Patent ID: 11922213
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 set of M contacts;
determine a number N that is less than the number M;
filter the set of M contacts to provide a plurality of contacts, wherein the plurality of contacts comprises N contacts, wherein the filtering is based on a wait time of each contact of the plurality of contacts; and
determine a set of P agents, wherein P is any positive integer, and is different from N;
select a contact of the plurality of contacts for pairing to an agent of the set of P agents based on a pairing strategy;

wherein N is inversely related to a likelihood of the pairing strategy selecting a longer-waiting contact of the plurality of contacts over a shorter-waiting contact of the plurality of contacts.