Transitory contact management
First Claim
Patent Images
1. A method for servicing a work item in a contact center, comprising:
- receiving a first transaction for servicing by a contact center resource, the first transaction corresponding to a first communication with a transaction initiator;
assigning a service priority to the first transaction;
disconnecting the first communication; and
maintaining, relative to other later received transactions, the assigned service priority for the first transaction while the first communication is disconnected.
5 Assignments
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Accused Products
Abstract
A contact center 100 is provided that includes an input 158 or 150 operable to receive a transaction for servicing by a contact center resource 122, 124, 126, 134, and 138, the transaction corresponding to a communication with a transaction initiator; a selector 220 operable to assign a service priority to the transaction, wherein the communication is disconnected before the transaction is serviced; and a contact manager 232 operable to maintain the assigned service priority for the transaction while the communication is disconnected.
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Citations
24 Claims
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1. A method for servicing a work item in a contact center, comprising:
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receiving a first transaction for servicing by a contact center resource, the first transaction corresponding to a first communication with a transaction initiator;
assigning a service priority to the first transaction;
disconnecting the first communication; and
maintaining, relative to other later received transactions, the assigned service priority for the first transaction while the first communication is disconnected. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 24)
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10. A method for servicing a work item in a contact center, comprising:
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receiving a work item for servicing by a contact center resource, the work item corresponding to a communication between the contact center and an external endpoint associated with a work requestor;
assigning a service priority to the work item, wherein the communication corresponding with the work item is terminated before the work item is serviced;
in response to termination of the communication, determining whether or not to maintain the assigned service priority of the work item;
when the assigned service priority is to be maintained, maintaining the assigned service priority for the work item while the communication is disconnected; and
when the assigned service priority is not to be maintained, not maintaining the assigned service priority for the work item. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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18. A contact center, comprising:
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an input operable to receive a transaction for servicing by a contact center resource, the transaction corresponding to a communication with a transaction initiator;
a selector operable to assign a service priority to the transaction, wherein the communication is disconnected before the transaction is serviced; and
a contact manager operable to maintain, relative to other transactions, the assigned service priority for the transaction while the communication is disconnected. - View Dependent Claims (19, 20, 21, 22, 23)
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Specification