OPTIMIZED ROUTING OF INTERACTIONS TO CONTACT CENTER AGENTS BASED ON MACHINE LEARNING

A system for routing interactions to contact center agents which includes processor and memory. The memory has stored therein instructions that, when executed by the processor, cause the processor to identify a network of agents and customers. Each node of the network represents either an agent or a customer and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The memory has stored therein instructions that, when executed by the processor, cause the processor to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, determine the fit between a current customer and each of the candidate agents based on the network of agents and customers, select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.