Patent ID: 8699698
Filing Date: 2014-04-15
Classification: H04M

Abstract:
1. A method of managing a contact center comprising: receiving, in a communication processor, a plurality of communication requests; presenting, via an interface module, the plurality of communication requests to an agent as a picture representation of an initiator of each of the plurality of communication requests, wherein the agent can select the picture representation of one of the initiators of the communication requests to present additional information about the one of the initiators of the communication requests; receiving, at the interface module, a selection of at least one of the plurality of communication requests by the agent; and responsive to receiving the selection of the at least one of the plurality of communication requests, establishing in the communication processor, a communication between the agent and an initiator of the at least one of the plurality of communication requests, wherein the agent comprises a plurality of agents and the presenting of the plurality of communication requests is presented to the plurality of agents; wherein which of the communication requests are presented to each of the plurality of agents are customized based at least in part on a prior interaction with an initiator of an individual one of the plurality of communication requests.