Dynamic agent media type selection based on communication session quality of service parameters

Abstract

A value of a quality of service parameter is monitored based on one or more communication sessions with an agent communication endpoint of a contact center agent. For example, a jitter parameter is monitored in an audio communication session with the contact center agent. A determination is made if the value of the quality of service parameter does not meet a threshold level. For example, a minimum amount of jitter threshold. In response to determining that the value of the quality of service parameter does not meet the threshold level, the agent communication endpoint is prevented from receiving new communication sessions in one or more media types originally supported by the contact center agent. For example, the agent communication endpoint is prevented from receiving any new voice communication sessions while still being allowed to receive communication sessions in other mediums, such as Instant Messaging and email.

Dependencies are inferred from the claim text.