Monitoring and management configuration for agent activity

A method comprising:

• receiving, with a processor, a request for spoken language interpretation from a first spoken language to a second spoken language;
• selecting, with the processor, a human language interpreter from a plurality of human language interpreters associated with a communication center based on a computing device associated with the human language interpreter indicating that the human language interpreter is online and available to perform the spoken language interpretation;
• routing, with the processor, the request to the computing device associated with the human language interpreter;
• monitoring, with the processor, interactivity of the human language interpreter with a software application executed at the computing device associated with the human language interpreter;
• determining, with the processor, that the interactivity of the language interpreter matches a pattern of interactivity indicative of a substantial probability of the human language interpreter being unavailable to perform the spoken language interpretation, the pattern of interactivity being stored in a pattern database that stores a plurality of patterns corresponding to human language interpreter interactions with the software application, including agent activity of one or more different human language interpreters than the human language interpreter interacting with the software application prior to the interactivity of the human language interpreter with the software application, or prior agent activity of the human language interpreter interacting with the software application in one or more previous language interpretation sessions;
• and
• rerouting, with the processor, the request to a different computing device associated with a different human language interpreter based upon the interactivity matching the pattern of interactivity.

An apparatus comprising:

• a processor that receives a request for spoken language interpretation from a first spoken language to a second spoken language, selects a human language interpreter from a plurality of human language interpreters associated with a communication center based on a computing device associated with the human language interpreter indicating that the human language interpreter is online and available to perform the spoken language interpretation, routes the request to the computing device associated with the human language interpreter, monitors interactivity of the language interpreter with a software application executed at the computing device associated with the human language interpreter, determines that the interactivity matches a pattern of interactivity indicative of a substantial probability of the language interpreter being unavailable to perform the spoken language interpretation, including agent activity of one or more different human language interpreters than the human language interpreter interacting with the software application prior to the interactivity of the human language interpreter with the software application, or prior agent activity of the human language interpreter interacting with the software application in one or more previous language interpretation sessions, and reroutes the request to a different computing device associated with a different human language interpreter, the pattern of interactivity being stored in a pattern database that stores a plurality of patterns corresponding to human language interpreter interactions with the software application.

A computer program product comprising a computer readable storage device having a computer readable program stored thereon, wherein the computer readable program when executed on a computer causes the computer to:

• receive, with a processor, a request to perform a service;
• select, with the processor, a human representative from a plurality of human representatives associated with a communication center based on a computing device associated with the human representative indicating that the human representative is online and available to perform the service;
• route, with the processor, the request to the computing device associated with the human representative;
• monitor, with the processor, interactivity of the human representative with a software application executed at the computing device associated with the human representative;
• determine, with the processor, that the interactivity matches a pattern of interactivity indicative of a substantial probability of the language interpreter being unavailable to perform the service, the pattern of interactivity being stored in a pattern database that stores a plurality of patterns corresponding to human representative interactions with the software application, including agent activity of one or more different human language interpreters than the human language interpreter interactinq with the software application prior to the interactivity of the human language interpreter with the software application, or prior agent activity of the human language interpreter interacting with the software application in one or more previous language interpretation sessions;
• and
• reroute, with the processor, the request to a different computing device associated with a different human representative based upon the interactivity matching the pattern of interactivity.