Patent Document ID: 20130216037
Application ID: 13398474
Patent Flag: 0

Claim One:
1. A method, comprising: causing a computing system to perform operations comprising: determining that a contact center is failing to meet at least one service level objective within a predetermined threshold with respect to contacts of a first type; receiving, in the contact center, a contact of a second type; determining that a first contact center resource is eligible to process the contact of the second type but not the contacts of the first type; routing the first contact center resource a training opportunity in lieu of routing the contact of the second type, thereby causing the contact of the second type to wait for a different contact center resource to become available; balancing a short-term loss in efficiency associated with not routing the contact of the second type to the first contact center resource with a long-term gain in efficiency associated with routing the training opportunity to the first contact center resource; and based on the balancing of the short-term loss with the long-term gain, determining that an overall efficiency of the contact center is maximized by routing the training opportunity to the first contact center resource.