System and method for managing a contact center

Patent metadata

Field	Value
Publication number	US-9100481-B2
Application number	US-201313786841-A
Country	US
Kind code	B2
Filing date	Mar 6, 2013
Priority date	Mar 6, 2013
Publication date	Aug 4, 2015
Grant date	Aug 4, 2015

Abstract

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.

First claim

What is claimed is:

1. A service level controlling system in a contact center, comprising:
a monitoring module configured in order:
to monitor predetermined operation statistics of a contact center; and
to detect if an operation statistic pertaining to a plurality of agents falls outside a respective predetermined range;
a publishing module configured to publish, to the plurality of agents in the contact center, a respective pre-configured solution specific to each respectiv…

Assignees

• Avaya Inc

Inventors

• O'Connor Neil
• D Arcy Paul
• Geary Dara

Classifications

• H04M3/493

  Electricity · mapped topic

• H04M3/5234

  Electricity · mapped topic

• H04M2203/556

  Electricity · mapped topic

• H04M3/5175 Primary

  Electricity · mapped topic