Managing agent occupancy in an omni-channel environment

A system in a contact center, comprising:

• a processor programmed to initiate executable operations comprising:
• receiving an incoming contact assignable to a plurality of agents of the contact center;
• determining a value for the incoming contact;
• determining a subset of agents of the plurality of agents based on the value of the incoming contact, wherein the value of the incoming contact is associated with an amount of media channel capability of each of the determined subset of agents;
• determining a respective availability score for each of the subset of agents according to an agent selection strategy;
• associating a respective weighting factor with each of the subset of agents, wherein the subset of agents comprises a plurality of different groups with each agent a member of one of the plurality of different groups and each of the plurality of different groups is associated with a respective group weighting factor and a particular agent's associated weighting factor is the respective group weighting factor of the one of the plurality of different groups of which the particular agent is a member;
• calculating a respective adjusted availability score for each of the subset of agents based on the associated respective weighting factor and the respective availability score;
• and
• routing the incoming contact to one of the plurality of agents based on the adjusted availability scores.

A computer-implemented method in a contact center, the method comprising:

• receiving, by a computer of the contact center, an incoming contact assignable to a plurality of agents of the contact center;
• determining, by the computer of the contact center, a respective availability score for each of the plurality of agents according to an agent selection strategy;
• determining a value for the incoming contact, wherein the value of the incoming contact is associated with an amount of media channel capability of each of the plurality of agents;
• associating, by the computer of the contact center, a respective weighting factor with each of the plurality of agents, wherein:
• the plurality of agents comprises a plurality of different groups with each agent a member of one of the plurality of different groups and each of the plurality of different groups is associated with a respective group weighting factor and a particular agent's associated weighting factor is the respective group weighting factor of the one of the plurality of different groups of which the particular agent is a member;
• and
• the respective group weighting factor is further based on the value of the incoming contact;
• calculating, by the computer of the contact center, a respective adjusted availability score for each of the plurality of agents based on the associated respective weighting factor and the respective availability score;
• and
• routing, by the computer of the contact center, the incoming contact to one of the plurality of agents based on the adjusted availability scores.