Method and system for handling calls at an automatic call distribution system
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United States of America Patent
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Oct 12, 2010
Grant Date -
Oct 26, 2006
app pub date -
Apr 25, 2005
filing date -
Apr 25, 2005
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.
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