Amazon Technologies, Inc.

Sonu Kumar Mishra

Juliana Saussy

Vamsi Polapragada

Jon R Jay

Preetham Gowda

Systems and methods are described relating to distributing agents to different queues provided by a call or contact center. A contact service may define a number of different queues for processing different customer requests, such as may be routed to different agents, with each queue associated with a priority value (higher priority get assigned agents first) and a visibility threshold (how long a request will sit before it is picked up by an agent). The described techniques add a time-to-service level (SL) goal, per queue to determine when queues are over and underperforming. In the case queues are overperforming, various techniques, including control systems approaches may be used to determine adjustments to the visibility threshold (e.g., at least one of increasing the thresholds for overperforming queues and decreasing the thresholds for underperforming queues) to increase performance in meeting the customer SL goals.

Service level based routing using visibility thresholds

Technology is described for routing communications between contacts and agents. Associations may be generated between agents and contacts who intend to communicate with the agents. Weightings for the associations between the agents and the contacts may be determined using a machine learning model to produce weighted associations. The weightings may represent a predicted interaction metric between the agents and the contacts. Selected pairs of agents and contacts may be determined by applying matching rules to the weightings. Communications may be routed between the contacts and the agents in accordance with the selected pairs of agents and contacts.

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Seattle, WA, United States of America

Sonu Kumar Mishra