Call center system for multiple transaction selections

• US 20060177040A1
• Filed: 02/04/2005
• Published: 08/10/2006
• Est. Priority Date: 02/04/2005
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Mitra, Saikat
• Granted Patent: US 7,627,109 B2
• Time in Patent Office: Days
• US Class Current: 379/266.10
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: H04M 3/5133 Operator terminal details

Abstract

A user interface for an agent of a call center comprises a transaction menu that lists possible transactions that the agent can fulfill. Multiple transactions selected by the agent from the transaction menu are ordered into a first sequence of agent-selected transactions that are to be fulfilled in a call, and the first sequence is displayed. A selection of at least one additional transaction from the transaction menu is received after the agent has begun to address one of the agent-selected transactions from the first sequence but before the agent has completed all of the agent-selected transactions from the first sequence. Uncompleted ones of the agent-selected transactions including the at least one additional transaction are ordered into a second sequence of agent-selected transactions, and the second sequence is displayed.

Claims

1. A computer-readable medium having computer-readable program code to cause a computer system to perform acts of:

displaying a transaction menu that lists possible transactions that an agent of a call center can fulfill;

ordering a plurality of transactions selected by the agent from the transaction menu into a first sequence of agent-selected transactions that are to be fulfilled for a call;

displaying the first sequence of agent-selected transactions that are to be fulfilled;

receiving a selection of at least one additional transaction from the transaction menu after the agent has begun to address one of the agent-selected transactions from the first sequence but before the agent has completed all of the agent-selected transactions from the first sequence;

ordering uncompleted ones of the agent-selected transactions including the at least one additional transaction into a second sequence of agent-selected transactions; and

displaying the second sequence of agent-selected transactions that are to be fulfilled.

2. The computer-readable medium of claim 1 wherein said receiving the selection of at least one additional transaction from the transaction menu is after the agent has begun to address a current transaction but before the agent has completed the current transaction.

3. The computer-readable medium of claim 2 wherein the acts further comprise:

displaying a script for the current transaction from the first sequence before receiving the selection of at least one additional transaction.

4. The computer-readable medium of claim 2 wherein the acts further comprise:

updating a displayed status of the current transaction in the second sequence when the current transaction has been completed.

5. The computer-readable medium of claim 1 wherein the uncompleted ones of the agent-selected transactions including the at least one additional transaction are ordered into the second sequence of agent-selected transactions based on at least one business rule.

6. The computer-readable medium of claim 1 wherein the uncompleted ones of the agent-selected transactions including the at least one additional transaction are ordered into the second sequence of agent-selected transactions to improve a handle time for customer contact.

7. The computer-readable medium of claim 1 wherein the uncompleted ones of the agent-selected transactions including the at least one additional transaction are ordered into the second sequence of agent-selected transactions to improve an average handle time for customer contact based on at least one business rule.

8. The computer-readable medium of claim 1 wherein the transactions are ordered into the first sequence of agent-selected transactions based on at least one business rule.

9. The computer-readable medium of claim 1 wherein the transactions are ordered into the first sequence of agent-selected transactions to improve a handle time for customer contact.

10. The computer-readable medium of claim 1 wherein the transactions are ordered into the first sequence of agent-selected transactions to improve an average handle time for customer contact based on at least one business rule.

11. A method comprising:

displaying a transaction menu that lists possible transactions that an agent of a call center can fulfill;

ordering a plurality of transactions selected by the agent from the transaction menu into a first sequence of agent-selected transactions that are to be fulfilled in a call;

displaying the first sequence of agent-selected transactions that are to be fulfilled;

receiving a selection of at least one additional transaction from the transaction menu after the agent has begun to address one of the agent-selected transactions from the first sequence but before the agent has completed all of the agent-selected transactions from the first sequence;

ordering uncompleted ones of the agent-selected transactions including the at least one additional transaction into a second sequence of agent-selected transactions; and

displaying the second sequence of agent-selected transactions that are to be fulfilled.

12. The method of claim 11 wherein the selection of at least one additional transaction from the transaction menu is received after the agent has begun to address a current transaction but before the agent has completed the current transaction.

13. The method of claim 12 further comprising:

displaying a script for the current transaction from the first sequence before receiving the selection of at least one additional transaction.

14. The method of claim 12 further comprising:

updating a displayed status of the current transaction in the second sequence when the current transaction has been completed.

15. The method of claim 11 wherein the uncompleted ones of the agent-selected transactions including the at least one additional transaction are ordered into the second sequence of agent-selected transactions based on at least one business rule.

16. The method of claim 11 wherein the uncompleted ones of the agent-selected transactions including the at least one additional transaction are ordered into the second sequence of agent-selected transactions to improve a handle time for customer contact.

17. The method of claim 11 wherein the uncompleted ones of the agent-selected transactions including the at least one additional transaction are ordered into the second sequence of agent-selected transactions to reduce an average handle time for customer contact based on at least one business rule.

18. The method of claim 11 wherein the transactions are ordered into the first sequence of agent-selected transactions based on at least one business rule.

19. The method of claim 11 wherein the transactions are ordered into the first sequence of agent-selected transactions to improve a handle time for customer contact.

20. The method of claim 11 wherein the transactions are ordered into the first sequence of agent-selected transactions to reduce an average handle time for customer contact based on at least one business rule.