| 摘要 |
A system for monitoring contact sessions of a contact center. The system comprises a work assignment engine for allocating contacts received at the contact center to resources of the contact center and a monitoring module, arranged to detect an allocation of a contact to a resource to determine a skill requirement of the contact. The work assignment engine is further arranged to fork a session between an originator of the contact and the resource, to a monitor resource, in response to the detected skill requirement satisfying a monitor resource skill requirement. |
