Service level based routing using skip probabilities

A system, comprising:

• one or more processors;
• memory that stores computer-executable instructions that, when executed, cause the one or more processors to:
• obtain, by a contact service, an allocation of a plurality of requests to a plurality of queues to be processed by a contact service agent through the contact service;
• and
• modify, by the contact service, one or more parameters of individual queues of the plurality of queues to which contact service agents are assigned to process the plurality of requests according to a routing profile, wherein the one or more parameters of the individual queues comprise a time-to-service level goal for processing individual requests of the plurality of requests and a priority value, wherein modifying the one or more parameters of the individual queues further comprises:
• determining probability values by which at least a subset of individual queues of the plurality of queues can be skipped for routing agent assignment for processing while still meeting a time-to-service level goal associated with the individual queue to enable individual queues in the plurality of queues that are not in the subset of the individual queues to be assigned a contact service agent, wherein the probability values override the priority value associated with the individual queues;
• and
• assigning the contact service agents to a subset of requests of the plurality of requests in the individual queues in the subset of the individual queues, based on the probability values and the priority values associated with the individual queues of the subset of the individual queues, to connect the contact service agents with the subset of requests;
• and
• processing the subset of requests with the assigned contact service agents.

One or more non-transitory computer-readable storage media storing thereon executable instructions that, as a result of being executed by one or more processors of a computer system, cause the computer system to at least:

• obtain an allocation of a plurality of requests to a plurality of queues to be processed by a contact service agent through a contact service;
• modify one or more parameters of individual queues of the plurality of queues to which contact service agents are assigned to process the plurality of requests according to a routing profile, wherein the one or more parameters of the individual queues comprise a time-to-service level goal and a priority value for processing individual requests of the plurality of requests, wherein modifying the one or more parameters of the individual queues further comprises, periodically:
• grouping at least a first subset of the plurality of queues into a first set of queues based on determining that individual queues of the plurality of queues are exceeding a time-to-service level goal associated with the individual queues;
• grouping at least a second subset of the plurality of queues into a second set of queues based on determining that individual queues of the plurality of queues are not meeting a time to-service level goal associated with the individual queues;
• determining probability values by which individual queues in the first set of queues can be skipped for contact service agent assignment for processing while still meeting the time-to-service level goal associated with the individual queue to enable individual queues in the second subset of queues to be assigned a contact service agent, wherein the probability values override the priority value associated with the individual queues;
• and
• delaying assigning contact service agents to some requests of the plurality of requests in queues in the first set of queues based on the probability values and the priority values associated with individual queues of the first set of queues;
• and
• connecting contact service agents with the plurality of requests to process the plurality of requests after a period of delay.