Systems and methods relating to predictive routing and occupancy balancing

A method of routing interactions to contact center agents in a contact center system, the method comprising:

• identifying an interaction to be routed to a contact center agent;
• identifying a group of contact center agents as candidates for routing of the interaction;
• retrieving agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction;
• determining a predicted score for a key performance indicator for each candidate agent based on the agent performance data;
• determining an occupancy rate of each candidate agent based on the agent performance data;
• generating a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent;
• and
• signaling a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents,
• wherein generating the ranking of the candidate agents for routing prioritization comprises:
• generating a modified predicted score for each candidate agent based on the predicted score for the key performance indicator and the occupancy rate for the corresponding candidate agent and ranking the candidate agents for routing prioritization based on the modified predicted score for each candidate agent.

One or more non-transitory machine readable storage media comprising a plurality of instructions stored thereon that, in response to execution by a system, causes the system to:

• identify an interaction to be routed to a contact center agent;
• identify a group of contact center agents as candidates for routing of the interaction;
• retrieve agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction;
• determine a predicted score for a key performance indicator for each candidate agent based on the agent performance data;
• determine an occupancy rate of each candidate agent based on the agent performance data;
• generate a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent;
• and
• signal a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents,
• wherein to generate the ranking of the candidate agents for routing prioritization comprises to:
• generate a modified predicted score for each candidate agent based on the predicted score for the key performance indicator and the occupancy rate for the corresponding candidate agent and rank the candidate agents for routing prioritization based on the modified predicted score for each candidate agent.