System and method for altering interaction distribution settings
AssigneeNice Ltd.
InventorsSwapnil THAKARE, Gaurav SURYAWANSHI, Disha AGRAWAL
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Abstract
A system and method for managing interaction distribution, for example in a contact center, may, for a digital skill relating to interaction handling and impacted by a lack of resources during an interval, determine an agent having the digital skill; raise the identified agent's concurrency setting for the digital skill for the interval; and distribute interactions according to the concurrency setting. The concurrency setting may determine how many interactions relating to the digital skill the agent can handle concurrently.
Claims20
A method of managing interaction distribution in a contact center, the method comprising:
- for a digital skill relating to interaction handling and impacted by a lack of resources during an interval:
- determining an agent having the digital skill;
- raising the identified agent's concurrency setting for the digital skill for the interval;
- and
- distributing interactions according to the concurrency setting.
A system for managing interaction distribution in a contact center, the system comprising:
- a memory;
- and
- a processor to:
- for a digital skill relating to interaction handling and impacted by a lack of resources during an interval:
- determine an agent having the digital skill;
- raise the identified agent's concurrency setting for the digital skill for the interval;
- and
- distribute interactions according to the concurrency setting.
A method of distribution of data in a contact center, the method comprising:
- for a category of interaction handling and impacted by a lack of resources:
- determining an agent associated with the category;
- altering the identified agent's concurrency setting for the category;
- and
- connecting interactions according to the concurrency setting.
Dependencies are inferred from the claim text.