Patent ID: 8577015
Filing Date: 2013-11-05
Classification: H04M

Abstract:
1. A method for operating a contact center, comprising: (a) enqueuing, in a work item queue, an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise network, wherein the intra-enterprise contact is automatically generated when a monitoring agent determines upon collecting and analyzing events compared against a norm that a process violation or improvement is required, wherein the work item queue comprises both customer contacts and intra-enterprise contacts and wherein at least one of the intra-enterprise contacts is between at least two of the customer contacts in the work item queue; (b) automatically selecting a work item for assignment to an agent, wherein, in selecting the work item, the intra-enterprise contact and a customer contact are both considered as work items; and (c) assigning the selected work item to the agent.