External contact center data collection and measurement

摘要

External queue monitoring of contact center queues is provided as a means that may better service the customer and measure service level objectives. External queue monitoring provides the opportunity for real-time monitoring of the queue and modification of contact center operations, such as devices routing queue members, in response to queuing or enqueued customers.

主权项

1. A method of operating a contact center, comprising: receiving, via an electronic communications connection to the contact center, indicia of an enqueued customer of the contact center, wherein the indicia comprises an indirect measurement indicia associated with a number of customers of the contact center and further associated with a factor operable to convert the indirect measurement indicia to an estimated number of customers;
determining, by a processor of the contact center, a response to the enqueued customer, wherein determining includes determining an estimated number of customers by evaluating the indicia and the factor; and modifying a device directing access to the contact center in accord with the determined response.