INBOUND CONTACT CENTER CALL DISCONNECT BUFFER

摘要

A contact center is described along with various methods and mechanisms for administering the same. Methods are provided that detect a communications channel loss in a communication between a customer and a resource of a contact center. The method determines when the communications channel loss occurred. When the communications loss occurs prior to an objective of the customer being resolved the method reserves an incoming communication route for the customer to call back and reach the same resource when the call back is made in a predetermined and limited amount of time.

主权项

1. A method, comprising:
detecting a communications channel loss in a communication between a customer and a resource of a contact center; determining that the communications channel loss occurred prior to the resource addressing at least one objective of the customer; and in response to determining that the communications channel loss occurred prior to the resource addressing the at least one objective of the customer, reserving, at a memory associated with a routing element of the contact center, an incoming communication route for the customer, wherein the reserved incoming communication route is configured to provide instructions to the routing element such that a second communication from the customer routes to the resource via the reserved incoming communication route.