Network presence is used to assign a worker to a task. In today's networked environment, workers may be remotely located but still accomplish tasks. As long as workers have network access, the workers may be assigned tasks for completion. As tasks are completion, the network presences of the workers are determined, and the tasks may be assigned based on the network presences.

A server transmits a query received from a user device to multiple deployment engines, each deployment engine being associated with an intent. The server receives, from each of a subset of the multiple deployment engines, a score representing a likelihood that the query matches to the associated intent. The server transmits, to the user device, a message comprising representations of intents for which the score is within a predefined range.

An entity associated with a query received from a user device at a contact center server is identified. The query is transmitted to a first set of deployment engines associated with global intents common to multiple entities and to a second set of deployment engines associated with entity-specific intents for the identified entity. Scores are received from the first set of deployment engines and from the second set of deployment engines. Each score represents a likelihood that the query matches to an intent associated with the respective deployment engine. A subset of intents for which the likelihood exceeds a threshold is aggregated. A prompt is transmitted to the user device to select from the aggregated subset of intents.

A computer-implemented method generally pertains to identifying, by a processor, available agents to receive calls from a plurality of callers within a network. In addition, the computer-implemented method further comprises arranging, by the processor, the available agents based on a number of ringing calls after a last call among the agents is answered. The available agents not receiving the ringing calls are identified to receive incoming calls. The computer-implemented method also includes inserting, by the processor, the available agents into a plurality of groups or batches to receive calls from the plurality callers. The computer-implemented process also includes providing one or more of the calls to the available agents in the plurality of groups or batches not receiving the ringing calls.

A method and apparatus for processing a call task, a device, a computer-readable storage medium, and a computer program product are provided. The method includes: acquiring a weight assigned to a free agent for a call task; acquiring call parameters for executing the call task during a first time period; determining a number of calls during a second time period based on the assigned weight and the call parameters; and executing the call task based on the number of calls and the assigned weight.