Patent ID: 9288325
Filing Date: 2016-03-15
CPC Classification: H04M

Claim Text:
1. A method for handling contacts and agents in a contact center system comprising: identifying, by at least one computer processor, a first contact available for assignment to a first agent available for assignment to the first contact; comparing, by the at least one computer processor, information about the first contact with information about the first agent; postponing, by the at least one computer processor, assignment of the first contact to the first agent based on comparing the first contact information with the first agent information; comparing, by the at least one computer processor, the information about the first contact with information about a second agent that became available for assignment to the first contact after the postponing; and connecting, by the at least one processor, the first contact to the first agent or the second agent based on comparing the first contact information with the first agent information and the second agent information; wherein connecting the first contact to the second agent increases an expected performance of the contact center system.