Upfront customer time consideration along with optimized agent desktop in a contact center

A computerized-method in a contact center, the computerized-method comprising:

• upon receiving an inbound call to the contact center, sending a Computer Telephony Integration (CTI) event to an Agent Desktop Optimizer (ADO) module, said ADO module is configured to:
• retrieving a context of a query and a time-limit of a client from the CTI event;
• attempting to retrieve data from a database of historical data to evaluate average resolution time for the received context;
• when the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending the client a delay notice and providing the client a menu of options for querying through other channels,
• when the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, via a display unit, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call.