Patent ID: 8873737

Claim:
A method for routing a contact to an agent of a contact center, said contact center being arranged to simultaneously connect more than one contact to one of at least one agent of the contact center, which agent is capable of simultaneously handling a plurality of contacts, at least one of said plurality of contacts comprising a non-voice contact, the method comprising the steps of using a processing device: obtaining at least one time-varying characteristic associated with said at least one agent indicating an intermediate level of activity for said at least one agent between said agent being unoccupied and said agent being fully occupied with handling contacts, wherein said time-varying characteristic is a function based on an agent's handling of any current contact; receiving a new contact at said contact center; and routing said new contact to an agent from a group of agents including said at least one agent based at least partially on said at least one time-varying characteristic for said at least one agent.