SYSTEM AND METHOD FOR MANAGING, DIRECTING, AND QUEUING COMMUNICATION EVENTS

摘要

A queue interface system and method for queuing voice calls for use with a communication system having queues includes a queue selector allowing a user to select a queue from a list of queues on a display. In an embodiment, one or more of the queues on the list of queues is a service agent queue. Further, the queue interface system includes an expected wait time component for displaying an expected wait time for a customer for the selected queue. The system also includes a call options selector providing a hold option and a call option. The hold option places a call in the selected queue and the call option causes a call to occur. In an embodiment, the call option further includes assigning a placeholder for a customer in the selected queue and causing a call to the customer to occur after the expected wait time.