System and method for managing a contact center

摘要

A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.

主权项

1. A service level controlling system in a contact center, comprising:
a monitoring module configured in order: to monitor predetermined operation statistics of a contact center; and to detect if an operation statistic pertaining to a plurality of agents falls outside a respective predetermined range; a publishing module configured to publish, to the plurality of agents in the contact center, a respective pre-configured solution specific to each respective agent of the plurality of agents, based upon at least one of the monitored predetermined operation statistics falling outside the respective predetermined range; and a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents and changes to contact center configuration based upon at least one input from at least one of the plurality of agents.