Patent ID: 8306213

Claim:
A method for configuring a contact center agent management system, the method comprising: providing for display of a graphical user interface (GUI), the GUI including 1) one or more sets of graphical objects and 2) one or more agents of the contact center agent management system, wherein: a set of graphical objects corresponds to a decision factor utilized by the contact center agent management system in routing contacts, wherein the set of graphical objects is a set of concentric inlaid objects; a concentric inlaid object in a set of graphical objects corresponds to a level of the decision factor; and the one or more agents are individuals to whom the contact center agent management system routes contacts; receiving, via the GUI, at least one association between one or more agents and a level of a decision factor of a graphical object; storing an assignment configuration for a contact routing device, the assignment configuration based on the at least one association; receiving, by the contact routing device, a contact; determining a contact decision factor and a contact level of the contact decision factor based on the contact; generating an assignment list for each combination of decision factor and level associated with the one or more agents, wherein the assignment list is a part of the assignment configuration; determining if two or more of the sets of graphical objects overlap on the GUI; and modifying the assignment list based on the two or more of the sets of graphical objects and the determination of overlap; selecting one or more contact agents from the associated one or more agents based on the determined contact decision factor, the determined contact level of the contact decision factor, and the assignment configuration; and routing the contact to the selected one or more contact agents.