Patent ID: 9609130
Date: 2017-03-28
CPC Classifications: G06Q,H04M

Claim:
1. A method comprising: receiving, from a communication device and by a microprocessor, a transaction in a contact center; in response to receiving the transaction: in response to determining the best agent to handle the received transaction and the time for the best agent to handle the received transaction, automatically searching, by the microprocessor, a schedule of the best agent, wherein the schedule of the best agent contains a movable event; determining, by the microprocessor, that the time for the best agent to handle the received transaction is during or close to the movable event; automatically rescheduling, by the microprocessor, the movable event in the schedule of the best agent to allow the best agent to handle the received transaction; and routing, by the microprocessor, the received transaction to an agent terminal of the best agent.