Escalated handling of non-realtime communications
First Claim
1. A method of escalating non-realtime communications in a contact center, the method comprising:
- a. extracting an aged communication from a plurality of shared file folders, wherein the plurality of shared file folders are configured in a central processing area of the contact center, and further wherein a communication is designated as aged based on a set of predetermined escalation criteria;
b. routing the aged communication with an escalation service to an immediate workflow such that the aged communication is routed by the immediate workflow for immediate response to a first designated agent;
c. presenting the aged communication to the first designated agent such that the aged communication is displayed on a desktop of the first designated agent; and
d. responding to the aged communication, wherein the first designated agent answers the aged communication on the desktop, wherein the escalation service escalates an immediate communication to the immediate workflow for routing to the first designated agent.
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Accused Products
Abstract
A system and method of escalating non-realtime communications entering a Contact Center. The present invention removes communications that may initially be viewed as requiring deferred assistance, such as those near missing their SLA or those determined to require immediate handling based on identifying a particular important customer, from its shared file folders and “escalating” them to be routed as a live communications, for immediate response by a designated agent. An alternative tiered service model for a digital multimedia contact center assigns an entering contact to an initial immediate or deferred service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The service tier is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media servers, each of which passes a contact of a particular media type to a workflow engine (one for each service tier immediate and deferred), which executes workflows to direct the processing of contacts at service tiers that require agent activity, for the immediate service tier contacts pass through a set of media routers. Agents are allocated to contacts by a dynamic automated contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engines also execute workflows for agents to control the allocation of agents to contacts.
185 Citations
37 Claims
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1. A method of escalating non-realtime communications in a contact center, the method comprising:
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a. extracting an aged communication from a plurality of shared file folders, wherein the plurality of shared file folders are configured in a central processing area of the contact center, and further wherein a communication is designated as aged based on a set of predetermined escalation criteria;
b. routing the aged communication with an escalation service to an immediate workflow such that the aged communication is routed by the immediate workflow for immediate response to a first designated agent;
c. presenting the aged communication to the first designated agent such that the aged communication is displayed on a desktop of the first designated agent; and
d. responding to the aged communication, wherein the first designated agent answers the aged communication on the desktop, wherein the escalation service escalates an immediate communication to the immediate workflow for routing to the first designated agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A system for escalating non-realtime communications in a contact center, the system comprising:
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a. means for extracting an aged communication from a plurality of shared file folders, wherein the plurality of shared file folders is configured in a central processing area of the contact center, and further wherein a communication is designated as aged based on a set of predetermined escalation criteria;
b. means for routing the aged communication with an escalation service to an immediate workflow such that the aged communication is routed by the immediate workflow for immediate response to a first designated agent;
c. means for presenting the aged communication to the first designated agent such that the aged communication is displayed on a desktop of the first designated agent; and
d. means for responding to the aged communication, wherein the first designated agent answers the aged communication on the desktop, wherein the escalation service escalates an immediate communication to the immediate workflow for routing to the first designated agent. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. A system of escalating a non-realtime communication in a contact center, comprising:
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a. a plurality of shared file folders where the non-realtime communication is received and stored, wherein the plurality of shared file folders are configured in a central processing area of the contact center, and further wherein an aged communication is extracted from the plurality of shared file folders based on a set of predetermined escalation criteria;
b. an escalation service coupled with the plurality of shared file folders such that the escalation service routes the aged communication to an immediate workflow; and
c. a plurality of designated agents such that the aged communication is displayed on a desktop of a first designated agent after receiving the aged communication from the immediate workflow, wherein the first designated agent provides an immediate response to the aged communication on the desktop, and further wherein the escalation service escalates an immediate communication to the immediate workflow for routing to the first designated agent. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
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37. An apparatus for escalating non-realtime communications in a contact center, comprising:
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a. a storage media for storing a computer application;
b. a processing unit coupled to the storage media; and
c. a user interface coupled to the processing unit such that a plurality of users can receive an aged communication from an immediate workflow through an escalation service, wherein the plurality of users can provide an immediate response to the aged communication, and further wherein the immediate workflow can receive an immediate communication from the escalation service for routing to the plurality of users.
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Specification