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

摘要

To provide a dynamic selection method for a media type based on service quality parameters of a communication session.SOLUTION: In a system 100, a communication manager 120 of a contact center 140 monitors service quality parameters in communication sessions with contact center agents 131A to 131N, determines whether the parameters satisfy a threshold level, and inhibits agent communication endpoints 130A to 130N from receiving new communication sessions of one or more media types expected to be supported by the contact center agents when the parameters are determined not to satisfy the threshold level. If a jitter parameter does not satisfy a minimum jitter threshold, the communication manager inhibits the reception of all of the new voice communication sessions while continuing to allow the reception of communication sessions of other media such as instant messaging and e-mails.SELECTED DRAWING: Figure 1