| 摘要 |
The application relates to a method and system reserving non-agent resources, such as supervisers, experts, specialists, hardware or web application software, for a customer 16 contacting a contact center 10. The method includes the steps of identifying the customer associated with a contact received at the contact center, accessing a customer profile to determine at least one non-agent resource to be associated with the contact based on the customer profile, reserving the non-agent resource for the contact, and allocating the non-agent resource to the contact. Alternatively, a set of pre-emptively identified potentially relevant non-agent resources for a calling customer may be accessed and used to reserve and allocate a resource. A human agent may be assigned to the calling customer between the reserving and allocating of the non-agent resource. |
