of time, and
wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time.

US Pat. No. 10,757,260

TECHNIQUES FOR ESTIMATING EXPECTED PERFORMANCE IN A TASK ASSIGNMENT SYSTEM

Afiniti Europe Technologi...

1. A method for validating a preferred task assignment strategy in a task assignment system comprising:receiving, by at least one computer processor communicatively to and configured to perform task assignment operations in the task assignment system, an average size of a task queue or an average number of available agents for agent-task pairing in the task assignment system;
determining, by the at least one computer processor, an expected average amount of choice for agent-task pairing in the task assignment system based on the average size of the task queue or the average number of available agents;
calculating, by the at least one computer processor, a first estimated performance level of the task assignment system using the preferred task assignment strategy based on the expected average amount of choice for agent-task pairing in the task assignment system,
outputting, by the at least one computer processor, the calculated first estimated performance level of the task assignment system; and
establishing, in a switch of the task assignment system, a connection between a task and an agent based upon the preferred task assignment strategy and the calculated first estimated performance level of the task assignment system.

US Pat. No. 10,757,262

TECHNIQUES FOR DECISIONING BEHAVIORAL PAIRING IN A TASK ASSIGNMENT SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method for decisioning 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, a plurality of possible task-agent pairings among a plurality of tasks waiting for assignment and at least one agent available for assignment; and
selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set of a plurality of potential offer sets to be offered by the agent in the first task-agent pairing or a first compensation of a plurality of potential compensations to be received by the agent in the first task-agent pairing.

US Pat. No. 10,999,439

TECHNIQUES FOR ESTIMATING EXPECTED PERFORMANCE IN A TASK ASSIGNMENT SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:receiving, by at least one computer processor communicatively coupled to and configured to perform contact-agent pairing operations in a contact center system, a plurality of contact types;
receiving, by the at least one computer processor, a plurality of agent sets;
receiving, by the at least one computer processor, a first plurality of contact-agent interaction sets and associated outcomes;
generating, by the at least one computer processor, a plurality of weights based on the first plurality of contactagent interaction sets, the plurality of contact types, and the plurality of agent sets;
receiving, by the at least one computer processor, a second plurality of contact-agent interaction sets and associated outcomes;
applying, by the at least one computer processor, the plurality of weights to the second plurality of contact-agent interaction sets; and
estimating, by the at least one computer processor, a performance of a pairing strategy based on the applying, wherein the pairing strategy is configured to cause a connection to be established between a contact and an agent in a switch of the contact center system.

US Pat. No. 10,986,231

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:at a first time, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, pairing a first contact to an agent using a first pairing strategy;
at a second time later than the first time, by the at least one computer processor, pairing a second contact to the agent using a second pairing strategy that is different from the first pairing strategy;
at a third time later than the second time, by the at least one computer processor, pairing a third contact to the agent using a third pairing strategy that is different from the from the second pairing strategy;
at a fourth time later than the third time, by the at least one computer processor, pairing a fourth contact to the agent using a fourth pairing strategy that is different from the first and third pairing strategies;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements;
wherein at least one of the first pairing strategy, the second pairing strategy, the third pairing strategy, and the fourth pairing strategy does not comprise a pairing strategy comprising a comparison between at least two agents that does not require information about any contact.

US Pat. No. 10,979,569

CALL MAPPING SYSTEMS AND METHODS USING BAYESIAN MEAN REGRESSION (BMR)

Afiniti, Ltd., Hamilton ...

1. A method for pairing in a contact center system comprising:retrieving, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of historical outcomes associated with a first agent of a plurality of agents in the contact center system;
determining, by the at least one computer processor, a first performance measurement of the first agent based on the plurality of historical outcomes;
determining, by the at least one computer processor, a first adjusted performance measurement by adjusting the first performance measurement based on a size of the plurality of historical outcomes; and
selecting, by the at least one computer processor, the first agent for pairing with a contact in the contact center system based at least in part on the first adjusted performance measurement.

