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FACILITATING A CONTACT CENTER AGENT TO SELECT A CONTACT IN A CONTACT CENTER QUEUE
FACILITATING A CONTACT CENTER AGENT TO SELECT A CONTACT IN A CONTACT CENTER QUEUE
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机译:协助联系中心代理在联系中心队列中选择一个联系
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摘要
The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.
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