Techniques for estimating expected performance in task assignment systems

摘要

Techniques for estimating the expected performance of a task allocation strategy in a task allocation system are disclosed. In one particular embodiment, the techniques comprise receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of history agent task assignments; Determining, by at least one computer processor, a sample of a plurality of historical agent task assignments based on a strategy for pairing agents with tasks; Determining, by at least one computer processor, an expected performance of the strategy based on the sample; Outputting the expected performance by at least one computer processor; And optimizing performance of the task assignment system based on the expected performance, by at least one computer processor.