Internal management of contact requests

摘要

Embodiments of the invention provide for systems, devices, apparatus, methods, and computer program products for allowing a first agent associated with an entity to initiate contact with a second agent associated with the entity via a contact entry point. The contact entry point is displayed on an interface page and enables a first agent to contact other agents associated with the entity in a faster, more efficient, and better informed manner.

主权项

1. A method for managing a contact request within an entity, the method comprising:
assigning a contact request to a first agent, wherein the first agent recognizes a need to involve a second agent to respond to the contact request; receiving, via a computing device processor, a first input from the first agent that activates a contact entry point displayed on an interface page; in response to receiving the first input, presenting on the interface page, via a computing device processor, one or more second agent types; presenting, via a computing device processor, an estimated waiting time and a standardized preference index for each of the one or more second agent types, wherein the estimated waiting time and the standardized preference index are presented on the interface page in conjunction with the presentation of the one or more second agent types, wherein the estimated waiting time is based on a number of first agents attempting to establish contact with the one or more second agent types and a number of the one or more second agent types for responding to the first agents, wherein the standardized preference index is based on a first cost for the first agent to establish contact with the one or more second agent types and a second cost for the one or more second agent types to establish contact with the first agent; receiving, via a computing device processor, a second input from the first agent that selects one of the one or more second agent types; in response to receiving the second input, presenting, via a computing device processor, one or more contact options on the interface page, wherein the one or more contact options are associated with the selected second agent type; and initiating contact, via a computing device processor, between the first agent and a second agent associated with the selected second agent type.