| 摘要 |
A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle the transaction. A time is determined for the best agent to handle the transaction. The time can be based on a projected time that the agent will be able to handle the transaction, based on a callback time or any criteria. A schedule of the best agent is searched. The schedule of the best agent contains a movable event. A movable event can be any event that can be rescheduled, such as a break. When it is determined that the time for the best agent to handle the transaction is during and/or close to the movable event, the movable event is rescheduled to allow the best agent to handle the transaction. |
| 主权项 |
1. A method comprising:
receiving, from a communication device and by a microprocessor, a transaction in a contact center; in response to receiving the transaction:
determining, by the microprocessor, a best agent to handle the received transaction; anddetermining, by the microprocessor, a time for the best agent to handle the received transaction; in response to determining the best agent to handle the received transaction and the time for the best agent to handle the received transaction, automatically searching, by the microprocessor, a schedule of the best agent, wherein the schedule of the best agent contains a movable event; determining, by the microprocessor, that the time for the best agent to handle the received transaction is during or close to the movable event; automatically rescheduling, by the microprocessor, the movable event in the schedule of the best agent to allow the best agent to handle the received transaction; and routing, by the microprocessor, the received transaction to an agent terminal of the best agent. |
