Agent selection in a contact center based on likelihood of a communication changing modes

An apparatus for routing user communications to one of a plurality of agents for a contact center, the apparatus comprising:

• one or more computer readable storage media;
• a processing system operatively coupled with the one or more computer readable storage media;
• and
• program instructions stored on the one or more computer readable storage media that, when read and executed by the processing system, direct the processing system to:
• receive a communication in a first mode directed to the contact center from a first user system operated by a first user;
• determine a likelihood that, at a time after the communication is established with an agent system, the communication will change from the first mode to a second mode;
• responsive to the likelihood satisfying a threshold likelihood, identify a first agent of the plurality of agents for handling the communication based on skill levels of the first agent for handling communications in the first mode and the second mode;
• and
• establish the communication in the first mode between the first user system and a first agent system operated by the first agent.