Enhancing agent's efficiency in a contact center by using a multi-agent to multi-contact routing orchestration

A computerized system for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction, the computerized system comprising:

• a plurality of databases;
• an agent's queue component stored on the plurality of databases, wherein the agent's queue component is comprised of associated one and more human agents or one or more Artificial Intelligence (AI) bot agents;
• a plurality of servers to manage a display of visual context for the human agents;
• a set of communication channel rules to allocate one or more inbound communication channels to one or more agents;
• a memory to store the plurality of databases;
• a processor, said processor is configured to:
• receive a request for service from a contact via an allocated communication channel over a communication network;
• operate an orchestration engine, the orchestration engine is configured to execute a code with instructions to:
• derive contact-related information from the communication channel that the contact is coming from to yield at least one contact attribute;
• retrieve from the agent's queue component, routable agents according to a preconfigured agent's availability state;
• perform attribute-based routing of the request for service to select one or more agents from the retrieved routable agents and to assign the selected one or more agents to the request of service, and
• update an availability state for each assigned agent, a contact-routable state and an agent-to-contact association,
• wherein the set of communication channel rules is based on at least one proficiency of the one or more agents;
• and
• designate a primary agent out of the one or more agents to handle the request for service, wherein when the orchestration engine can't find a human agent having a proficiency as defined in the computerized system, said orchestration engine is designating as a primary agent, a bot agent.