Interaction determined auto-answer time
Agents in a contact center are often connected to communications (e.g., calls, real-time text chats) automatically and without human intervention. By analyzing the communication and/or a history associated with the customer on the communication, an auto-answer delay may be determined that is better able to provide the agent with sufficient time to prepare for the communication. The auto-answer delay may be determined as a variation from a default auto-answer delay.
1. A method for automatically connecting a node to a network, comprising:
connecting a communication with a customer utilizing a customer communication device to a first component via the network, wherein the first component automatically answers the communication and places the communication on hold;
selecting an agent from a pool of agents to be connected to the communication;
accessing an auto-answer delay, wherein the auto-answer delay is associated with an attribute of at least one of the customer and the communication to indicate a determined amount of time the agent will be allocated to review a history associated with at least one of the customer and the communication before the communication will be auto-connected with the customer;
presenting an agent communication device, associated with the agent, with the history; and
automatically answering the agent communication device with the customer communication device upon expiration of the auto-answer delay.
2. The method of claim 1 , wherein the attribute comprises a volume of information contained in the history.
3. The method of claim 2 , wherein the attribute further comprises a skill level associated with the agent to assess the volume of information contained in the history.
4. The method of claim 1 , wherein the attribute comprises a complexity of the history.
5. The method of claim 4 , wherein the attribute further comprises a skill level associated with the agent for the complexity of the history.
6. The method of claim 1 , wherein the determined amount of time the agent will be allocated to review the history further comprises updating the determined amount of time the agent will be allocated to review the history upon receiving an indication that the agent has reviewed a portion of the history and wherein the update to the determined amount of time the agent will be allocated to review the history comprises a time the agent utilized to review the portion of the history having a first volume and calculated a time the agent will need to review a remaining portion of the history.
7. The method of claim 1 , further comprising, adjusting an on-hold content provided to the customer adjusted in accordance with a time remaining for the agent to review the history.
8. The method of claim 1 , wherein the communication is a voice communication.
9. The method of claim 1 , wherein the communication is a real-time textual communication.
10. The method of claim 1 , wherein the determined amount of time the agent will be allocated to review the history is a variation from a default amount of time allocated to review any history.
11. The method of claim 1 , wherein at least one processor accessing instructions to accessing the auto-answer delay further comprise the at least one processor accessing instructions to calculate the auto-answer delay.
12. A system for automatically connecting a node to a network, comprising:
a communication routing device comprising an interface to the network;
a server comprising a memory and at least one processor to execute machine-readable instructions;
an automated communication device; and
an agent communication device; and
wherein the communication routing device, upon being connected to a customer communication device via the network, connects a communication to the automated communication device;
wherein the server selects an agent from a pool of agents to be connected to the communication;
wherein the server accesses an auto-answer delay, wherein the auto-answer delay is determined by an attribute of at least one of a customer and the communication and indicates a determined amount of time the agent will be allocated to review a history associated with the at least one of the customer and the communication;
wherein the server presents the agent communication device, associated with the agent, with the history; and
wherein the server, upon expiration of the auto-answer delay automatically transfers the communication to answer the agent communication device with the customer communication device and disconnects the automated communication device.
13. The system of claim 12 , wherein the attribute comprises a volume of information contained in the history.
14. The system of claim 13 , wherein the attribute further comprises a skill level associated with the agent to assess the volume of information contained in the history.
15. The system of claim 12 , wherein the attribute comprises a complexity of the history.
16. The system of claim 15 , wherein the attribute further comprises a skill level associated with the agent for the complexity of the history.
17. The system of claim 12 , wherein the communication is a voice communication.
18. The system of claim 12 , wherein the communication is a real-time textual communication.
19. The system of claim 12 , wherein the at least one processor determines an amount of time the agent will be allocated to review the history further comprises a
variation from a default amount of time allocated to review any history.
20. A system for automatically connecting a node to a network, comprising:
means for connecting a communication to an automated communication device, upon being connected to a customer communication device via the network;
means for selecting an agent from a pool of agents to be connected to the communication;
means for accessing an auto-answer delay, wherein the auto-answer delay is determined by an attribute of at least one of a customer and the communication and indicates a determined amount of time the agent will be allocated to review a history associated with the at least one of the customer and the communication;
means for presenting an agent communication device with the history; and
means for, upon expiration of the auto-answer delay, automatically transferring the communication to answer the agent communication device with the customer communication device and disconnect the automated communication device.