Contact center routing based on agent routing scores

A device, comprising:

• a memory;
• and
• a processor, the processor configured to execute instructions stored in the memory to:
• receive, from a user device, a contact center request;
• determine, based on respective environmental scores and respective network connection scores associated with available agents, respective agent routing scores for the available agents,
• wherein each respective environmental score is obtained using first one or more factors, and
• wherein each respective network connection score is obtained using second one or more factors, the processor further configured to execute instructions stored in the memory to:
• receive a configurating indicating respective weights for each of the first one or more factors and each of the second one or more factors;
• and
• obtain, using the respective weights, a respective agent routing score as a weighted sum of the first one or more factors and the second one or more factors;
• group the available agents into tiers based on the respective agent routing scores;
• select, based on the tiers, an agent from the available agents;
• and
• route the contact center request to an agent device of the agent.

A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:

• receiving, from a user device, a contact center request;
• determining, based on respective environmental scores and respective network connection scores associated with available agents, respective agent routing scores for the available agents,
• wherein each respective environmental score is obtained using first one or more factors, and
• wherein each respective network connection score is obtained using second one or more factors, further comprising:
• receiving a configurating indicating respective weights for each of the first one or more factors and each of the second one or more factors;
• and
• obtaining, using the respective weights, a respective agent routing score as a weighted sum of the first one or more factors and the second one or more factors;
• grouping the available agents into tiers based on the respective agent routing scores;
• selecting, based on the tiers, an agent from the available agents;
• and
• routing the contact center request to an agent device of the agent.