Automatic call distribution system using computer network-based communication
First Claim
1. An automatic call distribution system for transferring information between customers and agents, the automatic call distribution system comprising:
- a network interface for transferring information between customers and agents through a computer network; and
a control system for simultaneously assigning a plurality of customers to a single agent through one or more of agent-user interfaces.
17 Assignments
0 Petitions
Accused Products
Abstract
Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent'"'"'s efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer'"'"'s computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents'"'"' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.
-
Citations
50 Claims
-
1. An automatic call distribution system for transferring information between customers and agents, the automatic call distribution system comprising:
-
a network interface for transferring information between customers and agents through a computer network; and
a control system for simultaneously assigning a plurality of customers to a single agent through one or more of agent-user interfaces. - View Dependent Claims (2, 14, 23, 24, 25, 26, 27, 35, 36, 37, 38, 42)
-
-
3. An automatic call distribution system for transferring information between customers and agents, wherein information is transferred via a communication line, wherein a “
- call”
is a request that a customer be placed in communication with an agent, the automatic call distribution system comprising;
a control system assigning a call to a given line based upon a status of the given line, wherein the status of a line is one of the following states;
(1) the line is available to receive a call, (2) the line is unavailable because the line is disconnected, (3) the line is unavailable because the line is presently handling a call, or (4) the line is unavailable because a call on the line has recently been completed and additional processing with respect to the completed call is being performed.
- call”
-
4. An automatic call distribution system for transferring information between customers and agents, comprising
a selection control responsive to a customer'"'"'s selection to indicate a preferred mode of communication.
-
15. An automatic call distribution system wherein information is transferred via a communication line, wherein a “
- call”
is a request that a customer be place in communication with an agent, the automatic call distribution system comprising;
a control system for assigning a call to a given agent based upon criterion reflecting the given agent'"'"'s ability to handle calls.
- call”
-
16. An automatic call distribution system, wherein information is transferred via a communication line, wherein a “
- call”
is a request that a customer be place in communication with an agent, the automatic call distribution system comprising;
a control system for assigning the call to the given agent is based upon historical customer data.
- call”
-
17. An automatic call distribution system, wherein information is transferred via a communication line, wherein a “
- call”
is a request that a customer be placed in communication with an agent, the automatic call distribution system comprising;
a control system for assigning the call to a given agent based upon the call'"'"'s current session data.
- call”
-
18. An automatic call distribution system, wherein calls are assigned to agents communicating with a caller via different communication types, the automatic call distribution system comprising:
a control system for assigning a call to an agent based upon the agent'"'"'s ability to handle calls according to communication type. - View Dependent Claims (22, 31, 32, 33, 34)
-
19. An automatic call distribution system, wherein calls are assigned to lines of different communication types, the automatic call distribution system comprising:
a control system for prioritizing calls according to a predetermined customer rating.
-
20. An automatic call distribution system, wherein calls are assigned to lines of different communication types, the automatic call distribution system comprising:
-
a browser database allowing a customer to view web pages;
an agent computer system for communicating with a customer; and
a control system for assigning a call to the agent computer system by taking into account which web pages the customer has viewed.
-
-
21. An automatic call distribution system, wherein calls are assigned to lines of different communication types, the automatic call distribution system comprising:
-
a browser database allowing a customer to view web pages;
an agent computer system for communicating with a customer; and
a control system for assigning a call to an agent computer system by taking into account which web pages the customer has viewed.
-
-
28. An automatic call distribution system comprising:
-
a server computer for providing communications between a customer computer and an agent computer, wherein the server computer includes records that keep track of the communications;
a failure handler for placing the agent and customer computers in direct communication upon failure of the server computer. - View Dependent Claims (29)
-
-
30. An automatic call distribution system for transferring information between customers and agents, wherein information is transferred via a communication line, wherein a “
- call”
is a request that a customer be placed in communication with an agent, the automatic call distribution system comprising;
a transfer system for allowing a first agent to transfer a call to a second agent, wherein the transfer system provides for transferring information collected during a customer'"'"'s session with the first agent, to the second agent.
- call”
-
39. An automatic call distribution system, comprising
an agent computer system operated by a human agent for communication with a customer; an agent interface providing a selection of predefined test section that the agent can transfer to the customer. - View Dependent Claims (40, 41)
-
43. The automatic all distribution system, comprising:
-
an agent computer allowing an agent to communicate with a customer;
a database coupled to the agent computer; and
an agent interface allowing entry of a question/answer pair into the database, wherein the question/answer pair entry is derived from information obtained in communications with the customer.
-
-
44. An agent interface for an agent in a call center, wherein the call center places a customer in communication with an agent, the interface comprising
a first indicator for indicating that a first customer is not waiting for a response from the agent; - and
a second indicator for indicating that a second customer is waiting for a response form the agent. - View Dependent Claims (45, 46)
- and
-
47. An agent interface for an agent in a call center, wherein the call center places a customer in communication with the agent, the interface comprising
an indicator for indicating the status of the customer, wherein the indicator is in a first state after the customer receives a response from the agent, wherein the indicator is in a second state after the customer sends a communication to the agent, and wherein the indicator is in a third state after a predetermined period of time elapses since the customer has sent a communication to the agent.
Specification