US Pat. No. 10,979,570

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first pairing strategy to a plurality of agents;
pairing, in a switch of the contact center system, the plurality of agents to a first plurality of contacts using the first pairing strategy;
during a second period of time later than the first period of time, associating, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to the plurality of agents;
pairing, in the switch of the contact center system, the plurality of agents to a second plurality of contacts using the second pairing strategy;
during a third period of time later than the second period of time, associating, by the at least one computer processor, a third pairing strategy that is different from the second pairing strategy to the plurality of agents;
pairing, in the switch of the contact center system, the plurality of agents to a third plurality of contacts using the third pairing strategy;
during a fourth period of time later than the third period of time, associating, by the at least one computer processor, a fourth pairing strategy that is different from the first and third pairing strategies to the plurality of agents;
pairing, in the switch of the contact center system, the plurality of agents to a fourth plurality of contacts using the fourth pairing strategy;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third pluralities of contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements;
wherein a first scheduling of the first period of time is determined prior to the first period of time;
wherein a second scheduling of the second period of time is determined prior to the second period of time;
wherein a third scheduling of the third period of time is determined prior to the third period of time;
wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time;
wherein the first, second, third, and fourth periods of time occur within a time interval that is selected to decrease a likelihood of bias attributable to time effects in the contact center system.

US Pat. No. 10,979,571

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:at a first time, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, pairing a first contact to an agent using a first pairing strategy;
at a second time later than the first time, by the at least one computer processor, pairing a second contact to the agent using a second pairing strategy that is different from the first pairing strategy;
at a third time later than the second time, by the at least one computer processor, pairing a third contact to the agent using a third pairing strategy that is different from the second pairing strategy;
at a fourth time later than the third time, by the at least one computer processor, pairing a fourth contact to the agent using a fourth pairing strategy that is different from the first and third pairing strategies;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements;
wherein the outputting is based on minimizing effects other than effects of the pairing strategy.

US Pat. No. 10,970,658

TECHNIQUES FOR BEHAVIORAL PAIRING IN A DISPATCH CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method for behavioral pairing in a dispatch center system comprising:processing, by at least one dispatch center communicatively coupled to and configured to support behavioral pairing operations in the dispatch center system, a dispatch request for a customer based upon a customer request received at the dispatch center, wherein the dispatch center is configured to route the dispatch request to at least one queueing or switching component in the dispatch center system;
determining, by the at least one dispatch center, a plurality of field agents available to service the customer's dispatch request based upon the plurality of field agents assigned to the dispatch center;
generating, by at least one dispatch behavioral pairing module communicatively coupled to and configured to perform behavioral pairing operations in the dispatch center system, a model of preferred field agent-customer pairings based at least in part on historical field agent-customer interaction outcome data, wherein the model is determined further based upon information regarding the dispatch request and the plurality of field agents that is received from the dispatch center at the dispatch behavioral pairing module, wherein the model is used to increase the overall performance of the dispatch center system by causing the at least one queueing or switching component to more efficiently operate while targeting a balanced utilization of field agents;
selecting, by the at least one dispatch behavioral pairing module, one of the plurality of field agents based on the model; and
outputting, by the at least one dispatch behavioral pairing module, the selection to facilitate routing the dispatch request to the at least one queueing or switching component in the dispatch center system and dispatching the selected field agent to the customer.

US Pat. No. 10,951,766

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first pairing strategy to a first plurality of contacts;
during a second period of time later than the first period of time, associating, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts;
during a third period of time later than the second period of time, associating, by the at least one computer processor, a third pairing strategy that is different from the second pairing strategy to a third plurality of contacts;
during a fourth period of time later than the third period of time, associating, by the at least one computer processor, a fourth pairing strategy that is different from the first and third pairing strategies to a fourth plurality of contacts;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third pluralities of contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements,
wherein the first, second, third, and fourth periods of time occur within a time interval of less than 24 hours,
wherein a first scheduling of the first period of time is determined prior to the first period of time,
wherein a second scheduling of the second period of time is determined prior to the second period of time,
wherein a third scheduling of the third period of time is determined prior to the third period of time,
wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time,
wherein each of a plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts.

