Patent ID: 9729718
Date: 2017-08-08
CPC Classifications: H04M

Claim:
1. A method for managing agent workflows in a contact center, the method comprising: receiving, at a contact center system, a customer contact; selecting, by the contact center system, an agent from a plurality of agents to handle the customer contact; calculating a metric, by the contact center system, the metric representing a current load of the contact center; and dynamically selecting, by the contact center system, a workflow from a plurality of workflows for the selected agent to follow to handle the customer contact by: when the metric exceeds a first threshold value: determining the current load of the contact center is high, and selecting a first workflow from the plurality of workflows, the first workflow comprising a script of agent actions for recording a trouble ticket, when the metric does not exceed the first threshold value and does exceed a second threshold value: determining the current load of the contact center is normal, and selecting a second workflow from the plurality of workflows, the second workflow comprising a script of agent actions for troubleshooting one or more problems identified by the customer contact, and when the metric does not exceed the second threshold value: determining the current load of the contact center is low, and selecting a third workflow from the plurality of workflows, the third workflow comprising a script of agent actions for troubleshooting one or more problems identified by the customer contact and conducting one or more additional interactions with the customer contact.