Task management and routing in a multi-channel environment

A method for task management and routing, comprising:

• obtaining, by a device, one or more routing profiles associated with respective agents of a contact center network;
• obtaining, by the device, a task associated with a task type and one or more task attributes;
• determining, by the device in accordance with a rule set, an order of tasks that includes the task, wherein the rule set includes one or more intra-task-type rules associated with the task type and one or more inter-task-type rules associated with multiple task channels;
• determining, by the device in accordance with the order of tasks, an agent channel for the task based on the task type, one or more network conditions, and the one or more routing profiles,
• wherein the agent channel is associated with a routing profile, of the one or more routing profiles, based on current task load information of the routing profile and the one or more task attributes;
• routing, by the device, the task to the agent channel;
• and
• providing, by the device and based on routing the task to the agent channel, information associated with the task to a user interface system to enable an agent, associated with the routing profile, to perform the task.

A system for task management and routing, the system comprising:

• one or more memories;
• and
• one or more processors, communicatively coupled to the one or more memories, configured to:
• obtain one or more routing rules associated with one or more routing profiles, wherein the one or more routing profiles are associated with respective agents;
• determine, based on dynamic network activity of a contact center network and the one or more routing rules, routing profile information for respective routing profiles of the one or more routing profiles;
• and
• obtain an indication of a task associated with the contact center network, wherein the task is associated with a task type and one or more task attributes;
• assign, for the task, a position in a network queue, wherein the position is based on one or more rules and one or more network conditions, and wherein the network queue includes tasks associated with multiple task types;
• select, for the task, an agent channel that is associated with an agent of the contact center network based on the routing profile information, the task type, and the one or more task attributes;
• transfer, from the network queue, the task to the agent channel;
• and
• provide, from the agent channel, information indicative of the task for display via a user interface system.