System and method for managing communication interrupts in an enterprise

A processor-implemented method for managing a communication interrupt during a communication session in an enterprise, the method comprising:

• monitoring, by a processor of the enterprise, one or more parameters of the communication session, wherein the communication session is associated with a contact of the enterprise and a resource in the enterprise;
• wherein to monitor one or more parameters comprises to detect a pattern of energy level of the contact and the resource by the processor monitoring a frequency of conversation between the contact and the resource during the communication session, wherein monitoring a frequency of conversation between the contact and the resource during the communication session comprises monitoring a combined frequency of words spoken between the contact and the resource during the communication session;
• storing, by the processor, the one or more monitored parameters in one or more databases;
• determining, by the processor, at least one participation score for the resource based on the one or more stored parameters, wherein the participation score defines whether the resource is capable of managing a communication interrupt comprising another communication session simultaneously while managing the current communication session;
• and
• assigning, by the processor, another communication session to the resource when the participation score defines that the resource can manage another communication session.

A processor-implemented method for managing a communication interrupt during a communication session in an enterprise, the method comprising:

• monitoring, by a processor of the enterprise, one or more parameters of the communication session, wherein the communication session is associated with a contact of the enterprise and a resource in the enterprise;
• wherein to monitor one or more parameters comprises to detect a pattern of energy level of the contact and the resource by the processor monitoring a frequency of conversation between the contact and the resource during the communication session, wherein monitoring a frequency of conversation between the contact and the resource during the communication session comprises monitoring a combined frequency of words spoken between the contact and the resource during the communication session;
• storing, by the processor, the one or more monitored parameters in one or more databases;
• determining, by the processor, at least one participation score for the resource based on the one or more stored parameters, wherein the participation score defines whether the resource is capable of managing a communication interrupt comprising another communication session simultaneously while managing the current communication session;
• blocking the communication interrupt to the resource when the participation score defines that the resource cannot manage another communication session;
• and
• unblocking the communication interrupt to the resource when the participation score defines that the resource can manage another communication session.