Systems and methods for relative gain in predictive routing

A system for leveraging relative gain in predictive routing of interactions to contact center agents, the system comprising:

• at least one processor;
• and
• at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the system to:
• identify an interaction to be routed to a contact center agent;
• determine a predictive routing score for each prospective contact center agent of a plurality of prospective contact center agents to which the interaction can be routed based on a historical performance of each prospective contact center agent;
• determine a relative gain for each prospective contact center agent based on an interaction class of the interaction, an agent class performance of the prospective contact center agent, and an agent value of the prospective contact center agent, wherein the relative gain of a respective contact center agent is indicative of a relative optimization improvement of routing the interaction to the respective contact center agent relative to another of the prospective contact center agents;
• rank the prospective contact center agents based on the associated predictive routing score and the associated relative gain for each prospective contact center agent;
• select the contact center agent of the prospective contact center agents based on the ranking of the prospective contact center agents;
• and
• route the interaction to the selected contact center agent.