Patent Document ID: 9380163
Application ID: 14739914
Patent Flag: 1

Claim One:
1. A system for routing interactions to agents of a customer contact center, the system comprising: a processor; a memory coupled to the processor and storing computer instructions that, when executed by the processor, cause the processor to: monitor biometric characteristics of a first agent of the contact center while the first agent is engaged in a first interaction with a first customer; update a first agent model for the first agent based on the monitored biometric characteristics; detect a second interaction for being routed to one of the agents of the customer contact center; compare the first agent model with a second model for a second agent of the contact center; select between the first and second agents based on the comparison; and transmit instructions for routing the second interaction to the selected agent; and a device coupled to the processor for establishing a connection with a communication appliance of the selected agent.