RingCentral, Inc.
System and method for managing events at contact center

Abstract:

A system for managing events at a contact center is disclosed. The system may include a memory and at least one processor. The at least one processor may be configured to receive an input from a user identifying at least one condition associated with a service level at the contact center, the at least one condition including at least a threshold of a call waiting time at the contact center; detect an occurrence of an event meeting one of the at least one condition; and in response to the detecting, provide a notification to a device associated with the user and operating in a collaboration environment, thereby notifying the occurrence of the event.