CONTACT CENTER ADMINISTRATION VIA TEXT STREAM INTERACTION

摘要

Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.

主权项

1. A method comprising:
obtaining a metric value that quantifies a metric of a contact center; determining that the metric value is not a desired value; in response to determining that the metric value is not the desired value, generating a first metric message text stream; generating a contact center action set comprising at least one contact center action that is associated with the first metric message text stream; determining a metric message identifier (ID) that is associated with the first metric message text stream; storing the metric message ID and the contact center action set in a storage; and sending the first metric message text stream to a computing device.