Patent ID: 9020132
Filing Date: 2015-04-28
Classification: H04M

Abstract:
1. A method, comprising: receiving, from a supervisor device, a selection, by a user, of a first queue associated with a first contact center; selecting, by an automatic call distribution server, a first agent associated with the first contact center; generating, by the automatic call distribution server, a first agent score, wherein the first agent score is related to a suitability of the first agent to support the first queue; selecting, by the automatic call distribution server, a second agent associated with the first contact center; generating, by the automatic call distribution server, a second agent score, wherein the second agent score is related to a suitability of the second agent to support the first queue; reporting, by the automatic call distribution server, to the user at the supervisor device, a ranked list of candidate agents for assignment to the first queue, wherein the ranked list includes the first and second agents; receiving a control input from the user, at the supervisor device, related to the ranked list of candidate agents, wherein the control input includes a selection of at least one of the first and second agents from the ranked list of candidate agents and a command related to the selected at least one of the first and second agents; and in response to receiving the command related to the selected at least one of the first and second agents, the automatic call distribution server connecting a voice call or data transmission medium in the first queue to one of the selected at least one of the first and second agents.