Device, System, and Method for Optimizing Active Transactions of an Agent

摘要

A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.

主权项

1. A method, comprising:
determining, using a prioritizing device of center, a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel; when the first priority value is greater than a predetermined threshold value:
identifying, using the prioritizing device, an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction on the real-time communication channel and a non-real-time transaction on a non-real-time communication channel;transferring, using the prioritizing device, the ongoing transaction from the agent device; andtransferring, using the prioritizing device, the incoming transaction to the agent device.