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 comprising determining a contact waiting for connection in a contact center system; determining a plurality of agents comprising a first set of one or more agents available for connection and a second set of one or more agents not available for connection; comparing the contact to at least a first agent of the first set of agents; postponing pairing the contact based on the comparing; after the postponing, determining a second agent of the second set of agents becomes available for connection; selecting the second agent for connection to the contact; and connecting the contact to the second agent.

1 . A method comprising:
 determining a contact waiting for connection in a contact center system;   determining a plurality of agents comprising a first set of one or more agents available for connection and a second set of one or more agents not available for connection;   comparing the contact to at least a first agent of the first set of agents;   postponing pairing the contact based on the comparing;   after the postponing, determining a second agent of the second set of agents becomes available for connection;   selecting the second agent for connection to the contact; and   connecting the contact to the second agent.   
     
     
         2 . The method of  claim 1 , wherein the second agent has a same or lower priority than any agent of the set of agents. 
     
     
         3 . The method of  claim 1 , further comprising:
 comparing the contact to the second agent,   wherein the selecting is based on comparing the contact to the second agent.   
     
     
         4 . The method of  claim 1 , wherein the comparing comprises:
 determining a percentile ranking for the contact;   determining a percentile ranking for the first agent; and   determining a difference between the contact percentile ranking and the first agent percentile ranking.   
     
     
         5 . The method of  claim 1 , further comprising:
 identifying a threshold number of agents in the second set of agents,   wherein the postponing is further based on a threshold number of agents.   
     
     
         6 . The method of  claim 5 , wherein the threshold number of agents is based on the comparing. 
     
     
         7 . A system comprising:
 memory; and   processing circuitry coupled to the memory, wherein the system is configured to perform a process comprising:   determining a contact waiting for connection in a contact center system;   determining a plurality of agents comprising a first set of one or more agents available for connection and a second set of one or more agents not available for connection;   comparing the contact to at least a first agent of the first set of agents;   postponing pairing the contact based on the comparing;   after the postponing, determining a second agent of the second set of agents becomes available for connection;   selecting the second agent for connection to the contact; and   connecting the contact to the second agent.   
     
     
         8 . The system of  claim 7 , wherein the second agent has a same or lower priority than any agent of the set of agents. 
     
     
         9 . The system of  claim 7 , wherein
 the process further comprises comparing the contact to the second agent, and   the selecting is based on comparing the contact to the second agent.   
     
     
         10 . The system of  claim 7 , wherein the comparing comprises:
 determining a percentile ranking for the contact;   determining a percentile ranking for the first agent; and   determining a difference between the contact percentile ranking and the first agent percentile ranking.   
     
     
         11 . The system of  claim 7 , wherein
 the process further comprises identifying a threshold number of agents in the second set of agents, and   the postponing is further based on a threshold number of agents.   
     
     
         12 . The system of  claim 11 , wherein the threshold number of agents is based on the comparing. 
     
     
         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 contact waiting for connection in a contact center system;   determining a plurality of agents comprising a first set of one or more agents available for connection and a second set of one or more agents not available for connection;   comparing the contact to at least a first agent of the first set of agents;   postponing pairing the contact based on the comparing;   after the postponing, determining a second agent of the second set of agents becomes available for connection;   selecting the second agent for connection to the contact; and   connecting the contact to the second agent.   
     
     
         14 . The computer program product of  claim 13 , wherein the second agent has a same or lower priority than any agent of the set of agents. 
     
     
         15 . The computer program product of  claim 13 , wherein
 the process further comprises comparing the contact to the second agent, and   the selecting is based on comparing the contact to the second agent.   
     
     
         16 . The computer program product of  claim 13 , wherein the comparing comprises:
 determining a percentile ranking for the contact;   determining a percentile ranking for the first agent; and   determining a difference between the contact percentile ranking and the first agent percentile ranking.   
     
     
         17 . The computer program product of  claim 13 , wherein
 the process further comprises identifying a threshold number of agents in the second set of agents, and   the postponing is further based on a threshold number of agents.   
     
     
         18 . The computer program product of  claim 17 , wherein the threshold number of agents is based on the comparing. 
     
     
         19 . A method comprising:
 determining a set of one or more contacts waiting for connection in a contact center system;   determining an agent available for connection to the contact;   comparing the agent to at least one contact of the set of contacts;   postponing pairing the agent based on the comparing;   after the postponing, determining a second contact becomes available;   selecting the second contact for connection to the agent; and   connecting the second contact to the agent,   wherein the second contact was not a member of the set of contacts.   
     
     
         20 . The method of  claim 19 , wherein the second contact has a same or lower priority than any contact of the set of contacts. 
     
     
         21 . The method of  claim 19 , further comprising:
 comparing the contact to the second agent,   wherein the selecting is based on comparing the contact to the second agent.   
     
