Calls for large call queues are handled by a system that assigns agents of a call queue to one of a first group or a second group. A size of the first group or the second group is based on a number of agents in the call queue that are online. The system batch rings each agent of the first group when an incoming call is received. If the incoming call is unanswered by the first group, the system batch rings each agent of the second group.

A device, system and method for transferring calls to public-safety answering points is provided. A call routing devices receives, from a plurality of public-safety answering points (PSAPs), status data indicating respective states of the plurality of PSAPs. The call routing device receives a call to be routed to a first PSAP of the plurality of PSAPs. The call routing device generates a list of other PSAPs, of the plurality of PSAPs, prioritized according to the status data. The call routing device routes the call to the first PSAP, the call routed with the list. The call routing device receives, from the first PSAP, an indication to transfer the call to a second PSAP selected from the list. The call routing device transfers the call to the second PSAP.

A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses Big Data and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.

The method may include simulating a call and determining a propensity score associated with the call. The method may also include selecting a first destination, from a plurality of destinations, for the call based on a routing algorithm and the propensity score. The method may include routing the call to the first destination and updating a first call load associated with the first destination based on the call. The method may also include comparing the first call load to a plurality of other call loads. Each of the other call loads may be associated with at least one of the plurality of destinations. The method may also include updating the routing algorithm based on the comparing.

Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.

A server transmits a query received from a user device to multiple deployment engines, each deployment engine being associated with an intent. The server receives, from each of a subset of the multiple deployment engines, a score representing a likelihood that the query matches to the associated intent. The server transmits, to the user device, a message comprising representations of intents for which the score is within a predefined range.

Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of agents according to a behavioral pairing strategy with a balanced agent utilization; determining a second ordering of the plurality of agents according to a performance-based routing strategy with an unbalanced agent utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed agent utilization between the balanced agent utilization and the unbalanced agent utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting a contact to an agent of the plurality of agents in the contact center system.

Network presence is used to assign a worker to a task. In today's networked environment, workers may be remotely located but still accomplish tasks. As long as workers have network access, the workers may be assigned tasks for completion. As tasks are completion, the network presences of the workers are determined, and the tasks may be assigned based on the network presences.

Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.

Systems and methods are provided for modeling call center networks. Models are employed to run a simulation of the call center network based on call center network architecture data. The models are used to generate solution parameters for a call center network, and the solution parameters can be automatically implemented in at least a portion of the call center network.