Systems and methods for providing access to available agent

摘要

The availability of one or more agents of an institution to communicate with a user may be determined and reported to the user. An application on a user computing device may provide an indication as to how many agents are currently available to speak with the user and/or a wait time until an agent becomes available. The user computing device may display a call icon that the user may select to place a call to an available agent. The user computing device may display a call icon that the user may select to receive a callback from an available agent. Call volume statistics may be provided to the user and may be used to determine when an agent is most likely unavailable and/or most likely available.

主权项

1. A method of providing access to a call center agent, comprising:
receiving, from a user computing device to the call center, a selection of desired characteristics of a type of call center agent; receiving, from the user computing device to the call center, a priority ordering of a portion of the desired characteristics corresponding to a first type of call center agent and a portion of the desired characteristics corresponding to a second type of call center agent; determining, information pertaining to availability of a first number of call center agents matching the first type of call center agent to communicate with the user; determining, information pertaining to availability of a second number of call center agents matching the second type of call center agent to communicate with a user; and establishing a communication between the user and at least one call center agent of the first type or the second type based on the information and the priority ordering.