     
         22 . The method of  claim 19 , wherein the comparing comprises:
 determining a percentile ranking for the contact;   determining a percentile ranking for the first agent; and   determining a difference between the contact percentile ranking and the first agent percentile ranking.   
     
     
         23 . The method of  claim 19 , further comprising:
 identifying a threshold number of agents in the second set of agents,   wherein the postponing is further based on a threshold number of agents.   
     
     
         24 . The method of  claim 23 , wherein the threshold number of agents 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 set of one or more contacts waiting for connection in a contact center system;   determining an agent available for connection to the contact;   comparing the agent to at least one contact of the set of contacts;   postponing pairing the agent based on the comparing;   after the postponing, determining a second contact becomes available;   selecting the second contact for connection to the agent; and   connecting the second contact to the agent,   wherein the second contact was not a member of the set of contacts.   
     
     
         26 . The system of  claim 25 , wherein the second contact has a same or lower priority than any contact of the set of contacts. 
     
     
         27 . The system of  claim 25 , wherein
 the process further comprises comparing the contact to the second agent, and   the selecting is based on comparing the contact to the second agent.   
     
     
         28 . The system of  claim 25 , wherein the comparing comprises:
 determining a percentile ranking for the contact;   determining a percentile ranking for the first agent; and   determining a difference between the contact percentile ranking and the first agent percentile ranking.   
     
     
         29 . The system of  claim 25 , wherein
 the process further comprises identifying a threshold number of agents in the second set of agents, and   the postponing is further based on a threshold number of agents.   
     
     
         30 . The system of  claim 29 , wherein the threshold number of agents 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 set of one or more contacts waiting for connection in a contact center system;   determining an agent available for connection to the contact;   comparing the agent to at least one contact of the set of contacts;   postponing pairing the agent based on the comparing;   after the postponing, determining a second contact becomes available;   selecting the second contact for connection to the agent; and   connecting the second contact to the agent,   wherein the second contact was not a member of the set of contacts.   
     
     
         32 . The computer program product of  claim 31 , wherein the second contact has a same or lower priority than any contact of the set of contacts. 
     
     
         33 . The computer program product of  claim 31 , wherein
 the process further comprises comparing the contact to the second agent, and   the selecting is based on comparing the contact to the second agent.   
     
     
         34 . The computer program product of  claim 31 , wherein the comparing comprises:
 determining a percentile ranking for the contact;   determining a percentile ranking for the first agent; and   determining a difference between the contact percentile ranking and the first agent percentile ranking.   
     
     
         35 . The computer program product of  claim 31 , wherein
 the process further comprises identifying a threshold number of agents in the second set of agents, and   the postponing is further based on a threshold number of agents.   
     
     
         36 . The computer program product of  claim 35 , wherein the threshold number of agents is based on the comparing. 
     
     
         37 . A method comprising:
 determining a first contact waiting for connection in a contact center system;   determining a plurality of agents available for connection;   comparing the contact to at least a first agent and a second agent of the plurality of agents;   postponing pairing the first contact based on the comparing;   after the postponing, determining a second contact becomes available for connection;   selecting the second agent for connection to the second contact; and   connecting the second contact to the second agent.   
     
     
         38 . The method of  claim 37 , wherein the second agent has a same or lower priority than any agent of the plurality of agents. 
     
     
         39 . The method of  claim 37 , further comprising:
 comparing the second contact to the second agent,   wherein the selecting is based on comparing the second contact to the second agent.   
     
     
         40 . The method of  claim 37 , wherein the comparing comprises:
 determining a percentile ranking for the contact;   determining a percentile ranking for the first agent; and   determining a percentile ranking for the second agent.   
     
     
         41 . The method of  claim 37 , further comprising:
 identifying a threshold number of contacts,   wherein the postponing is further based on a threshold number of contacts.   
     
     
         42 . The method of  claim 41 , wherein the threshold number of contacts is based on the comparing. 
     
     
         43 . A system comprising:
 memory; and   processing circuitry coupled to the memory, wherein the system is configured to perform a process comprising:   determining a first contact waiting for connection in a contact center system;   determining a plurality of agents available for connection;   comparing the contact to at least a first agent and a second agent of the plurality of agents;   postponing pairing the first contact based on the comparing;   after the postponing, determining a second contact becomes available for connection;   selecting the second agent for connection to the second contact; and   connecting the second contact to the second agent.   
     
     
         44 . The system of  claim 43 , wherein the second agent has a same or lower priority than any agent of the plurality of agents. 
     
     
         45 . The system of  claim 43 , wherein
 the process further comprises comparing the second contact to the second agent, and   the selecting is based on comparing the second contact to the second agent.   
     
     
         46 . The system of  claim 43 , wherein the comparing comprises:
 determining a percentile ranking for the contact;   determining a percentile ranking for the first agent; and   determining a percentile ranking for the second agent.   
     
