Agent interaction with a party using multiple channels of communication

• US 10,033,870 B1
• Filed: 04/12/2017
• Issued: 07/24/2018
• Est. Priority Date: 04/12/2017
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Koster, Karl H., Haggerty, Christopher S.
• Primary Examiner(s): Nguyen, Quynh
• Application Number:
  US15/485,568
• Time in Patent Office: 468 Days
• Field of Search: 37926509, 37926601, 379309
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service

Abstract

Various embodiments of the invention provide methods, systems, and computer program products for allowing an agent to interact with a party using multiple channels of communication. A notification is received of a communication involving a party that uses a first channel of communication. In response, a first communication session is identified that involves a series of communications between the party and an agent using a second channel of communication different than the first channel of communication. Furthermore, a communication assembly linked with the first communication session is identified that represents an interaction taking place between the agent and the party. Accordingly, a second communication session is begun for the communication and is linked with the assembly. The communication is then routed to the agent so that the agent can interact with the party over the first channel of communication while interacting with the party over the second channel of communication.

Claims

1. A method for allowing an agent in a contact center to interact with a party using multiple channels of communication comprising:

receiving a notification of a communication involving the party at a communications handler system, the communication using a first channel of communication and a contact for the party;

identifying a plurality of contacts for the party by the communications handler system based on at least one of the party and the contact;

identifying a first communication session by the communications handler system based on one of the plurality of contacts for the party, the first communication session comprising a logically related series of one or more communications between the party and the agent using a second channel of communication different than the first channel of communication; and

after identifying the first communication session;

identifying a communication assembly linked with the first communication session by the communications handler system, the communication assembly comprising an interaction taking place between the party and the agent over one or more communication sessions;

beginning a second communication session for the communication;

linking the second communication session with the communication assembly; and

routing the communication to the agent by the communications handler system so that the agent can interact with the party over the first channel of communication while also interacting with the party over the second channel of communication.

2. The method of claim 1, wherein the routing of the communication to the agent is carried out by:

determining a current number of sessions the agent is actively engaged in;

determining a maximum number of sessions the agent is authorized to be actively engaged in; and

upon determining the current number of sessions is less than the maximum number of sessions;

determining a maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication; and

routing the communication to the agent by the communications handler system upon determining a current number of sessions the agent is actively engaged in using the first channel of communication is less than the maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication.

3. The method of claim 2, wherein the routing of the communication to the agent is also carried out by:

determining a proficiency level for the agent in handling communications using the first channel of communication; and

routing the communication to the agent by the communications handler system upon determining the proficiency level for the agent is over a predefined proficiency level for the first channel of communication.

4. The method of claim 1 further comprising:

receiving an indication from the agent to initiate the communication to the party; and

upon receiving the indication;

determining a current number of sessions the agent is actively engaged in;

determining a maximum number of sessions the agent is authorized to be actively engaged in; and

upon determining the current number of sessions is less than the maximum number of sessions;

determining a maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication; and

initiating the communication to the party upon determining a current number of sessions the agent is actively engaged in using the first channel of communication is less than the maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication.

5. The method of claim 1 further comprising displaying an icon on a workstation being used by the agent for the second communication session to alert the agent that the communication has been routed to the agent, wherein the icon is configured to be selected by the agent to cause information on the communication to be displayed on the workstation.

6. The method of claim 5, wherein the icon is displayed along with a second icon for the first communication session to demonstrate the first communication session and the second communication session are part of the communication assembly.

7. A non-transitory, computer-readable medium comprising computer-executable instructions for allowing an agent in a contact center to interact with a party using multiple channels of communication, that when executed, cause at least one computer processor to:

receive a notification of a communication involving the party, the communication using a first channel of communication and a contact for the party;

identify a plurality of contacts for the party based on at least one of the party and the contact;

identify a first communication session based on one of the plurality of contacts for the party, the first communication session comprising a logically related series of one or more communications between the party and the agent using a second channel of communication different than the first channel of communication; and

after identifying the first communication session;

identify a communication assembly linked with the first communication session, the communication assembly comprising an interaction taking place between the party and the agent over one or more communication sessions;

begin a second communication session for the communication;

link the second communication session with the communication assembly; and

route the communication to the agent so that the agent can interact with the party over the first channel of communication while also interacting with the party over the second channel of communication.

8. The non-transitory, computer-readable medium of claim 7, wherein the computer-executable instructions are configured to cause the at least one computer processor to route the communication to the agent by:

determining a current number of sessions the agent is actively engaged in;

determining a maximum number of sessions the agent is authorized to be actively engaged in; and

upon determining the current number of sessions is less than the maximum number of sessions;

determining a maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication; and

routing the communication to the agent upon determining a current number of sessions the agent is actively engaged in using the first channel of communication is less than the maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication.

9. The non-transitory, computer-readable medium of claim 8, wherein the computer-executable instructions are also configured to cause the at least one computer processor to route the communication to the agent by:

determining a proficiency level for the agent in handling communications using the first channel of communication; and

routing the communication to the agent upon determining the proficiency level for the agent is over a predefined proficiency level for the first channel of communication.

