Patent ID: 8073129

Claim:
A method for servicing contacts, comprising: (a) receiving a first contact from a first customer; (b) identifying, a routing engine and contact selector, an optimal agent to service the first contact based on capabilities of the optimal agent and processing requirements of the first contact; (c) selecting, by the routing engine and contact selector, a first agent to initially service the first contact in lieu of the optimal agent initially selected to service the first contact, wherein the first agent is a suboptimal selection for servicing the first contact; and (d) performing at least one of the following substeps: (d1) generating a notification at a suboptimal routing notification agent, the notification notifying the first agent that the optimal agent was not selected to initially service the first contact; and (d2) after delivery of the first contact to the first agent, notifying the optimal agent that the first agent is the suboptimal selection for servicing the first contact and that the optimal agent is identified as optimal for initially servicing the first contact.