Patent ID: 11922213
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 set of M contacts;
determining, by the at least one computer processor, a number N that is less than the number M;
filtering, by the at least one computer processor, 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
determining, by the at least one computer processor, a set of P agents, wherein P is any positive integer, and is different from N;
selecting, by the at least one computer processor, 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.