Systems and methods for flexible and extensible contact center routing

A data processing system for a contact center comprising:

• a routing database storing one or more customer attributes and agent attributes;
• and a core routing module coupled to the routing database and configured to create, modify, adjust or extend, directed by one or more agents or administrators of the contact center, one or more customer attributes, agent attributes, rules or criteria for determining pairing scores and routing incoming communications from customers to agents, to customize the communication routing system to the contact center;
• receive incoming communications from one or more customers to be serviced by one or more agents;
• determine a pairing score for each agent selectable for servicing the incoming communications with each of the one or more customers based on characteristics of the incoming communications and on the adjustable and extensible customer attributes, agent attributes, rules and criteria;
• and
• route an incoming communication from a customer to an agent having a pairing score with the customer, based on pairing scores, including the pairing score with the customer, determined after receiving the incoming communication from the customer based on data about the customer
• and the agent known prior to the incoming communication and data about each of the customer and the agent determined in real-time after the incoming communication occurs.

A non-transitory computer-readable medium containing instructions, which if executed by a data processing system, cause the data processing system to implement an operation comprising:

• creating, modifying, adjusting or extending, by one or more agents or administrators of a contact center, one or more customer attributes, agent attributes, rules or criteria for determining pairing scores and routing incoming communications from customers to agents, to customize the data processing system as a communication routing system to the contact center;
• receiving incoming communication from one or more customers;
• determining a pairing score for each agent selectable for servicing the incoming communication for each of the one or more customers based on characteristics of the incoming communications and on the adjustable and extensible customer attributes, agent attributes, rules and criteria;
• and
• routing an incoming communication from a customer to an agent having a highest pairing score with the customer, wherein the highest pairing score is determined after receiving the
• incoming communication from the customer based on data about the customer and the agent known prior to the incoming communication and data about each of the customer and the agent determined in real-time after the incoming communication occurs.

A method for a contact center, performed by a processing system, comprising:

• creating, modifying, adjusting or extending, by one or more agents or administrators of the contact center, one or more customer attributes, agent attributes, rules or criteria for determining pairing scores and routing incoming communications from customers to agents, to customize the processing system as a communication routing system to the contact center;
• determining a pairing score for each agent selectable for servicing incoming communications with each of the one or more customers based on characteristics of the incoming communications and on the adjustable and extensible customer attributes, agent attributes, rules and criteria;
• and
• routing an incoming communication from a customer or work to an agent based on a pairing score that is determined after receiving the incoming communication based on data about the customer or work and the agent known prior to the incoming communication and data about the customer or work and data about the agent determined in real-time after the incoming communication occurs.