| 主权项 |
1. A method to improve self-service operation in a contact center, comprising:
monitoring, by a processor of the contact center, progress of a customer of the contact center during an established self-service customer support session; monitoring, by the processor of the contact center, surplus status of agents in the contact center during the established self-service customer support session; calculating, by the processor of the contact center, a caller metric for the customer to characterize lack of monitored progress, wherein the caller metric varies inversely with monitored progress; determining, by the processor of the contact center, a system state related to the customer by use of the monitored progress and the monitored surplus status; setting, by the processor of the contact center, an indicator signal to a first state when the system state is in an agent-support domain, otherwise setting the indicator signal to a second state when the system state is in a self-support domain; and assigning, by the processor of the contact center, the customer to an agent-supported customer support session when the indicator signal is in the first state. |
