Patent ID: 9628625
Date: 2017-04-18
CPC Classifications: H04M

Claim:
1. A method to schedule an automated assignment of a new customer contact incoming to a contact center, comprising: determining, by a processor of the contact center, a characteristic of the new customer contact; determining, by the processor of the contact center, a characteristic of an existing customer contact being handled by a contact center agent; determining, by the processor of the contact center, a communication delay latency between an assignment engine and the contact center agent; and determining, by the processor of the contact center, an assignment time to assign the new customer contact to the contact center agent, wherein the assignment time is a predetermined amount of time in advance of a predicted time for receiving a ready indication from the contact center agent, the predetermined amount of time being determined from the communication delay latency, the characteristic of the new customer contact, and the characteristic of the existing customer contact.