Using true value in routing work items to resources

摘要

The present invention is directed to a contact center 100 comprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact center 100 and (b) a contact selector 216 operable to select a resource of the contact center 100 to service the contact based, at least in part, on the associated value. The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer.