US10827073B2 - Techniques for benchmarking pairing strategies in a contact center system

Publisher

Google Patents (USPTO grant data)

URL

https://patents.google.com/patent/US10827073

Published

2020-11-03

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

US patent text is a government publication; Google Patents page layout copyright Google; short excerpts and locators only

Source notes citing this source

• Afiniti's benchmarking patent describes cycling among pairing strategies such as FIFO and behavioral pairing, alternating more often than once per day or even once per hour. in context
• The benchmarking patent gives both 50/50 and unequal 80/20 behavioral-pairing-to-FIFO allocations as examples of on/off cycling. in context
• The benchmarking patent corrects combined on/off results for the Yule-Simpson effect, because unequal contact distributions across periods can reverse an aggregated comparison. in context

Cite this source record

APA

WarmTransfer. (2020, November 3). US10827073B2 - Techniques for benchmarking pairing strategies in a contact center system. WarmTransfer. https://warmtransfer.net/knowledge/sources/google-patents-us10827073b2

BibTeX

@misc{warmtransfer-google-patents-us10827073b2,
  title  = {US10827073B2 - Techniques for benchmarking pairing strategies in a contact center system},
  author = {{WarmTransfer}},
  year   = {2020},
  url    = {https://warmtransfer.net/knowledge/sources/google-patents-us10827073b2},
  note   = {Google Patents (USPTO grant data), accessed 2026-10-02}
}