Patent Document ID: 20170111507
Application ID: 14887310
Patent Flag: 0

Claim One:
1. A system for routing interactions to contact center agents, the system comprising: processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: concurrently identify a plurality of interactions waiting to be routed; identify a plurality of candidate agents viable for handling the plurality of interactions; calculate a plurality of predicted wait times, each associated with a corresponding one of the candidate agents; for each agent of the plurality of candidate agents, estimate an expected value to be obtained by routing each of the plurality of the interactions to the agent, wherein the expected value is estimated based on the predicted wait time corresponding to the agent; assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated expected value; and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.