Selecting a target queue for an electronic communication

A method of selecting target queues for electronic communications, comprising:

• receiving, at a cloud computing system that executes a function, an indication of an electronic communication to occur between a customer and an agent;
• determining, using the cloud computing system that executes the function, a classification of the electronic communication based on a first set of rules stored in a database of the cloud computing system and attributes associated with the electronic communication, wherein the function and the database are not associated with a contact center system that establishes the electronic communication;
• selecting, using the cloud computing system that executes the function and based on the classification of the electronic communication, a target queue from a plurality of potential queues to be associated with the electronic communication based on a second set of rules stored in the database;
• selecting, using the cloud computing system that executes the function, the agent from a plurality of potential agents for the electronic communication based on an association between the agent and the target queue;
• and
• transmitting, to the contact center system, an instruction to establish the electronic communication between the customer and the agent.

A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:

• one or more instructions that, when executed by one or more processors of a device, cause the device to:
• receive, at a cloud computing system that executes a function, an indication of an electronic communication to occur between a customer and an agent;
• determine, using the cloud computing system that executes the function, a classification of the electronic communication based on a first set of rules stored in a database of the cloud computing system and attributes associated with the electronic communication, wherein the function and the database are external to a contact center system that establishes the electronic communication;
• select, using the cloud computing system that executes the function and based on the classification of the electronic communication, a target queue from a plurality of potential queues to be associated with the electronic communication based on a second set of rules stored in the database;
• determine, using the cloud computing system that executes the function, an event to occur while the electronic communication is associated with the target queue based on a third set of rules stored in the database;
• transmit, to the contact center system, an indication of the event to occur while the electronic communication is associated with the target queue;
• select, using the cloud computing system that executes the function, the agent from a plurality of potential agents for the electronic communication based on an association between the agent and the target queue;
• and
• transmit, to the contact center system, an instruction to establish the electronic communication between the customer and the agent.