System and method for managing communication interrupts in an enterprise
A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
1. A server for managing a communication interrupt during a communication session in an enterprise, the server comprising a processor and a memory, wherein the processor uses programming code stored in the memory to:
monitor one or more parameters of the communication session, wherein the communication session is associated with a contact of the enterprise and a resource in the enterprise; wherein to monitor one or more parameters comprises the processor further using the programming code to detect a pattern of energy level of the contact and the resource by monitoring a frequency of conversation between the contact and the resource during the communication session and monitoring a length of sentences of the resource;
store the one or more monitored parameters;
determine at least one participation score for the resource based on the one or more stored parameters, wherein the participation score defines whether the resource is capable of managing a communication interrupt comprising another communication session simultaneously while managing the current communication session; and
assign another communication session involving another contact of the enterprise to the resource when the participation score defines that the resource can manage another communication session.
2. The server of claim 1 , wherein the processor is further configured to use programming code to extract keywords from the one or more monitored parameters of the communication session.
3. The server of claim 1 , wherein the processor is further configured to use programming code to monitor the one or more parameters of the communication session in a real time environment.
4. The server of claim 1 , wherein the processor is further configured to use programming code to assign weight to the one or more stored parameters.
5. The server of claim 1 , wherein the processor is further configured to use programming code to determine the at least one participation score based on a predefined set of rules.
6. The server of claim 5 , wherein the predefined set of rules comprises business processes, or business strategies.
7. The server of claim 1 , wherein the processor is further configured to use programming code to compare the at least one participation score with a predefined threshold.
8. The server of claim 7 , wherein the processor is further configured to use programming code to assign the communication interrupt based on the comparison between the at least one determined participation score and the predefined threshold.
9. The server of claim 1 , wherein the processor is further configured to use programming code to dynamically control the communication interrupt.
10. A processor-implemented method for managing a communication interrupt during a communication session in an enterprise, the method comprising:
monitoring, by a processor of the enterprise, one or more parameters of the communication session, wherein the communication session is associated with a contact of the enterprise and a resource in the enterprise; wherein to monitor one or more parameters comprises to detect a pattern of energy level of the contact and the resource by the processor monitoring a frequency of conversation between the contact and the resource during the communication session and monitoring a length of sentences of the resource;
storing, by the processor, the one or more monitored parameters in one or more databases;
determining, by the processor, at least one participation score for the resource based on the one or more stored parameters, wherein the participation score defines whether the resource is capable of managing a communication interrupt comprising another communication session simultaneously while managing the current communication session; and
assigning, by the processor, another communication session to the resource when the participation score defines that the resource can manage another communication session.
11. The method of claim 10 , further comprising extracting, by the processor, keywords from the one or more monitored parameters of the communication session.
12. The method of claim 10 , further comprising monitoring, by the processor, the one or more parameters of the communication session in a real time environment.
13. The method of claim 10 , further comprising assigning, by the processor, weight to the one or more stored parameters.
14. The method of claim 10 , further comprising determining, by the processor, the at least one participation score based on a predefined set of rules.
15. The method of claim 14 , further comprising comparing, by the processor, the at least one participation score with a predefined threshold.
16. The method of claim 15 , further comprising controlling, by the processor, the communication interrupt based on the comparison between the at least one determined participation score and the predefined threshold.
17. The method of claim 10 , further comprising causing, by the processor, display of at least one indicator during the communication session.
18. A processor-implemented method for managing a communication interrupt during a communication session in an enterprise, the method comprising:
monitoring, by a processor of the enterprise, one or more parameters of the communication session, wherein the communication session is associated with a contact of the enterprise and a resource in the enterprise; wherein to monitor one or more parameters comprises to detect a pattern of energy level of the contact and the resource by the processor monitoring a frequency of conversation between the contact and the resource during the communication session and monitoring a length of sentences of the resource;
storing, by the processor, the one or more monitored parameters in one or more databases;
determining, by the processor, at least one participation score for the resource based on the one or more stored parameters, wherein the participation score defines whether the resource is capable of managing a communication interrupt comprising another communication session simultaneously while managing the current communication session;
blocking the communication interrupt to the resource when the participation score defines that the resource cannot manage another communication session; and
unblocking the communication interrupt to the resource when the participation score defines that the resource can manage another communication session.
19. The method of claim 18 , further comprising causing, by the processor, at least one indicator to be displayed during the communication session.
20. The method of claim 18 , wherein the communication session is a conference session that involves a plurality of resources.