The invention relates to a technique for behavioral pairing in a task distribution system. A method includes determining, by at least one computer processor communicatively coupled to a contact center system and configured to operate in the contact center system, a set of contacts; determining, by the at least one computer processor, a number N; filtering, by the at least one computer processor, the set of contacts to provide a plurality of contacts, where the plurality of contacts includes N contacts, where the filtering is based on a latency for each contact of the plurality of contacts; selecting, by the at least one computer processor, a contact of the plurality of contacts for pairing to an available agent based on a pairing policy; wherein N is inversely related to the likelihood that the pairing policy selects a longer waiting contact of the plurality of contacts rather than a shorter waiting contact of the plurality of contacts.
Techniques for behavioral pairing in task assignment system