Call mapping systems and methods using variance algorithm (va) and/or distribution compensation

A system for handling contacts and agents in a contact center system comprising:

• at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
• determine a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue of the contact center system for connection to one of a plurality of agents assigned to the queue of the contact center system;
• adjust the initial normalized ranking according to a time effects compensation;
• and
• establish, in a switch of the contact center system, a connection between one of the plurality of contacts and one of the plurality of agents using a pattern matching algorithm based on the adjusted normalized ranking.

An article of manufacture for handling contacts and agents in a contact center system comprising:

• a non-transitory computer processor readable medium;
• and
• instructions stored on the medium;
• wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
• determine a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue of the contact center system for connection to one of a plurality of agents assigned to the queue of the contact center system;
• adjust the initial normalized ranking according to a time effects compensation;
• and
• establish, in a switch of the contact center system, a connection between one of the plurality of contacts and one of the plurality of agents using a pattern matching algorithm based on the adjusted normalized ranking.