Simultaneous usage of agent and service parameters

A method of assigning a first contact to at least one of a plurality of agents, said method comprising the acts of:

• receiving said first contact;
• determining attributes of said first contact;
• identifying a list of available agents;
• assigning at least one service parameter weight for each agent in said list of available agents;
• assigning at least one agent parameter weight for each agent in said list of available agents;
• generating one or more agent-service vectors, said agent-service vectors including:
• one or more first vectors corresponding to one or more available agents;
• and
• one or more second vectors corresponding to one or more contact service attributes, wherein each cell within the first agent-service vectors and second agent-service vectors includes an agent/service value corresponding to a combination of agent and service parameters;
• identifying a first available agent from said first agent-service vectors and second agent-service vectors having a maximum agent/service value, wherein all available agents are considered;
• and
• assigning said first contact to said first available agent.

A system for assigning a contact to an agent, said system comprising:

• a contact vector, said call vector identifying attributes of a first contact;
• an agent-service matrix representing a unique agent/service value for each agent of a plurality of available agents for each of a plurality of contact service attributes;
• and
• an agent selector, said agent selector identifying an available agent having a maximum agent/service value corresponding to a best suited agent from said list of available agents, wherein all available agents in said agent-service matrix are considered.