System and method for scalable interaction prioritization

1. A system comprising:

a processor; and

a memory, where the memory stores instructions which, when executed by the processor, cause the processor to:

identify a first plurality of interactions and a second plurality of interactions for a contact center;

associate the first plurality of interactions with a first profile;

associate the second plurality of interactions with a second profile different from the first profile;

monitor for a condition for conducting priority determinations;

generate a set of candidate interactions in response to detecting the condition, wherein the set of candidate interactions include a first subset of interactions of the first plurality of interactions, and a second subset of interactions of the second plurality of interactions;

conduct priority determinations of the interactions in the set of candidate interactions without conducting priority determinations of remaining interactions of the first and second plurality of interactions not included in the set of candidate interactions, wherein the instructions to conduct the priority determinations include instructions that cause the processor to calculate a priority value for each of the interactions in the set of candidate interactions;

select an interaction from the set of candidate interactions based on the determined priority values; and

a router coupled to the processor, the router being configured to route the selected interaction to an electronic device of the contact center.

2. The system of claim 1 , wherein the first and second plurality of interactions are voice interactions, emails, chat messages, or instant messages.

3. The system of claim 1 , wherein the first profile is associated with at least one of a first customer segment, a first media type, a first service level, or a first service type, and the second profile is associated with a second customer segment, a second media type, a second service level, or a second service type.

4. The system of claim 1 , wherein the condition for conducting priority determinations is detecting a time for conducting the priority determinations.

5. The system of claim 4 , wherein the time is based on a rate of conducting the priority determinations, wherein the rate is proportional to a total number of interactions at the contact center.

6. The system of claim 1 , wherein the first subset of interactions is a particular number of oldest interactions of the first plurality of interactions, and the second subset of interactions is a particular number of oldest interactions of the second plurality of interactions.

7. The system of claim 6 , wherein the particular number of interactions is based on a number of interactions that a pool of agents is predicted to be capable of handling at a time of generating the set of candidate interactions.

8. The system of claim 1 , wherein the first subset of interactions is a particular number of oldest interactions of the first plurality of interactions, and the second subset of interactions is a particular number of youngest interactions of the second plurality of interactions.

9. The system of claim 1 , wherein the instructions that cause the processor to calculate the priority value for each of the interactions include instructions that cause the server to calculate the priority value as a function of age and profile associated with each of the interactions, the profile being one of the first and second profiles.

10. A method comprising:

identifying, by a processor, a first plurality of interactions and a second plurality of interactions for a contact center;

associating, by the processor, the first plurality of interactions with a first profile;

associating, by the processor, the second plurality of interactions with a second profile different from the first profile;

monitoring, by the processor, for a condition for conducting priority determinations;

generating, by the processor, a set of candidate interactions in response to detecting the condition, wherein the set of candidate interactions include a first subset of interactions of the first plurality of interactions, and a second subset of interactions of the second plurality of interactions;

conducting, by the processor, priority determinations of the interactions in the set of candidate interactions without conducting priority determinations of remaining interactions of the first and second plurality of interactions not included in the set of candidate interactions, wherein the conducting of the priority determinations include calculating a priority value for each of the interactions in the set of candidate interactions;

selecting, by the processor, an interaction from the set of candidate interactions based on the determined priority values; and

routing, by a router coupled to the processor, the selected interaction to an electronic device of the contact center.

11. The method of claim 10 , wherein the first and second plurality of interactions are voice interactions, emails, chat messages, or instant messages.

12. The method of claim 10 , wherein the first profile is associated with at least one of a first customer segment, a first media type, a first service level, or a first service type, and the second profile is associated with a second customer segment, a second media type, a second service level, or a second service type.

13. The method of claim 10 , wherein the condition for conducting priority determinations is detecting a time for conducting the priority determinations.

14. The method of claim 13 , wherein the time is based on a rate of conducting the priority determinations, wherein the rate is proportional to a total number of interactions at the contact center.

15. The method of claim 10 , wherein the first subset of interactions is a particular number of oldest interactions of the first plurality of interactions, and the second subset of interactions is a particular number of oldest interactions of the second plurality of interactions.

16. The method of claim 15 , wherein the particular number of interactions is based on a number of interactions that a pool of agents is predicted to be capable of handling at a time of generating the set of candidate interactions.

17. The method of claim 10 , wherein the first subset of interactions is a particular number of oldest interactions of the first plurality of interactions, and the second subset of interactions is a particular number of youngest interactions of the second plurality of interactions.

18. The method of claim 10 , wherein the calculating of the priority value for each of the interactions includes calculating the priority value as a function of age and profile associated with each of the interactions, the profile being one of the first and second profiles.

19. A system comprising:

means for identifying a first plurality of interactions and a second plurality of interactions for a contact center;

means for associating the first plurality of interactions with a first profile;

means for associating the second plurality of interactions with a second profile different from the first profile;

means for monitoring for a condition for conducting priority determinations;

generating, by the processor, a set of candidate interactions in response to detecting the condition, wherein the set of candidate interactions include a first subset of interactions of the first plurality of interactions, and a second subset of interactions of the second plurality of interactions;

means for conducting priority determinations of the interactions in the set of candidate interactions without conducting priority determinations of remaining interactions of the first and second plurality of interactions not included in the set of candidate interactions, wherein the means for conducting the priority determinations include means for calculating a priority value for each of the interactions in the set of candidate interactions;

means for selecting an interaction from the set of candidate interactions based on the determined priority values; and

means for routing the selected interaction to an electronic device of the contact center.

20. The system of claim 19 , wherein the means for calculating the priority value for each of the interactions includes means for calculating the priority value as a function of age and profile associated with each of the interactions, the profile being one of the first and second profiles.