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; determining, by a processor of the contact center, a response to the enqueued customer; and modifying a device directing access to the contact center in accord with the determined response.