COMMUNICATIONS BETWEEN CONTACT CENTER AGENT SYSTEMS TO FACILITATE AGENT ENGAGEMENT

摘要

Embodiments disclosed herein provide systems, methods, and computer readable media for facilitating engagement with a plurality of agents in a contact center. In a particular embodiment, a method provides detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems. In the communication distribution system, the method provides determining that the first agent system should communicate with a second agent system of the plurality of agent systems and initiating a first communication between the first agent system and the second agent system.

主权项

1. A method of facilitating engagement with a plurality of agents in a contact center, the method comprising:
detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems; in the communication distribution system, determining that the first agent system should communicate with a second agent system of the plurality of agent systems; and initiating a first communication between the first agent system and the second agent system.