Patent ID: 11968329
Assignee: nan
Field: IT methods for management (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 18:
19. A system for routing incoming interactions in a contact center, wherein the incoming interactions are instigated by customers for communicating with the contact center, and the contact center comprises agents between which the incoming interactions are routed, the system comprising:
a hardware processor; and
a machine-readable storage medium on which is stored instructions that cause the hardware processor to execute a process that includes the steps of:
determining a routing waiting period;
identifying received incoming interactions for inclusion in a received interactions batch, each of the received incoming interactions being identified as ones of the incoming interactions that are received within the routing waiting period;
identifying candidate agents for inclusion in a candidate agent group, the candidate agents being identified as available ones of the agents to whom the received incoming interactions of the received interaction batch can be routed; and
subsequent to the end of the routing waiting period, selectively routing the received incoming interactions included in the received interaction batch to the candidate agents included in the candidate agent group;

wherein the routing waiting period comprises a waiting period during which both the received incoming interactions and the candidate agents are allowed to accumulate computation associated with the step of selectively routing is allowed to take place, the delay associated with the routing waiting period thereby lengthening a wait time that respective customers associated with the received incoming interactions have to wait before being connected with an agent.