Technologies for adaptive predictive routing in contact center systems

A computing system for adaptive predictive routing in a contact center system, the computing system comprising:

• at least one processor;
• and
• at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the computing system to:
• identify an interaction to be routed to a contact center agent;
• determine, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator;
• and
• route the interaction to a first contact center agent determined to be available to be routed the interaction;
• wherein to determine, for each agent cohort of the plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction comprises to:
• determine, within a first cohort time period, whether a contact center agent within a first agent cohort is available to be routed the interaction, wherein the first agent cohort includes contact center agents having agent performance scores within a first range;
• and
• determine, within a second cohort time period following the first cohort time period and in response to a determination that the interaction is unable to be routed to a contact center agent within the first agent cohort within the first cohort time period, whether a contact center agent within the first agent cohort or a second agent cohort is available to be routed the interaction, wherein the second agent cohort includes contact center agents having agent performance scores within a second range of scores lesser than the first range of scores.