Abstract: A computer system routes contact center interactions. Interactions between contact center agents and contact center queries that are received at a contact center are monitored. A ranking model is trained according to the categories of the contact center queries and the interaction scores of each handled query using machine learning. The ranking model is tested according to various metrics to ensure that the ranking model ranks the agents according to one or more selected business outcomes. A net score may be determined for each contact center agent for each query category based on a predicted interaction score and one or more non-interaction features. Incoming queries may then be routed to an appropriate contact center agent based on the category of the incoming query. Embodiments may further include a method and program product for routing contact center interactions in substantially the same manner described above.

Abstract: A computer system routes contact center interactions. Interactions between contact center agents and contact center queries that are received at a contact center are monitored. A ranking model is trained according to the categories of the contact center queries and the interaction scores of each handled query using machine learning. The ranking model is tested according to various metrics to ensure that the ranking model ranks the agents according to one or more selected business outcomes. A net score may be determined for each contact center agent for each query category based on a predicted interaction score and one or more non-interaction features. Incoming queries may then be routed to an appropriate contact center agent based on the category of the incoming query. Embodiments may further include a method and program product for routing contact center interactions in substantially the same manner described above.