System and method for optimizing agent time

A system comprising:

• one or more computer readable storage media;
• a processor operatively coupled with the one or more computer readable storage media;
• and
• program instructions stored on the one or more computer readable storage media that, when read and executed by the processor, direct the processor to:
• monitor a communication session between an agent device used by an agent of a contact center and a user device used by a user;
• determine a first amount of time taken for the agent device to provide responses on the communication session;
• and
• upon determining that the first amount of time is greater than a threshold amount of time, automatically transfer the communications session from the agent device to an automated system of the contact center.

A method comprising:

• in a transferring device of a contact center:
• monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user;
• determining a frequency in which the agent uses responses suggested by an automated system of the contact center;
• and
• upon determining that the frequency is greater than a threshold frequency, automatically transferring the communications session from the agent device to the automated system.

A system comprising:

• one or more computer readable storage media;
• a processor operatively coupled with the one or more computer readable storage media;
• and
• program instructions stored on the one or more computer readable storage media that, when read and executed by the processor, direct the processor to:
• monitor a communication session between an agent device used by an agent of a contact center and a user device used by a user;
• determine a frequency in which the agent uses responses suggested by an automated system of the contact center;
• and
• upon determining that the frequency is greater than a threshold frequency, automatically transfer the communications session from the agent device to the automated system.