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Method and system for handling calls at an automatic call distribution system

  • US 20060239440A1
  • Filed: 04/25/2005
  • Published: 10/26/2006
  • Est. Priority Date: 04/25/2005
  • Status: Active Grant
First Claim
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1. A method for handling calls at an automatic call distribution system, comprising:

  • receiving a first call for connection with one of a plurality of agents;

    distributing the first call to a first agent of the plurality of agents;

    presenting to the first agent at least one target time associated with handling the first call;

    modifying the at least one target time associated with handling the first call based on call parameters and a service level goal, the call parameters comprising a status of a queue comprising calls awaiting connection with agents; and

    presenting the at least one modified target time associated with handling the first call to the first agent.

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