Techniques for workforce management in a contact center system

Abstract

Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method that includes determining a first score of a contact waiting for connection in a contact center system; determining a first agent is ready for connection in the contact center system; and determining a second score of the first agent. The method also includes after determining the first agent is ready, comparing the first score with the second score and delaying pairing the contact based on the comparing. The method also includes, after the delaying, determining no agent having a higher score than the second score became ready for connection in the contact center system; and connecting the contact to the agent after the delaying.

1 . A method comprising:
 determining a first score of a contact waiting for connection in a contact center system;   determining a first agent is ready for connection in the contact center system;   determining a second score of the first agent;   after determining the first agent is ready, comparing the first score with the second score;   delaying pairing the contact based on the comparing;   after the delaying, determining a second agent becomes ready for connection in the contact center system;   determining a third score of the second agent;   comparing the first score with the third score; and   connecting the contact to the second agent based on the comparing.   
     
     
         2 . The method of  claim 1 , wherein the second score is less than the first score. 
     
     
         3 . The method of  claim 1 , wherein the third score is less than or equal to the first score. 
     
     
         4 . The method of  claim 1 , wherein the first score comprises a percentile of the contact. 
     
     
         5 . The method of  claim 1 , wherein the second score comprises a percentile of the first agent, and wherein the third score comprises a percentile of the second agent. 
     
     
         6 . The method of  claim 1 , wherein the comparing comprises determining a difference between the first score and the second score. 
     
     
         7 . A system comprising:
 memory; and   processing circuitry coupled to the memory, wherein the system is configured to perform a process comprising:   determining a first score of a contact waiting for connection in a contact center system;   determining a first agent is ready for connection in the contact center system;   determining a second score of the first agent;   after determining the first agent is ready, comparing the first score with the second score;   delaying pairing the contact based on the comparing;   after the delaying, determining a second agent becomes ready for connection in the contact center system;   determining a third score of the second agent;   comparing the first score with the third score; and   connecting the contact to the second agent based on the comparing.   
     
     
         8 . The system of  claim 7 , wherein the second score is less than the first score. 
     
     
         9 . The system of  claim 7 , wherein the third score is less than or equal to the first score. 
     
     
         10 . The system of  claim 7 , wherein the first score comprises a percentile of the contact. 
     
     
         11 . The system of  claim 7 , wherein the second score comprises a percentile of the first agent, and wherein the third score comprises a percentile of the second agent. 
     
     
         12 . The system of  claim 7 , wherein the comparing comprises determining a difference between the first score and the second score. 
     
     
         13 . A computer program product comprising a non-transitory computer readable medium storing instructions which when executed by processing circuitry of a system causes the system to perform a process that comprises:
 determining a first score of a contact waiting for connection in a contact center system;   determining a first agent is ready for connection in the contact center system;   determining a second score of the first agent;   after determining the first agent is ready, comparing the first score with the second score;   delaying pairing the contact based on the comparing;   after the delaying, determining a second agent becomes ready for connection in the contact center system;   determining a third score of the second agent;   comparing the first score with the third score; and   connecting the contact to the second agent based on the comparing.   
     
     
         14 . The computer program product of  claim 13 , wherein the second score is less than the first score. 
     
     
         15 . The computer program product of  claim 13 , wherein the third score is less than or equal to the first score. 
     
     
         16 . The computer program product of  claim 13 , wherein the first score comprises a percentile of the contact. 
     
     
         17 . The computer program product of  claim 13 , wherein the second score comprises a percentile of the first agent, and wherein the third score comprises a percentile of the second agent. 
     
     
         18 . The computer program product of  claim 13 , wherein the comparing comprises determining a difference between the first score and the second score. 
     
     
         19 . A method comprising:
 determining a first score of a contact waiting for connection in a contact center system;   determining a first agent is ready for connection in the contact center system;   determining a second score of the first agent;   after determining the first agent is ready, comparing the first score with the second score;   delaying pairing the contact based on the comparing;   after the delaying, determining no agent having a higher score than the second score became ready for connection in the contact center system; and   connecting the contact to the agent after the delaying.   
     
     
         20 . The method of  claim 19 , wherein the first score comprises a percentile of the contact. 
     
     
         21 . The method of  claim 19 , wherein the second score comprises a percentile of the first agent. 
     
     
         22 . The method of  claim 19 , wherein the comparing comprises determining a difference between the first score and the second score. 
     
     
         23 . The method of  claim 19 , further comprising identifying a threshold amount of time, wherein the delaying is further based on the threshold amount of time. 
     
     
         24 . The method of  claim 23 , wherein the threshold amount of time is based on the comparing. 
     
     
         25 . A system comprising:
 memory; and   processing circuitry coupled to the memory, wherein the system is configured to perform a process comprising:   determining a first score of a contact waiting for connection in a contact center system;   determining a first agent is ready for connection in the contact center system;   determining a second score of the first agent;   after determining the first agent is ready, comparing the first score with the second score;   delaying pairing the contact based on the comparing;   after the delaying, determining no agent having a higher score than the second score became ready for connection in the contact center system; and   connecting the contact to the agent after the delaying.   
     
     
         26 . The system of  claim 25 , wherein the first score comprises a percentile of the contact. 
     
     
         27 . The system of  claim 25 , wherein the second score comprises a percentile of the first agent. 
     
     
         28 . The system of  claim 25 , wherein the comparing comprises determining a difference between the first score and the second score. 
     
     
         29 . The system of  claim 25 , wherein the process further comprises identifying a threshold amount of time, wherein the delaying is further based on the threshold amount of time. 
     
     
         30 . The system of  claim 29 , wherein the threshold amount of time is based on the comparing. 
     
     
         31 . A computer program product comprising a non-transitory computer readable medium storing instructions which when executed by processing circuitry of a system causes the system to perform a process that comprises:
 determining a first score of a contact waiting for connection in a contact center system;   determining a first agent is ready for connection in the contact center system;   determining a second score of the first agent;   after determining the first agent is ready, comparing the first score with the second score;   delaying pairing the contact based on the comparing;   after the delaying, determining no agent having a higher score than the second score became ready for connection in the contact center system; and   connecting the contact to the agent after the delaying.   
     
     
         32 . The computer program product of  claim 31 , wherein the first score comprises a percentile of the contact. 
     
     
         33 . The computer program product of  claim 31 , wherein the second score comprises a percentile of the first agent. 
     
     
         34 . The computer program product of  claim 31 , wherein the comparing comprises determining a difference between the first score and the second score. 
     
     
         35 . The computer program product of  claim 31 , wherein the process further comprises identifying a threshold amount of time, wherein the delaying is further based on the threshold amount of time. 
     
     
         36 . The computer program product of  claim 35 , wherein the threshold amount of time is based on the comparing.