Systems and methods for determining the minimum amount of data needed to accurately validate models. The system obtains historical contact-agent interaction data that comprises outcomes associated with the contact-agent interactions at a contact center over a first time period. Using this historical contact-agent interaction data, the system validates a first model (e.g., a current model determined to have a threshold level of efficiency) using a subset of the historical contact-agent interaction data having a predetermined size (e.g., a predetermined number of days) based on characteristics of the contact center (e.g., how many agents, how many contact groups, how many contact-agent interactions per day, economic conditions, product/resource offerings associated with the contact center, etc.) using different subsets of the historical contact-agent interaction data with different sizes (e.g., differing amounts of days) to generate mean measurements and standard error measurements.
There is provided a method comprising obtaining contact information that indicates a plurality of contacts in a queue. The plurality of contacts includes a first set of contacts associated with a first pairing strategy (PS) and a second set of contacts associated with a second PS. The method comprises obtaining agent information that indicates one or more agents and selecting a first contact from among the plurality of contacts based on a value of a first parameter associated with the first contact. The value of the first parameter indicates whether the first contact was skipped from pairing with an agent since the first contact was placed in the queue. The method comprises determining that the first contact is associated with the first PS and applying the first PS for pairing one or more contacts included in the first set of contacts with one or more agents.
The present disclosure provides a communication system comprising a set of databases, a processing module, a pairing module, and a communication switch network. The processing module may determine a first plurality of joining strategies based on fields in the set of databases, obtain a plurality of sets of joined interaction- records based on the first plurality of joining strategies, determine respective measurements of the first plurality of joining strategies based on an overlap between one set of joined interaction-outcome records and another set of joined interaction-outcome records; and determine a reference set of joined interaction-outcome records based on the respective measurements of the plurality of joining strategies. The pairing module may determine a contact-agent pairing strategy based on the reference set, and the communication switch network may connect a contact with an agent based on the contact- agent pairing strategy.
There is provided a method. The method comprises obtaining historical agent connection data that includes information about agents that were paired with contacts having a plurality of contact types (CTs) and, based on the historical agent connection data, determining similarity scores each of which indicates a similarity between two CTs with respect to agents that were paired with contacts of the two CTs. The method further comprises, based on the determined similarity scores, grouping the plurality of CTs into a plurality of CT clusters, wherein each CT cluster includes one or more CTs, and for each of the plurality of CT clusters, selecting a pairing strategy (PS) from a plurality of PSs.
Systems and methods for validating contact-agent pairing models prior to deployment in contact centers by verifying outcomes of multitouch data points. For example, the system may obtain a plurality of models and a plurality of contact-agent interactions. The system may perform a respective first validation for each model of the plurality of models based on a first metric, wherein the first metric is based on a respective first measurement of each contact-agent interaction of the plurality of contact-agent interactions, and wherein the respective first measurement is based on measuring a respective outcome associated with each contact-agent interaction. The system may perform a respective second validation for each model of the plurality of models based on a second metric, wherein the second metric is based on measuring a contact center state after each contact-agent interaction. The system may select a model of the plurality of models based on the respective first validation for each model and the respective second validation for each model.
Methods, systems, and apparatus, including computer programs encoded on computer-storage media, for assessing and improving contact center performance. In some implementations, a system obtains historical data for a contact center system and identifies a threshold level of reliability for evaluating pairing strategies for the contact center system. Based on the historical data, the system determines a region of a parameter space, where the region represents combinations of parameter values for which performance improvements due to using a second pairing strategy with a first pairing strategy are identifiable with at least the threshold level of reliability. The system selects a usage rate for the second pairing strategy based on the determined region and performs pairing of contacts and agents with a usage rate of the second pairing strategy based on the selected usage rate.
