Patent ID: 9716790
Date: 2017-07-25
CPC Classifications: H04M

Claim:
1. A method of facilitating engagement with a plurality of agents in a contact center, the method comprising: detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems, wherein the log-in/out event comprises an event that indicates to the communication distribution system whether the first agent is available to accept communications; in the communication distribution system, responsive to the log-in/out event, determining that a first communication should be initiated between the first agent system and a second agent system of the plurality of agent systems operated by an agent supervisor under which the plurality of agents work; and in the communication distribution system, initiating the first communication between the first agent system and the second agent system.