公开(公告)号：US20170118341A1

公开(公告)日：2017-04-27

申请号：US14919057

申请日：2015-10-21

Applicant: Avaya Inc.

Inventor： Edel KELLY ,  Liam LOFTUS ,  Seamus HAYES ,  Will MEANEY

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5141 ,  H04M3/5233 ,  H04M3/58 ,  H04M2201/16 ,  H04M2201/50

Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.