There is provided a method comprising obtaining time data indicating a first time interval. The first time interval is determined based on an expected wait time of contacts for pairing and a first weight value. The method further comprises obtaining pairing data indicating a first plurality of contact-agent pairings performed using a first pairing strategy. A first portion of the first plurality of contact-agent pairings was performed inside the first time interval and a second portion of the first plurality of contact-agent pairings was performed outside the first time interval. The method further comprises determining a number of contact-agent pairings included in the second portion, based on the determined number, modifying the first weight value, thereby generating a second weight value, and determining a second time interval based on the expected wait time and the second weight value. At least one contact-agent pairing included in the second portion is within the second time interval.
Systems, methods, and computer readable medium are disclosed regarding controlling operation of a task assignment system. Particularly, but not exclusively, the present disclosure relates to identifying potential bias within a task assignment system and adjusting operation of the task assignment system to control bias. Particularly, but not exclusively, the present disclosure relates to assigning protected characteristics to tasks in a task assignment system and identifying and controlling bias within the task assignment system based on the assigned protected characteristics.
A pairing node comprising memory and processing circuitry coupled to the memory, wherein the pairing node is configured to: obtain an event indicator (EI) indicating an event for an agent; obtain a current state object (CSO) for the agent, the CSO comprising a current state indicator (CSI) indicating a current state of the agent and a pending state indicator (PSI) indicating a pending state for the agent; use the EI and at least one of the CSI or PSI to obtain an index value; use the index value and at least one of the CSI or PSI to obtain a new state object (NSO) for the agent; and associate the NSO with an agent identifier (AI) associated with the agent.
Systems and methods are disclosed for transitioning multi-channel call center customer experience via user interfaces. An example method includes obtaining, by a communications server, contact information of a contact. The example method includes establishing, by the communications server, a first connection between a contact and an agent terminal over a first communication channel. The example method includes establishing, by the communications server, a second connection between the contact and the agent terminal over a second communication channel. The example method includes sending a first communication to the contact from the agent terminal across the second communication channel. The example method includes receiving, at the agent terminal, a second communication from the contact across the second communication channel.
Systems and methods are disclosed for determining agent capacity for managing contact interactions. An example method includes obtaining first information of a contact, and active agent device information comprising at least a first agent identifier and a second agent identifier. The example method further includes determining a first capacity of the first agent identifier based on active interactions and dormant interactions associated with the first agent identifier. The example method further includes determining a second capacity of the second agent identifier based on active interactions and dormant interactions associated with the second agent identifier. The example method further includes determining a conversation pattern of the contact, and initiating a comparison of the first capacity and the second capacity based on the conversation pattern. The example method further includes assigning the contact to either of the first agent identifier and the second agent identifier based on the comparison.
Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.
The present disclosure relates to natural language processing of contact center transcript data. Particularly, but not exclusively, the present disclosure relates to natural language processing techniques for automatically labeling contact center transcript data. More particularly, but not exclusively, the present disclosure relates to forming a pairing model from labeled contact center transcript data.
A contact center system. The contact center system comprises a node comprising a plurality of modules (e.g., microservices), each module comprising a shared memory module (e.g., shared memory library), wherein the shared memory module is configured to: obtain a shared memory key; obtain a shared memory segment identifier (smhid) using the shared memory key, the shared memory segment identifier identifying a shared memory segment; use the shared memory segment identifier to attach to the shared memory segment, wherein, for each of a plurality of memory block sizes, the shared memory segment stores information pertaining to a recycle list, and the plurality of memory block sizes comprises a first memory block size and a second memory block size that is greater than the first memory block size.
A performed by a first arbiter running on a first node of a communication system, the communication system further comprising a second node and a second arbiter running on the second node. The process includes: transmitting to the second arbiter an are you active message; receiving a response message transmitted by the second arbiter, the response message being responsive to the are you active message; and, after receiving the response, determining the first node to be a standby node.
A method for fault recovery in a communication system comprising an active node and a first standby node. The method includes the active node performing an action, wherein an information block is generated as a result of performing the action. The method also includes the active node transmitting to the first standby node an information update message comprising the information block or an action identifier identifying the action. The method further includes the first standby node sending to a second standby node an information update message comprising the information block or the action identifier.
