Patent ID: 8396205

Claim:
A method for improving supervisor efficiency in a contact handling system by prioritizing a plurality of contacts based on contact attributes and presenting a supervision priority contact to a supervisor, the method comprising: automatically prioritizing the plurality of contacts, each contact being associated with a particular agent and a particular customer, the prioritizing including: comparing an attribute of each contact of the plurality of contacts to a priority factor; and assigning each contact a supervision priority based on the comparison of the attribute of each contact to the priority factor associated with the attribute; presenting a first contact of the plurality of contacts to the supervisor at a supervisor workstation based on the priority assigned each contact, wherein presenting the first contact to the supervisor at the supervisor workstation includes displaying a representation of the first contact at a display associated with the supervisor workstation; presenting a second contact of the plurality of contacts to the supervisor based on the priority assigned each contact, wherein presenting the second contact to the supervisor includes displaying a representation of the second contact via the display associated with the supervisor workstation delivering, via the supervisor workstation, media associated with the first contact to the supervisor for monitoring; delivering, via the supervisor workstation, media associated with the second contact to the supervisor for monitoring, wherein: the media associated with the first contact is delivered, via the supervisor workstation, to the supervisor for monitoring for a dwell time; the media associated with the first contact ceases to be delivered after the dwell time without input from the supervisor; and the media associated with the second contact is delivered, via the supervisor workstation, to the supervisor for monitoring after the dwell time without input from the supervisor.