SYSTEMS AND METHODS FOR AUTOMATED CONTACT CENTER MANAGEMENT BASED ON ANALYSIS OF AGENT STATE

原文（中文）

A contact center controller is provided to automatically manage a large volume of audio and/or video electronic communications in a contact center. The controller routes electronic communications to available agents, and monitors the interactions between the agents and users participating in the electronic communications. The controller determines a state associated with each agent based on the interactions the agent has with one or more users in the same electronic communication, and routes new electronic communications away from a first agent in response to determining a first state for the first agent that indicates a specific level of fatigue. The controller performs different actions for different agents and/or electronic communications based on different or changing levels of fatigue associated with the agents.