Assisting Contact Center Agents and Customers

A method comprising:

• receiving a communication stream from agent A1 to caller C1;
• transmitting a first message to agent A1;
• estimating a first level of distress in the communication stream from agent A1 after the first message is presented to agent A1;
• transmitting a second message to agent A1;
• estimating a second level of distress in the communication stream from agent A1 after the second message is presented to agent A1;
• transmitting the first message and the second message to agent A2 in an order based, at least in part, on the first level of distress and the second level of distress.

A method comprising:

• receiving a communication stream from caller C1 for agent A1;
• transmitting a first message to caller C1;
• estimating a first level of distress in the communication stream from caller C1 after the first message is presented to caller C1;
• transmitting a second message to caller C1;
• estimating a second level of distress in the communication stream from caller C1 after the second message is presented to caller C1;
• transmitting the first message and the second message to agent A2 in an order based, at least in part, on the first level of distress and the second level of distress.

A method comprising:

• receiving a communication stream from agent A1 to caller C1;
• transmitting a first message to caller C1;
• estimating a first level of distress in the communication stream from agent A1 after the first message is presented to caller C1;
• transmitting a second message to caller C1;
• estimating a second level of distress in the communication stream from agent A1 after the second message is presented to caller C1;
• transmitting the first message and the second message to agent A2 in an order based, at least in part, on the first level of distress and the second level of distress.