Patent ID: 9699314
Date: 2017-07-04
CPC Classifications: G06F,G06Q,H04M,Y04S

Claim:
1. A method for handling contacts and agents in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a rank for each of a plurality of contacts in queue based on a contact type of each of the plurality of contacts in queue using a model based on outcomes of previous agent-contact pairings; adjusting, by the at least one computer processor and before an arrival of a next available agent, a first contact-selection likelihood that a higher-ranked contact of the plurality of contacts in queue will be selected for connection to the next available agent in the contact center system relative to a second contact-selection likelihood that a lower-ranked contact of the plurality of contacts in queue will be selected for connection to the next available agent in the contact center system; and selecting, by the at least one computer processor and after the arrival of the next available agent, the lower-ranked contact or the higher-ranked contact for connection to the next available agent in the contact center system to optimize performance of the contact center system without necessarily optimizing performance of each contact-agent connection selection.