| 摘要 |
Embodiments of the present invention generally relate to a system and method for managing agent owned recall availability in a contact center. In one embodiment of the present invention, there is provided a method for managing agent owned recall availability in a contact center, comprising providing a work force management engine; providing an agent availability database accessible by the work force management engine; receiving a parameter-specified request from a contact for agent owned recall availability; querying the work force management engine to determine agent owned recall availability data for the parameter-specified request; reserving the agent owned recall availability slot for the parameter-specified request; updating the work force management engine with the reserved parameter-specified agent owned recall availability slot data; and confirming the agent owned recall availability slot with the contact of the parameter-specified request. |
