METHOD AND SYSTEM FOR DETERMINING OCCUPANCY OF RESOURCES IN A MULTIMODAL CONTACT CENTER

摘要

A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.

主权项

1. A system to determine occupancy of an agent in a multimodal contact center, the system comprising:
a simultaneous contacts module configured to monitor a plurality of multimodal contacts simultaneously handled by an agent; a media capability module configured to:
determine a media capability based on a contact for each of the plurality of multimodal contacts, anddetermine one or more parameters based on the media capability of the contact for each of the plurality of multimodal contacts; and an occupancy calculation module configured to calculate a multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.