There is provided a method in a call center system. The method comprises obtaining a script comprising a plurality of instructions for execution before a contact is paired to an agent at a contact center system, and obtaining a first plurality of contacts at a contact center. The method further comprises, for each contact, determining whether the contact has reached a predetermined threshold associated with any instruction in the obtained script; and if any one of the predetermined thresholds is reached, executing an associated instruction for the contact from the script.
Computer-implemented systems and methods are disclosed for simulating telecommunication contact types and analyzing contact center performance based the simulated telecommunication contact types. In various aspects, an agent start time and end time is determined for an agent of the contact center. A sequence of contact types paired to the agent between the agent start time and the agent end time is obtained as ordered in time. A simulation model implementing a simulated pairing algorithm generates a simulated sequence of contact types that is ordered in time and is different from the sequence of contact types. The simulation model pairs the simulated sequence of contact types to a simulated agent corresponding to the agent of the contact center and having a simulated agent start and end time. A performance metric of the contact center may be determined based on the simulated sequence of contact types.
Computer-implemented systems and methods are disclosed for simulating contact-agent pairings and analyzing contact center performance based on the simulated contact-agent pairings. An exemplary method includes obtaining a first set of available contacts and available agents; determining a first contact-agent pairing based on the first set of available contacts and available agents and a first pairing strategy; and establishing a first connection between a first agent device and a first contact device for the first contact-agent pairing. The exemplary method further includes storing a first set of pairing data corresponding to the first contact-agent pairing; generating, by a simulation model implementing a simulated pairing algorithm, a second contact-agent pairing based on the first set of available contacts and available agents and a second pairing strategy; and storing a second pairing data corresponding to the second contact- agent pairing.
There is provided a method. The method comprises selecting a pairing strategy (PS) set from a group of PS sets, the group of PS sets comprising: i) a first PS set comprising a first PS (first pairing algorithm/module) and ii) a second PS set comprising a second PS and a third PS, and as a result of selecting a PS set from the group of PS sets, using (s1104) one or more PSs included in the selected PS set to establish one or more contact-agent pairs.
Techniques are disclosed for improving the intelligence, efficiency, distribution, routing, prioritization, and/or otherwise optimization of web and/or telecommunication channels regarding website and/or contact center traffic, visitors, load, and/or resources. In one aspect, contact connection data and initial activity data of a contact is obtained that comprises information regarding the contact's activity on an unassisted channel of a service provider. Agent data of a plurality of agents at a contact center is obtained and, based on the initial activity data and the agent data, a determination is made whether to (a) direct the contact to an assisted channel of the service provider, or (b) maintain the contact on the unassisted channel of the service provider. The contact may be paired to an agent of the contact center upon receipt of a request from the contact to establish an agent connection with the contact center system.
A method of setting up a teleconferencing system using mobile devices is disclosed. Participants with mobile devices in multiple rooms may communicate based on the disclosed teleconferencing application executed on the mobile devices. Each room has one of the mobile devices designated as a leader device for that room. The leader devices may communicate using VoIP over the Internet. Other mobile devices in a room are designated as client devices associated with the leader devices. Participants operating the client devices can talk to other participants in that room and the other rooms through the client device communicating through the leader device of the room. The leader device synchronizes the playing of received audio between all of the client devices in the room. The leader device includes a selection algorithm that selects one of the devices to act as the microphone for audio signals generated in the room.
Techniques for behavioral pairing in a task assignment system with an external pairing system may be realized as a method comprising transmitting to the external pairing system over an application programming interface, a control flag and a benchmark flag. The control flag may indicate whether a task-agent pairing in the task assignment system is to be based on a response by the external pairing system to a routing request. The benchmark flag may indicate whe ther the pairing of the task to the agent is to be based on one of a first pairing strategy and a second pairing strategy. The method may further comprise receiving from the external pairing system, the task-agent pairing based on one of the first pairing strategy and the second pairing strategy, the task-agent pairing being based at least in part on the control flag and the benchmark flag.
Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method tor sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.
Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint: and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.
Techniques for error handling in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method tor error handling in a task assignment system with an external pairing system comprising transmitting a request for the external pairing system to select a first pairing between one or more tasks awaiting assignment and one or more agents available for assignment, the first pairing to be selected according to a first pairing strategy; determining a timeout window to wait for the external pairing system to provide a response that identifies the first pairing; detecting an expiration of the timeout window without receiving the response; and, in response to detecting the expiration of the timeout window, selecting a second pairing between the one or more tasks and the one or more agents, the second pairing being selected according to a second pairing strategy.
Techniques for benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system, the method comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a first performance of a first pairing strategy based at least in part on a first plurality of historical task assignments assigned by a second pairing strategy.
Techniques for pairing in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a task assignment system with an external pairing system comprising transmitting first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; transmitting a pairing request; determining an initial timeout window to wait for the external pairing system to respond to the pairing request; receiving at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window: extending the initial timeout window in response to the receiving tire extension request; and receiving at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents.
Techniques for assigning tasks in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method tor assigning tasks in a task assignment system with an external pairing system comprising transmitting, by the task assignment system, to the external pairing system, a plurality of task pairing requests and an agent pairing request, wherein each task pairing request in the plurality of task pairing requests indicates a task that is received tor pairing and each task pairing request in the plurality of task pairing requests indicates an agent that is available for pairing. The method may further comprise receiving, at the task assignment system, from the external pairing system, a pairing recommendation, the pairing recommendation being based at least in part on the plurality of task pairing requests and the agent pairing request.
Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.
Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, information about a task waiting for assignment in the task assignment system; and selecting, by the at least one computer processor, a hold activity from a plurality of hold activities for the task based on the information about the task, wherein the selected hold activity is expected to improve performance of the task assignment system.
Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.
Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: receiving, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, information about a plurality of tasks; transmitting, by the at least one computer processor, the received information to a plurality of queues, each queue including a plurality of agents; and pairing, by the at least one computer processor, a task allocated to a first queue of the plurality of queues to an agent allocated to the first queue based at least in part on the received information.
Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, availability' of at least one task in a queue; querying, based on at least one variable pertaining to the at least one task, at least one data source for information associated with the at least one task; receiving, from the at least one data source, the information associated with the at least one task: and pairing, based at least in part on the information associated with the at least one task, the at least one task to an agent in the task assignment system.
G06F 3/0484 - Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
G06Q 10/04 - Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem"
G06Q 10/06 - Resources, workflows, human or project managementEnterprise or organisation planningEnterprise or organisation modelling
Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising receiving, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, information associated with a task to be assigned to an agent in the task assignment system, wherein receipt of the information is triggered by an action taken by a user.
Techniques for behavioral pairing in a multistage task assignment system, are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a multistage task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the multistage task assignment system, one or more characteristics of a task: determining, by the at least one computer processor and based at least on the one or more characteristics of the task, a sequence of agents; and pairing, by the at least one computer processor, the task with the sequence of agents.
Techniques for adapting behavioral pairing to runtime conditions in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for adapting behavioral pairing to runtime conditions in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least two pairing models for assigning tasks in the task assignment system; monitoring, by the at least one computer processor, at least one parameter of the task assignment system; and selecting, by the at least one computer processor, one of the at least two pairing models based on a value of the at least one parameter.
Techniques for workforce management in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a task assignment system comprising: determining, by at least one computer processor configured to operate in the task assignment system, a first efficiency level of a first task assignment strategy for a first number of agents to be employed in the task assignment system; determining, by the at least one computer processor, a second efficiency level of a second task assignment strategy for a second number of agents to be employed in the task assignment system; comparing, by the at least one computer processor, the first and second efficiency levels; and selecting, by the at least one computer processor, one of the first and second numbers of agents having the higher of the first and second efficiency levels.
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