Method and system for optimizing contact center performance

A method for assigning individual contact processing resources of a contact center to contacts in the contact center, the contact center comprises a server having a work assignment engine and a dataspace coupled thereto, the method comprising:

• receiving, by the contact center, a new contact at the contact center;
• accessing, by the work assignment engine, the new contact;
• instantiating, by the work assignment engine, a respective contact object, that corresponds to the new contact, within the dataspace,
• storing in the dataspace, a population of contact objects that correspond to contacts being processed by the contact center, said dataspace being divided into regions corresponding to skill sets,
• assigning, by the work assignment engine, the respective contact object an initial value reflecting a relative desired latency for handling such contacts by the contact center,
• increasing, by the work assignment engine, the assigned value of the respective contact object as a function of the time elapsed from an initial contact time to a present time;
• creating and associating, by the work assignment engine, a respective programmed processing object with a corresponding one of a plurality of individual contact processing resources of the contact center, each programmed processing object comprising a respective predatory neural network arranged to compete with other programmed processing objects to adaptively and independently select contact objects from said population of contact objects based on:
• a value received by said programmed processing object for processing contact objects from said population and
• a value spent by said programmed processing object on processing contact objects from said population,
• initially locating the respective programmed processing objects in the regions of the dataspace according to a skill set specified for its corresponding contact processing resource;
• moving a particular one of the respective programmed processing objects from an initial region in the dataspace to a more optimum region in the dataspace based on behavior learned during processing of contact objects;
• selecting, by the work assignment engine, a particular one contact object by the particular one programmed processing object of the contact center;
• and
• assigning, by the work assignment engine, to the contact corresponding to the particular one contact object, the contact processing resource corresponding to the particular one programmed processing object.