10. The non-transitory, computer-readable medium of claim 7, wherein the computer-executable instructions are configured to cause the at least one computer processor to:

receive an indication from the agent to initiate the communication to the party; and

upon receiving the indication;

determine a current number of sessions the agent is actively engaged in;

determine a maximum number of sessions the agent is authorized to be actively engaged in; and

upon determining the current number of sessions is less than the maximum number of sessions;

determine a maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication; and

have the communication initiated to the party in upon determining a current number of sessions the agent is actively engaged in using the first channel of communication is less than the maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication.

11. The non-transitory, computer-readable medium of claim 7, wherein the computer-executable instructions are configured to cause the at least one computer processor to cause an icon to display on a workstation being used by the agent for the second communication session to alert the agent that the communication has been routed to the agent, and the icon is configured to be selected by the agent to cause information on the communication to be displayed on the workstation.

12. The non-transitory, computer-readable medium of claim 11, wherein the icon is displayed along with a second icon for the first communication session to demonstrate the first communication session and the second communication session are part of the communication assembly.

13. A system for allowing an agent in a contact center to interact with a party using multiple channels of communication, the system comprising:

a computer processor configured to;

receive a notification of a communication involving the party, the communication using a first channel of communication and a contact for the party;

identify a plurality of contacts for the party based on at least one of the party and the contact;

identify a first communication session based on one of the plurality of contacts for the party, the first communication session comprising a logically related series of one or more communications between the party and the agent using a second channel of communication different than the first channel of communication; and

after identifying the first communication session;

identify a communication assembly linked with the first communication session, the communication assembly comprising an interaction taking place between the party and the agent over one or more communication sessions;

begin a second communication session for the communication;

link the second communication session with the communication assembly; and

route the communication to the agent so that the agent can interact with the party over the first channel of communication while also interacting with the party over the second channel of communication.

14. The system of claim 13, wherein the computer processor is configured to route the communication to the agent by:

determining a current number of sessions the agent is actively engaged in;

determining a maximum number of sessions the agent is authorized to be actively engaged in; and

upon determining the current number of sessions is less than the maximum number of sessions;

determining a maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication; and

routing the communication to the agent upon determining a current number of sessions the agent is actively engaged in using the first channel of communication is less than the maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication.

15. The system of claim 14, wherein the computer processor is also configured to route the communication to the agent by:

determining a proficiency level for the agent in handling communications using the first channel of communication; and

routing the communication to the agent upon determining the proficiency level for the agent is over a predefined proficiency level for the first channel of communication.

16. The system of claim 13, wherein the computer processor is configured to:

receive an indication from the agent to initiate the communication to the party; and

upon receiving the indication;

determine a current number of sessions the agent is actively engaged in;

determine a maximum number of sessions the agent is authorized to be actively engaged in; and

upon determining the current number of sessions is less than the maximum number of sessions;

determine a maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication; and

have the communication initiated to the party upon determining a current number of sessions the agent is actively engaged in using the first channel of communication is less than the maximum number of sessions the agent is authorized to be actively engaged in using the first channel of communication.

17. The system of claim 13, wherein the computer processor is configured to cause an icon to display on a workstation being used by the agent for the second communication session to alert the agent that the communication has been routed to the agent, and the icon is configured to be selected by the agent to cause information on the communication to be displayed on the workstation.

18. The system of claim 17, wherein the icon is displayed along with a second icon for the first communication session to demonstrate the first communication session and the second communication session are part of the communication assembly.

19. A method for allowing an agent in a contact center to interact with a party using multiple channels of communication comprising:

originating an outbound communication involving the agent and the party by a communications handler system, the outbound communication using a first channel of communication;

beginning a first communication session for the outbound communication, the first communication session comprising a logically related series of one or more communications between the party and the agent using the first channel of communication;

receiving a notification at the communications handler system of a second communication involving the party, the second communication using a second channel of communication different from the first communication channel of communication;

selecting the agent to handle the second communication based on the agent being involved in the first communication session with the party;

identifying a communication assembly linked with the first communication session, the communication assembly comprising an interaction taking place between the party and the agent over one or more communication sessions;

beginning a second communication session for the second communication, the second communication session comprising a logically related series of one or more communications between the party and the agent using the second channel of communication;

linking the second communication session with the communication assembly; and

routing the second communication to the agent by the communications handler system so that the agent can interact with the party over the first channel of communication while also interacting with the party over the second channel of communication.

20. A method for allowing an agent in a contact center to interact with a party using multiple channels of communication comprising:

receiving an inbound communication involving the party by a communications handler system, the inbound communication using a first channel of communication;

routing the inbound communication to the agent by the communications handler system;

beginning a first communication session for the inbound communication, the first communication session comprising a logically related series of one or more communications between the party and the agent using the first channel of communication;

receiving a notification at the communications handler system of a second communication involving the party, the second communication using a second channel of communication different from the first communication channel of communication;

selecting the agent to handle the second communication based on the agent being involved in the first communication session with the party;

identifying a communication assembly linked with the first communication session, the communication assembly comprising an interaction taking place between the party and the agent over one or more communication sessions;

beginning a second communication session for the second communication, the second communication session comprising a logically related series of one or more communications between the party and the agent using the second channel of communication;

linking the second communication session with the communication assembly; and

routing the second communication to the agent by the communications handler system so that the agent can interact with the party over the first channel of communication while also interacting with the party over the second channel of communication.