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

Claim 14:
15. An article of manufacture comprising:
a non-transitory computer processor readable medium; and
instructions stored on the medium, wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in a contact center system and thereby cause the at least one computer processor to operate so as to:
determine 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;
determine an integer n that is greater than 1 and is less than N;
filter the first ordered set, thereby obtaining a first subset of contacts that corresponds to the first n number of contacts included in the first ordered set; and
after filtering the first ordered set, apply 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.