System and method for optimizing physical placement of contact center agents on a contact center floor

A method for routing an incoming interaction to an agent of a customer contact center, the method comprising:

• identifying, by a processor, one or more agents of the customer contact center, each of the one or more agents having one or more skills satisfying one or more skills required by the incoming interaction;
• computing, by the processor, for each identified agent, a predicted performance metric in accordance with the one or more skills required by the incoming interaction and in accordance with a working environment of the agent;
• identifying, by the processor, one or more recipient agents having a predicted performance metric satisfying a threshold performance;
• and
• routing, by the processor, the incoming interaction to at least one of the one or more recipient agents.

A system for modifying routing of interactions in a customer contact center in accordance with local disruptions, comprising:

• means for monitoring a performance metric in a portion of the customer contact center, the portion of the customer contact center corresponding to a physical location within the customer contact center;
• means for comparing the performance metric with a typical performance value;
• means for, in response to determining that the performance metric is in a normal range, continuing to route interactions to the portion of the customer contact center;
• and
• means for, in response to determining that the performance metric is outside the normal range, refraining from routing interactions to the portion of the customer contact center.