A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.

A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.

A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published to a portal service while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, if the time that the request is published surpasses a threshold and an interrupt is not received then the request is removed from being published to the portal service and agents of the contact center are allowed to service the request.

A system and method for managing a hierarchy of a plurality of distributors over a computer network is disclosed. In one aspect the system includes a server in communication with at least one third party marketing server and at least one distributor database; and a plurality of distributor devices communicating over the computer network with the server, the plurality of distributor devices each operating a distributor mobile application, the distributor mobile application configured to determine a business value for each of the plurality of distributors based on the business information provided by the at least one third party marketing server, wherein the business value is updated on the at least one distributor database via the server over the computer network. The system allows for investment in the plurality of distributors by investors.

An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

A system and method for routing interactions to contact center agents. The system is adapted to identify an interaction to be routed, and identify a first group of agents based on one or more constraints for generating one or more candidate agents. The system is adapted to gather preference of each of the candidate agents, gather context of the interaction, and identify, from the one or more candidate agents, a second group of agents based on the gathered preference and context. The system is further adapted to invite each agent in the second group to make a bid for the interaction. The system is also adapted to receive a bid from a particular agent in the second group, and transmit a signal for routing the interaction to the particular agent in response to the received bid.

An advertising system receives an advertisement from a merchant system and receives data from a call center associated with the merchant system and with the advertisement. The advertising system determines a call center occupancy at the merchant system call center. The advertising system determines a first bid for an advertising space auction based on the call center occupancy and transmits the first bid to an advertising platform hosting the advertising space auction. The advertising system receives a notice of progress of the advertising space auction from the advertising platform system. If the advertising space auction is still open, the advertising system determines the current call center capacity and adjusts the first bid for the auction based on the current call center capacity. The advertisement is displayed on a user computing device. When a user selects the advertisement, the user computing device dials the merchant system call center.

Disclosed embodiments may include systems and methods for analyzing and redirecting active calls. The disclosed embodiments may include receiving a first call from a first incoming caller, receiving user data from one or more users for a first connection to the first call, selecting a first user from the one or more users based on the user data, connecting the first user to the first call, and determining whether the first user disconnected from the first call within a first predetermined time period. In response to determining the first user disconnected from the first call within the first predetermined time period, the disclosed embodiments may include selecting a second user from the one or more users based on the user data and connecting the second user to the first call.

Disclosed embodiments may include systems and methods for analyzing and redirecting active calls. The disclosed embodiments may include receiving a first call from a first incoming caller, receiving user data from one or more users for a first connection to the first call, selecting a first user from the one or more users based on the user data, connecting the first user to the first call, and determining whether the first user disconnected from the first call within a first predetermined time period. In response to determining the first user disconnected from the first call within the first predetermined time period, the disclosed embodiments may include selecting a second user from the one or more users based on the user data and connecting the second user to the first call.