Patent ID: 9426296
Filing Date: 2016-08-23
CPC Classification: H04M

Claim Text:
1. A method for handling contacts and agents in a contact center system comprising: automatically identifying, by at least one computer processor, a plurality of contacts ordered chronologically in a queue for assignment to a plurality of agents; automatically identifying, by the at least one computer processor, information about a first agent of the plurality of agents that becomes available for assignment; automatically assigning, by the at least one computer processor, a first out-of-order contact from the plurality of contacts to the first agent based on the information about the first agent and information about the first out-of-order contact, wherein the first out-of-order contact is a contact in the plurality of contacts that is assigned before at least one other contact of the plurality of contacts that is ordered chronologically ahead of the first out-of-order contact in the queue; and automatically connecting, by the at least one computer processor, the first out-of-order contact to the first agent.