Method, system and article of manufacture for pairing contacts with agents in contact center system

Abstract: provided is a method for pairing contacts with agents in a contact center system, including: determining a threshold statistic; determining an ordered set of contacts; determining a set of first statistics that correspond to the ordered set of contacts; determining a set of second statistics that correspond to the ordered set of contacts and is based on the set of first statistic, in which the set of second statistics is based on a cumulative summation of the set of first statistics; determining a subset of the set of contacts based on the ordered set of second statistics and the threshold statistic; and pairing a selected contact from the subset of the ordered set of contacts with an available agent based on a pairing strategy.

Inventor(s): Abdullah Asghar Sheikh

CPC Classification: H04M3/5232 (TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus ))

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