Genesys Cloud Services, Inc.

Rory McTigue

Maciej Dabrowski

Emir Munoz

David Farrell

A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, identifying a group of contact center agents as candidates for routing of the interaction, retrieving agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction, determining a predicted score for a key performance indicator for each candidate agent based on the agent performance data, determining an occupancy rate of each candidate agent based on the agent performance data, generating a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent, and signaling a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents.

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Galway, Ireland

Rory McTigue