Method and system using presence information to improve services provided by automatic call distribution centers

Method and system using presence information to improve services provided by automatic call distribution centers

In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is...

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Hauptverfasser: Shaffer, Shmuel, Chahrouri, Gebran G, Patel, Labhesh, Khouri, Joseph F
Format: Patent
Sprache:eng
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creator Shaffer, Shmuel
Chahrouri, Gebran G
Patel, Labhesh
Khouri, Joseph F
description In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.
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title Method and system using presence information to improve services provided by automatic call distribution centers
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