TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM

摘要

Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, these techniques may be realized as a method of benchmarking pairing strategies in a contact center system, the method being cycled between at least two pairing strategies by at least one processor configured for contact center operations. step; And determining, by the at least one processor, a difference in performance between the at least two pairing strategies, wherein the at least one contact reaches a final result during a final contact interaction of the sequence of contact interactions. Paired in this sequence of liaison interactions.