Methods for determining agent capacity for managing contact chat interactions

A method for allocating contacts to agents, comprising:

• obtaining contact center environment data associated with a contact center system;
• training a reinforcement learning model based on a training dataset comprising historical contact-agent interaction data associated with the contact center system, wherein the reinforcement learning model is configured to output a contact-agent pairing;
• obtaining a first state of the contact center system, the first state comprising (i) a utilization value of each agent of a plurality of agents, and (ii) an indication of at least one available contact;
• assigning, based on using the first state as input to the trained reinforcement learning model to output contact-agent pairings for the plurality of agents, the at least one available contact to a first agent of the plurality of agents;
• and
• outputting a second state of the contact center system based on assigning the at least one available contact to the first agent.

A communications system comprising:

• one or more processors;
• and
• a non-transitory computer-readable medium coupled to the one or more processors and storing instructions thereon that, when executed by the one or more processors, cause the communications system to:
• obtain first information of a contact,
• obtain active agent device information comprising at least a first agent identifier and a second agent identifier,
• determine a first capacity of the first agent identifier based on a number of active interactions associated with the first agent identifier and a number of dormant interactions associated with the first agent identifier,
• determine a second capacity of the second agent identifier based on a number of active interactions associated with the second agent identifier and a number of dormant interactions associated with the second agent identifier,
• determine a conversation pattern of the contact based on the first information, initiate a comparison of the first capacity and the second capacity based on the conversation pattern, and
• assign the contact to either of the first agent identifier and the second agent identifier based on the comparison, wherein assigning the contact establishes a connection between a first device associated with the contact and a second device associated with the first agent identifier or the second agent identifier.

A tangible, non-transitory computer-readable medium storing instructions that, when executed by one or more processors of a computing device, cause the computing device to:

• obtain first information of a contact;
• obtain active agent device information comprising at least a first agent identifier and a second agent identifier;
• determine a first capacity of the first agent identifier based on a number of active interactions associated with the first agent identifier and a number of dormant interactions associated with the first agent identifier;
• determine a second capacity of the second agent identifier based on a number of active interactions associated with the second agent identifier and a number of dormant interactions associated with the second agent identifier;
• determine a conversation pattern of the contact based on the first information;
• compare the first capacity and the second capacity based on the conversation pattern;
• and
• assign the contact to either of the first agent identifier and the second agent identifier based on the comparison, wherein assigning the contact establishes a connection between a first device associated with the contact and a second device associated with the first agent identifier or the second agent identifier.