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 for monitoring predetermined operation statistics of a contact center; 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; 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.