Patent ID: 11915042
Assignee: AFINITI, LTD.
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 0:
1. A method comprising:
determining, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first ordered set of contacts, wherein contacts included in the first ordered set are arranged in an order based on a priority of one or more contacts and a waiting time of one or more contacts, and further wherein a number of the contacts included in the first ordered set is N;
determining, by said at least one computer processor, an integer n that is greater than 1 and is less than N;
filtering, by said at least one computer processor, the first ordered set, thereby obtaining a first subset of contacts that corresponds to a first n number of contacts included in the first ordered set; and
after filtering the first ordered set, applying, by said at least one computer processor, a pairing strategy only to the first subset of contacts, wherein
increasing a value of the integer n decreases a likelihood of the pairing strategy selecting a longest-waiting contact within the first ordered set of the contacts.