There is provided, in a first form, a system and method for the holistic presentation of multiple media queue depths, which allows the customer to decide what media channel they want to use to make a call based on resource availability across multiple media. Further, this embodiment allows the call center to 'cost' media channel services based on their business rules, salaries, calculated return on relationship, cost of different services, etc.
* 7373309 System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request
* 2002/0143,592 Reception management system and method of handling transactions
* 8676625 Customer terminal for conducting a video conference between the customer terminal and an operator terminal and in which an estimated wait time is determined based on operator skill and an average dealing time
* 2013/0003,959 RECEPTION MANAGEMENT SYSTEM AND METHOD OF HANDLING TRANSACTIONS
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