US Pat. No. 10,951,767

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first pairing strategy to a first plurality of contacts;
during a second period of time later than the first period of time, associating, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts;
during a third period of time later than the second period of time, associating, by the at least one computer processor, a third pairing strategy that is different from the second pairing strategy to a third plurality of contacts;
during a fourth period of time later than the third period of time, associating, by the at least one computer processor, a fourth pairing strategy that is different from the first and third pairing strategies to a fourth plurality of contacts;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third pluralities of contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements,
wherein a first scheduling of the first period of time is determined prior to the first period of time,
wherein a second scheduling of the second period of time is determined prior to the second period of time,
wherein a third scheduling of the third period of time is determined prior to the third period of time,
wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time,
wherein the first, second, third, and fourth periods of time occur within a time interval that is selected to decrease a likelihood of bias attributable to time effects in the contact center system.

US Pat. No. 10,917,526

TECHNIQUES FOR DECISIONING BEHAVIORAL PAIRING IN A TASK ASSIGNMENT SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method for decisioning 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, a plurality of possible task-agent pairings among at least one task waiting for assignment and a plurality of agents available for assignment; and
selecting, by the least one computer processor, for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set of a plurality of potential offer sets to be offered by the agent in the first task-agent pairing or a first compensation of a plurality of potential compensations to be received by the agent in the first task-agent pairing.

US Pat. No. 10,873,664

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti, Ltd., Hamilton ...

1. A method comprising:during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first pairing strategy to a plurality of agents;
pairing, in a switch of the contact center, the plurality of agents to a first plurality of contacts using the first pairing strategy;
during a second period of time later than the first period of time, associating, by the at least one computer processor, a second pairing strategy that is different from the first pairing strategy to the plurality of agents;
pairing, in the switch of the contact center, the plurality of agents to a second plurality of contacts using the second pairing strategy;
during a third period of time later than the second period of time, associating, by the at least one computer processor, a third pairing strategy that is different from the second pairing strategy to the plurality of agents;
pairing, in the switch of the contact center, the plurality of agents to a third plurality of contacts using the third pairing strategy;
during a fourth period of time later than the third period of time, associating, by the at least one computer processor, a fourth pairing strategy that is different from the first and third pairing strategies to the plurality of agents;
pairing, in the switch of the contact center, the plurality of agents to a fourth plurality of contacts using the fourth pairing strategy;
determining, by the at least one computer processor, a first performance measurement based on outcomes of the first and third pluralities of contacts;
determining, by the at least one computer processor, a second performance measurement based on outcomes of the second and fourth pluralities of contacts; and
outputting, by the at least one computer processor, data that enables a comparison of the first and second performance measurements,
wherein the first, second, third, and fourth periods of time occur within a time interval of less than 24 hours,
wherein a first scheduling of the first period of time is determined prior to the first period of time,
wherein a second scheduling of the second period of time is determined prior to the second period of time,
wherein a third scheduling of the third period of time is determined prior to the third period of time,
wherein a fourth scheduling of the fourth period of time is determined prior to the fourth period of time,
wherein each of the plurality of agents is paired with at least one contact from the first plurality of contacts, at least one contact from the second plurality of contacts, at least one contact from the third plurality of contacts, and at least one contact from the fourth plurality of contacts.

US Pat. No. 10,867,263

TECHNIQUES FOR BEHAVIORAL PAIRING IN A MULTISTAGE TASK ASSIGNMENT SYSTEM

Afiniti, Ltd., Hamilton ...

1. A computer implemented method for behavioral pairing in a multistage task assignment system comprising:determining, by at least one task assignment module communicatively coupled to and configured to perform behavioral pairing operations in the multistage task assignment system, one or more characteristics of a task, wherein each of the at least one task assignment module comprises at least one switch for pairing tasks with agents at each stage of the multistage task assignment system;
selecting, by the at least one task assignment module and based at least on the one or more characteristics of the task, a sequence of agents from a plurality of available sequences of agents using a behavioral pairing strategy, wherein the sequence of agents has a lower expected performance than a second sequence of agents from the plurality of available sequences of agents; and
pairing, by the at least one task assignment module, the task with the sequence of agents, wherein the pairing comprises establishing, in a switch of the at least one task assignment module, a communications connection between the task and each of the agents in the sequence based at least in part upon the behavioral pairing strategy.

