Optimized routing of interactions to contact center agents based on machine learning

A system for routing interactions to contact center agents, the system comprising:

• a processor;
• and
• a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to:
• identify an interaction to be routed;
• identify a group of agents based on one or more constraints for generating one or more candidate agents;
• gather context data surrounding the candidate agents;
• for each agent of the candidate agents, estimate an expected value to be obtained by routing the interaction to the agent;
• select, based on the estimates, a particular agent of the candidate agents that does not have a highest expected value from among the candidate agents;
• and
• signal a routing device for routing the interaction to the particular agent.