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 can be implemented as a method for benchmarking pairing strategies in a contact center system, the method determining the results for the first plurality of contact-agent interactions, the second plurality Determining results for contact-agent interactions of and determining combined results across first and second plurality of contact-agent interactions corrected for the Yule-Simpson effect Steps.