System and method for scalable interaction prioritization

1. A system, comprising:

an interaction server including a processor and memory, the memory storing instructions that cause the processor to allocate interactions to a server based on function of a priority of the interactions over time, the instructions further causing the processor to:

store a first plurality of interactions in a first segment associated with a first priority profile;

store a second plurality of interactions in a second segment associated with a second priority profile different from the first priority profile;

monitor for a condition for re-prioritization;

select a first subset of interactions of the first plurality of interactions and a second subset of interactions of the second plurality of interactions in response to detecting the condition for re-prioritization; and

apply a first priority function to the first subset of interactions and a second priority function to the second subset of interactions, the second priority function being different from the first priority function;

based on applying the first priority function, calculate current priority values of the first subset of interactions without calculating current priority values of remaining interactions in the first plurality of interactions;

based on applying the second priority function, calculate current priority values of the second subset of interactions without calculating current priority values of remaining interactions in the second plurality of interactions;

identify one or more interactions from the first subset or the second subset that satisfy a preselected criterion based on the current priority values;

forward the identified interactions to a router connected to the interaction server; and

the router that is configured to route the identified interactions received from the interaction server at a time to one or more workstations of a contact center.

2. The system of claim 1 , further comprising a memory to store the interactions, where the interactions are stored in logical segments based on corresponding priority profiles, the logical segments including the first segment and the second segment.

3. The system of claim 1 , wherein monitoring a condition for reprioritization comprises:

determine that one or more workstations of the contact center are available to process one or more interactions.

4. The system of claim 1 , wherein at least one of the first priority profile or the second priority profile is associated with a function of a time period for which an interaction is present in the respective segment.

5. The system of claim 1 , wherein the preselected criterion comprises a highest priority value among the computed priority values.

6. The system of claim 1 , wherein selecting the first subset of interactions comprises selecting a predetermined number of oldest interactions from the first plurality of interactions, and

wherein selecting the second subset of interactions comprises selecting the predetermined number of oldest interactions from the second plurality of interactions.

7. The system of claim 1 , wherein storing the first plurality of interactions in the first segment or the second plurality of interactions in the second segment comprises:

identify a characteristic that is one of media type, service level or service type corresponding to an interaction; and

select one of the first segment or the second segment for storing the interaction based on the identified characteristic.

8. A system, comprising:

a processor; and

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

store a first plurality of interactions in a first segment associated with a first priority profile;

store a second plurality of interactions in a second segment associated with a second priority profile different from the first priority profile;

monitor for a condition for re-prioritization;

select a first subset of interactions of the first plurality of interactions and a second subset of interactions of the second plurality of interactions in response to detecting the condition for re-prioritization;

apply a first priority function to the first subset of interactions and a second priority function to the second subset of interactions, the second priority function being different from the first priority function;

based on applying the first priority function, calculate current priority values of the first subset of interactions without calculating current priority values of remaining interactions in the first plurality of interactions;

based on applying the second priority function, calculate current priority values of the second subset of interactions without calculating current priority values of remaining interactions in the second plurality of interactions;

identify one or more interactions from the first subset or the second subset that satisfy a preselected criterion based on the current priority values; and

forward the identified interactions to a server, where the server can handle a determined number of interactions at a time.

9. The system of claim 8 , where the preselected criterion comprises a priority value.

10. The system of claim 9 , where the priority value is based on a service level agreement.

11. The system of claim 8 , where the interactions are divided into segments based on corresponding priority profiles, the segments including the first segment and the second segment.

12. The system of claim 11 , where a top interaction from each of the segments is reprioritized to determine one or more interactions to allocate to the server.

13. The system of claim 12 , where other interactions from the segments are not reprioritized upon allocation.

14. The system of claim 12 , where reprioritization occurs upon allocation of one or more interactions to the server.

15. The system of claim 14 , where allocation occurs upon the server being able to handle an interaction.

16. The system of claim 11 , where the segments are changed dynamically.

17. The system of claim 11 , where the segments are divided into sub-segments, where a sub-segment comprises a non-decreasing or decreasing function of priority over time.

18. The system of claim 8 , where at least one of the first priority function or the second priority function comprises a function of a priority of the interactions over a time period for which the interactions are present in the respective segments.

19. The system of claim 8 , where the preselected criterion comprises a priority and a language.

20. The system of claim 8 , where the server comprises a universal routing server of a contact center, where the routing server is configured to route the identified interactions at a time to one or more workstations of the contact center.

21. A method, comprising:

storing, by a processor, store a first plurality of interactions in a first segment associated with a first priority profile;

storing, by the processor, a second plurality of interactions in a second segment associated with a second priority profile different from the first priority profile;

monitoring, by the processor, for a condition for re-prioritization;

selecting, by the processor, a first subset of interactions of the first plurality of interactions and a second subset of interactions of the second plurality of interactions in response to detecting the condition for re-prioritization;

applying, by the processor, a first priority function to the first subset of interactions and a second priority function to the second subset of interactions, the second priority function being different from the first priority function;

based on applying the first priority function, calculating, by the processor, current priority values of the first subset of interactions without calculating current priority values of remaining interactions in the first plurality of interactions;

based on applying the second priority function, calculating, by the processor, current priority values of the second subset of interactions without calculating current priority values of remaining interactions in the second plurality of interactions;

identifying, by the processor, one or more interactions from the first subset or the second subset that satisfy a preselected criterion based on the current priority values; and

forwarding, by the processor, the identified interactions to a server, where the server can handle a determined number of interactions at a time.

22. The method of claim 21 , where the preselected criterion comprises a priority value of the interactions.

23. The method of claim 21 , where the interactions are divided into segments based on corresponding priority profiles, the segments including the first segment and the second segment, and where a determined number of top interactions from each of the segments is reprioritized to determine one or more interactions to allocate to the server.