Routing communication sessions in a contact center

摘要

A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.

主权项

1. A method for routing a contact to an agent of a contact center, said contact center being arranged to simultaneously connect more than one contact to one of at least one agent of the contact center, which agent is capable of simultaneously handling a plurality of contacts, at least one of said plurality of contacts comprising a non-voice contact, the method comprising the steps of using a processing device:
obtaining at least one time-varying characteristic associated with said at least one agent indicating an intermediate level of activity for said at least one agent between said agent being unoccupied and said agent being fully occupied with handling contacts, wherein said time-varying characteristic is a function based on an agent's handling of any current contact; receiving a new contact at said contact center; and routing said new contact to an agent from a group of agents including said at least one agent based at least partially on said at least one time-varying characteristic for said at least one agent.