DYNAMIC AGENT WORKFLOW BASED ON CONTACT CENTER LOAD

摘要

Embodiments of the invention provide systems and methods for dynamically selecting a customer agent workflow for handling a customer contact in a contact center based on current contact center load. According to one embodiment, managing agent workflows in a contact center can comprise receiving a customer contact and selecting an agent from a plurality of agents to handle the customer contact. A current load of the contact center can be determined and a workflow for the selected agent to handle the customer contact can be dynamically selected from a plurality of workflows based on the determined current contact center load.

主权项

1. A method for managing agent workflows in a contact center, the method comprising:
receiving, at a contact center system, a customer contact; selecting, by the contact center system, an agent from a plurality of agents to handle the customer contact; determining, by the contact center system, a current load of the contact center; and dynamically selecting, by the contact center system, a workflow for the selected agent to handle the customer contact, the workflow selected from a plurality of workflows based on the determined current contact center load.