首页>
外国专利>
Communication session hold time management in a contact center
Communication session hold time management in a contact center
展开▼
机译:通信会话在联络中心保持时间管理
展开▼
页面导航
摘要
著录项
相似文献
摘要
A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
展开▼