     
         47 . The system of  claim 43 , wherein
 the process further comprises identifying a threshold number of contacts, and   the postponing is further based on a threshold number of contacts.   
     
     
         48 . The system of  claim 47 , wherein the threshold number of contacts is based on the comparing. 
     
     
         49 . 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 contact waiting for connection in a contact center system;   determining a plurality of agents available for connection;   comparing the contact to at least a first agent and a second agent of the plurality of agents;   postponing pairing the first contact based on the comparing;   after the postponing, determining a second contact becomes available for connection;   selecting the second agent for connection to the second contact; and   connecting the second contact to the second agent.   
     
     
         50 . The computer program product of  claim 49 , wherein the second agent has a same or lower priority than any agent of the plurality of agents. 
     
     
         51 . The computer program product of  claim 49 , wherein
 the process further comprises comparing the second contact to the second agent, and   the selecting is based on comparing the second contact to the second agent.   
     
     
         52 . The computer program product of  claim 49 , wherein the comparing comprises:
 determining a percentile ranking for the contact;   determining a percentile ranking for the first agent; and   determining a percentile ranking for the second agent.   
     
     
         53 . The computer program product of  claim 49 , wherein
 the process further comprises identifying a threshold number of contacts, and   the postponing is further based on a threshold number of contacts.   
     
     
         54 . The computer program product of  claim 53 , wherein the threshold number of contacts is based on the comparing. 
     
     
         55 . A method comprising:
 determining a plurality of contacts waiting for connection in a contact center system;   determining a first agent available for connection;   comparing the first agent to at least a first contact and a second contact of the plurality of contacts;   postponing pairing the first agent based on the comparing;   after the postponing, determining a second agent becomes available for connection;   selecting the second agent for connection to the second contact; and   connecting the second contact to the second agent.   
     
     
         56 . The method of  claim 55 , wherein the second contact has a same or lower priority than any contact of the plurality of contacts. 
     
     
         57 . The method of  claim 55 , further comprising:
 comparing the second agent to the second contact,   wherein the selecting is based on comparing the second agent to the second contact.   
     
     
         58 . The method of  claim 55 , wherein the comparing comprises:
 determining a percentile ranking for the agent;   determining a percentile ranking for the first contact; and   determining a percentile ranking for the second contact.   
     
     
         59 . The method of  claim 55 , further comprising:
 identifying a threshold number of agents,   wherein the postponing is further based on a threshold number of agents.   
     
     
         60 . The method of  claim 59 , wherein the threshold number of agents is based on the comparing. 
     
     
         61 . A system comprising:
 memory; and   processing circuitry coupled to the memory, wherein the system is configured to perform a process that comprises:   determining a plurality of contacts waiting for connection in a contact center system;   determining a first agent available for connection;   comparing the first agent to at least a first contact and a second contact of the plurality of contacts;   postponing pairing the first agent based on the comparing;   after the postponing, determining a second agent becomes available for connection;   selecting the second agent for connection to the second contact; and   connecting the second contact to the second agent.   
     
     
         62 . The system of  claim 61 , wherein the second contact has a same or lower priority than any contact of the plurality of contacts. 
     
     
         63 . The system of  claim 61 , wherein
 the process further comprises comparing the second agent to the second contact, and   the selecting is based on comparing the second agent to the second contact.   
     
     
         64 . The system of  claim 61 , wherein the comparing comprises:
 determining a percentile ranking for the agent;   determining a percentile ranking for the first contact; and   determining a percentile ranking for the second contact.   
     
     
         65 . The system of  claim 61 , wherein
 the process further comprises identifying a threshold number of agents, and   the postponing is further based on a threshold number of agents.   
     
     
         66 . The system of  claim 65 , wherein the threshold number of agents is based on the comparing. 
     
     
         67 . 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 plurality of contacts waiting for connection in a contact center system;   determining a first agent available for connection;   comparing the first agent to at least a first contact and a second contact of the plurality of contacts;   postponing pairing the first agent based on the comparing;   after the postponing, determining a second agent becomes available for connection;   selecting the second agent for connection to the second contact; and   connecting the second contact to the second agent.   
     
     
         68 . The computer program product of  claim 67 , wherein the second contact has a same or lower priority than any contact of the plurality of contacts. 
     
     
         69 . The computer program product of  claim 67 , wherein
 the process further comprises comparing the second agent to the second contact, and   the selecting is based on comparing the second agent to the second contact.   
     
     
         70 . The computer program product of  claim 67 , wherein the comparing comprises:
 determining a percentile ranking for the agent;   determining a percentile ranking for the first contact; and   determining a percentile ranking for the second contact.   
     
     
         71 . The computer program product of  claim 67 , wherein
 the process further comprises identifying a threshold number of agents, and   the postponing is further based on a threshold number of agents.   
     
     
         72 . The computer program product of  claim 71 , wherein the threshold number of agents is based on the comparing.