Patent ID: 9654641
Date: 2017-05-16
CPC Classifications: H04M

Claim:
1. A method for pairing in a contact center system comprising: identifying, by at least one computer processor, a plurality of contacts ordered chronologically for assignment to a plurality of agents; identifying, by the at least one computer processor, information about a first agent of the plurality of agents that becomes available for assignment; and assigning, by the at least one computer processor, for connection within the contact center system, 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 plurality of contacts comprises at least one virtual contact, and wherein the first out-of-order contact 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.