Techniques for behavioral pairing model evaluation in contact center systems

摘要

A technique for evaluating behavioral pairing models in a contact center system is provided. A technique for behavioral pairing model evaluation includes determining an ordering of a plurality of agents, determining an ordering of a plurality of contact types, and providing a plurality of agents for building a pairing model. And analyzing the historical contact-agent performance data according to the ordering of the contact types and determining the expected performance of the contact center system using the pairing model. [Selection diagram] FIG.