Importance

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Abstract

An ACD system (101) is programmable by an operator of the ACD system to automatically change the work of a call center agent (106-108) in order to maximize the agent's productivity and to provide a variety of work balanced with 'breather' time in order to prevent agent burn-out. The conditions for changing the agent's work and the agent's alternative duties when the conditions are met are both programmed by the operator via a vectoring capability (150) of the ACD system and a scripting language (FIGS. 2-23) for defining the vectors. When an agent becomes available to handle a call from a particular call queue (121-129), the agent's corresponding vector is executed, and the conditions specified by the vector are checked against the present status of the call center to determine if they are met. If the conditions are not met, the agent is caused to handle a call from the particular call queue. But if the conditions are met, the agent is caused to perform a function specified by the vector, other than handing a call from the particular call queue, even though a call may be waiting for an available agent in that call queue.

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