Behavioral matching techniques for a contact center system

摘要

A method of pairing in a contact center, comprising: ordering or organizing one or more contacts based on their contribution relative to a particular parameter - or combination of parameters - to be optimized at the contact center; order one or more operators or agents based on their relative contribution to a particular parameter - or combination of parameters - to be optimized at the contact center; assign a percentile to the order or arrangement of one or more contacts and one or more operators, so that the order of the one or more contacts is expressed in percentile ranges; assign each contact a random percentile within the respective percentile range of each contact; compare - at least through a processor - a first difference between the assigned percentile of a first contact and the percentile of a first operator in a first couple with a second difference between the assigned percentile of a second contact and the percentile of a second operator in a second pair, so that the first contact and the second contact are different or the first operator and the second operator are different; and select - at least by means of a processor - the first pair or the second pair to establish a connection based on the comparison and applying, by means of the - at least one - processor, a diagonal strategy to the ordinations.