Prioritization of routing for escalated communication sessions in a contact center

A system comprising:

• a microprocessor;
• and
• a non-transitory computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to:
• receive a plurality of escalated communication sessions, wherein the plurality of escalated communication sessions are initially a plurality of established communication sessions between communication endpoints of users and communication endpoints of human contact center agents;
• determine a priority for each of the plurality of escalated communication sessions based on one or more routing factors associated with each escalated communication session;
• and
• in response to determining the priority of the plurality of escalated communication sessions, route the plurality of escalated communication sessions to an escalation queue on a communication endpoint of a supervisor or a technical specialist, wherein each of the plurality of escalated communication sessions are routed to the escalation queue based on the determined priority for each of the plurality of escalated communication sessions.