Call drop intelligent engine

A computer-implemented method for managing calls received by a call center, comprising:

• receiving, by a processor connected to at least one network database, a first call from a customer device via a communication network and routing, by the processor, the first call to a first agent;
• determining, by the processor, completed steps of a troubleshooting process;
• storing, by the processor, in the at least one network database, session information, the session information comprising a list of the completed steps of the troubleshooting process;
• creating, by the processor, a call drop ticket associated with the session information if the first call is disconnected before all the steps of the troubleshooting process are completed;
• receiving, by the processor, a second call from the customer device via the communication network;
• determining, by the processor, whether the second call is associated with the call drop ticket;
• routing, by the processor, the second call to a second agent if the second call is associated with the call drop ticket;
• and
• displaying, by the processor to the second agent, the completed steps stored in the session information if the second call is associated with the call drop ticket.

A non-transitory computer-readable medium storing instructions that, when executed by a processor, cause the processor to perform operations comprising:

• receiving a first call from a customer device via a communication network and routing the first call to a first agent;
• determining completed steps of a troubleshooting process;
• storing session information, the session information comprising a list of the completed steps of the troubleshooting process;
• creating a call drop ticket associated with the session information if the first call is disconnected before all the steps of the troubleshooting process are completed;
• receiving a second call from the customer device via the communication network;
• determining whether the second call is associated with the call drop ticket;
• routing the second call to a second agent if the second call is associated with the call drop ticket;
• and
• displaying to the second agent the completed steps stored in the session information if the second call is associated with the call drop ticket.