Patent ID: 11876931
Assignee: AFINITI, LTD.
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 0:
1. A method comprising:
receiving, at a group of one or more switches, contact information indicating a group of one or more contacts;
receiving, at a group of one or more switches, agent information indicating a group of one or more agents;
during a first period of time, associating, by at least one computer processor communicatively coupled to and configured to operate in a contact center system, a first contact with a first pairing strategy based on an arrival time of the first contact;
during a second period of time later than the first period of time, establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the first contact and a first agent using the first pairing strategy;
during the second period of time, by said at least one computer processor, associating a second contact with a second pairing strategy based on an arrival time of the second contact;
during a third period of time later than the second period of time, establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the second contact and a second agent using the second pairing strategy;
during the third period of time, associating, by said at least one computer processor, a third contact with the first pairing strategy based on an arrival time of the third contact;
during a fourth period of time later than the third period of time, establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the third contact and a third agent using the first pairing strategy;
during the fourth period of time, associating, by said at least one computer processor, a fourth contact with the second pairing strategy based on an arrival time of the fourth contact; and
during a fifth period of time later than the fourth period of time, establishing, by the at least one computer processor, in a switch of the contact center system, a connection between the fourth contact and a fourth agent using the second pairing strategy.