Matching using agent/caller sensitivity to performance

A system for pairing in a contact center system comprising:

• at least one computer processor communicatively coupled to the contact center system, wherein the at least one computer processor is further configured to:
• determine a pairing strategy based on correlations between agent performance and contact sensitivity to agent performance;
• and
• establish, by a routing engine of the contact center system, a communications channel between a first contact and a first agent based upon the pairing strategy, wherein the pairing strategy improves overall performance of the contact center system.

An article of manufacture for pairing in a contact center system comprising:

• a non-transitory processor readable medium;
• and
• instructions stored on the medium;
• wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to the contact center system and thereby cause the at least one computer processor to operate so as to:
• determine a pairing strategy based on correlations between agent performance and contact sensitivity to agent performance;
• and
• establish, by a routing engine of the contact center system, a communications channel between a first contact and a first agent based upon the pairing strategy, wherein the pairing strategy improves overall performance of the contact center system.