Patent ID: 7729490

Claim:
A method for servicing a work item in a contact center, comprising: (a) assigning, by a processor, a service priority to a first transaction, wherein the first transaction corresponds to a first inbound communication, wherein the first inbound communication corresponds to a first external endpoint associated with a first transaction initiator; (b) determining, by a processor, that the first inbound communication is disconnected by the first transaction initiator after the service priority is assigned to the first transaction and before servicing of the first transaction is completed, the assigned service priority not entitling the first transaction to current service by a contact center resource; (c) determining, by a processor executable contact manager, an assumed reason for the discontinuance of the first inbound communication, the assumed reason being a poor Quality of Service (“QoS”) of the first inbound communication, when one or more QoS characteristics are outside of an acceptable QoS threshold; (d) in response to step (c), determining, by the processor executable contact manager, to provide special treatment to the first transaction initiator for the first transaction, wherein special treatment is one or more of: (D1) providing the first transaction initiator, upon call back for the first transaction, with a higher service priority for the first transaction than the first transaction initiator would otherwise be entitled to at the time of call back in the absence of special treatment; (D2) providing the first transaction initiator, upon call back for the first transaction, with a wait time allowance; and (D3) scheduling an outbound communication to the first transaction initiator to service the first transaction.