US9300802B1 - Techniques for behavioral pairing in a contact center system

Publisher

Google Patents (USPTO grant data)

URL

https://patents.google.com/patent/US9300802B1/en

Published

2016-03-29

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

• The US9300802B1 behavioral pairing method orders contacts and agents, for example as percentiles, and selects pairs by comparing differences in ordering between candidate contact-agent pairs. in context
• Afiniti's behavioral pairing patent distinguishes behavioral pairing from performance-based routing: PBR tries to maximise each interaction's expected outcome, while behavioral pairing accounts for subsequent pairings to balance agent utilisation and improve overall performance. in context

Cite this source record

APA

WarmTransfer. (2016, March 29). US9300802B1 - Techniques for behavioral pairing in a contact center system. WarmTransfer. https://warmtransfer.net/knowledge/sources/google-patents-us9300802b1

BibTeX

@misc{warmtransfer-google-patents-us9300802b1,
  title  = {US9300802B1 - Techniques for behavioral pairing in a contact center system},
  author = {{WarmTransfer}},
  year   = {2016},
  url    = {https://warmtransfer.net/knowledge/sources/google-patents-us9300802b1},
  note   = {Google Patents (USPTO grant data), accessed 2026-10-02}
}