US Pat. No. 10,860,371

TECHNIQUES FOR ADAPTING BEHAVIORAL PAIRING TO RUNTIME CONDITIONS IN A TASK ASSIGNMENT SYSTEM

Afiniti Ltd., Hamilton (...

1. A computer processor-implemented method for adapting pairing to runtime conditions in a task assignment system comprising:associating, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a first pairing model with a first runtime state of the task assignment system;
associating, by the at least one computer processor, a second pairing model with a second runtime state of the task assignment system;
determining, by the at least one computer processor, a runtime state change in the task assignment system from the first runtime state to the second runtime state; and
switching, by the at least one computer processor, from the first pairing model to the second pairing model for pairing in the task assignment system.

US Pat. No. 10,834,259

TECHNIQUES FOR BENCHMARKING PERFORMANCE IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing contacts and agents 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 first amount of performance suppression of a first contact-agent pairing strategy by a second contact-agent pairing strategy, wherein use of the second contact-agent pairing strategy during a first period suppresses performance of the first contact-agent pairing strategy during a second period later than the first period;
adjusting, by the at least one computer processor, a target agent utilization of the first contact-agent pairing strategy to compensate for at least some of the first amount of performance suppression, wherein adjusting the target agent utilization biases the first contact-agent pairing strategy toward a performance-based routing strategy; and
pairing, by the at least one computer processor, at least one contact to at least one agent in the contact center system using the first contact-agent pairing strategy according to the adjusted target agent utilization,
wherein the compensating for the at least some of the first amount of performance suppression optimizes performance of the contact center system.

US Pat. No. 10,834,263

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for pairing model evaluation in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform pairing operations in the contact center system, a plurality of agents and a plurality of contact types;
analyzing, by the at least one computer processor, historical contact-agent outcome data to determine outcome estimates for a plurality of feasible combinations of agents and contact types from the pluralities of agents and contact types;
determining, by the at least one computer processor, a pairing model based on the outcome estimates for the plurality of feasible combinations;
determining, by the at least one computer processor, an expected performance of the contact center system using the pairing model;
outputting, by the at least one computer processor, the expected performance of the contact center system using the pairing model; and
establishing, in a switch module of the contact center system, a communication channel between a contact and an agent based at least in part upon the pairing model.

US Pat. No. 10,827,073

TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A computer processor-implemented method for benchmarking pairing strategies 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 first set of contact-agent interaction results for a first cross-section of interactions paired using a first pairing strategy;
determining, by the at least one computer processor, a second set of contact-agent interaction results for the first cross-section of interactions paired using a second pairing strategy;
determining, by the at least one computer processor, a third set of contact-agent interaction results for a second cross-section of interactions paired using the first pairing strategy;
determining, by the at least one computer processor, a fourth set of contact-agent interaction results for the second cross-section of interactions paired using the second pairing strategy;
normalizing, by the at least one computer processor, the first set with the second set and the third set with the fourth set;
determining, by the at least one computer processor, a first comparison comprising a first combination of the first and third normalized sets with a second combination of the second and fourth normalized sets; and
outputting, by the at least one computer processor, the first comparison, wherein the first comparison demonstrates that the first pairing strategy improves performance of the contact center system over the second pairing strategy.

US Pat. No. 10,708,432

TECHNIQUES FOR CASE ALLOCATION

Afiniti Europe Technologi...

1. A method for allocating cases to agents in a service center system comprising:receiving, by at least one computer processor communicatively coupled to and configured to operate in the service center system, first assignment data comprising a first pairing of a first case to a first agent;
analyzing, by the at least one computer processor, the first assignment data for possible reassignment of pairings;
reassigning, by the at least one computer processor, the first pairing to a second pairing of the first case to a second agent different from the first agent based at least in part on the analyzing and a behavioral pairing strategy; and
allocating, by the at least one computer processor, the first case to the second agent.

US Pat. No. 10,284,727

TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM

Afiniti Europe Technologi...

1. A method for behavioral pairing in a contact center system comprising:determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a plurality of contacts available for connection to an agent;
determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts;
selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow 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.