Incontact Inc.

Nicholas Ian Terry

Matthew Lawrence Page

Christopher Garn Seaman

Methods for routing customers to an agent include receiving a communication from a customer; assigning or retrieving a plurality of mandatory and optional customer attributes; matching the plurality of mandatory and optional customer attributes to a plurality of attributes of available agents; calculating a first affinity score for each available agent that possesses the mandatory customer attributes; determining for each available agent a number of attributes matching the optional customer attributes; ranking the available agents based on the number of matched optional customer attributes; selecting a predetermined number of available agents from the ranked available agents; calculating a second affinity score for each of the selected predetermined number of available agents; combining the first affinity and second affinity score; determining which available agent has the highest combined first affinity and second affinity score; and routing the communication to the available agent having the highest combined score.

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Magna, UT, United States of America

Nicholas Ian Terry