Personal communication interaction manager

• US 20060250978A1
• Filed: 05/05/2005
• Published: 11/09/2006
• Est. Priority Date: 05/05/2005
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Cim Ltd. (F. Walther Electrics Ltd.)
• Inventors: Lawrence, Christopher Stanley
• Application Number:
  US11/122,732
• Publication Number:
  US 20060250978A1
• Time in Patent Office: Days
• US Class Current: 370/252
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A system and method for providing communications between a communication center and a user are disclosed. The exemplary method transmits identification information of the user from a communication device of the user to the communication center. The communication center identifies a transaction record associated with the user and transmits the user'"'"'s transaction record to the user. The communication center also transmits current status information for a plurality of queues to the user. The transaction record of the user and the current status information for a plurality of queues are presented to the user.

Claims

1. A method for providing communications between a communication center and a user comprising:

transmitting identification information of the user from a communication device of the user to the communication center;

identifying a transaction record associated with the user;

transmitting at least a portion of the transaction record of the user to the user;

transmitting current status information for a plurality of queues to the user; and

presenting to the user at least a portion of the transaction record of the user and the current status information for a plurality of queues.

2. The method of claim 1, further comprising:

transmitting one or more prior queue status information.

3. The method of claim 1, wherein current status information includes the number of agents assigned to each queue.

4. The method of claim 1, wherein the prior queue status information includes average wait times throughout the previous day.

5. The method of claim 1, further comprising:

providing the user with links to one or more modes of communication.

6. The method of claim 1, further comprising:

transmitting current transactions of the user.

7. The method of claim 6, wherein the current transactions include comments entered by the agent.

8. The method of claim 7, further comprising:

transmitting comments entered by the user to the agent and

storing the comments entered by the user in the transaction record associated with the user.

9. The method of claim 1, wherein the plurality of queues are for different modes of communication.

10. A system for providing a user interface for a user of a communication center comprising:

a database for storing one or more transaction records associated with the user;

one or more queues for storing communications prior to sending the communication to an agent;

a processor for receiving identification information of the user, searching the database for one or more transaction records associated with the user, and determining current status information for each of the one or more queues;

a network connection for transmitting at least a portion of the transaction record and the current status information to a communication device of the user and causing the communication device to display at least a portion of the transaction record and the current status information on the user interface.

11. The system of claim 10, further comprising:

the processor determining prior queue status information and the network connection for transmitting one or more prior queue status information and causing the communication device to display the one or more prior queue status information.

12. The method of claim 10, further comprising:

the network connection providing the user with links to one or more modes of communicating with the agent.

13. The method of claim 10, further comprising:

the processor determining current transactions and the network connection for transmitting the current transactions for display on the communication device.

14. The method of claim 10, further comprising:

the network connection transmitting comments entered by the user from the communication device and the processor storing the comments in the transaction record associated with the user.

15. A computer program product, tangibly embodied in an information carrier, for assigning a process to a processor for execution, the computer program product being operable to cause a machine to:

transmit identification information of the user from a communication device of the user to the communication center;

identify a transaction record associated with the user stored in memory;

transmit the transaction record of the user to the communication device;

determine the current status information for a plurality of queues;

transmit the current status information for a plurality of queues; and

display the transaction record of the user and the current status information for a plurality of queues to the user.

16. The computer program product of claim 15, further comprising the computer program product being operable to cause a machine to:

determine one or more prior queue status and

transmit the one or more prior queue status to the communication device.

17. The computer program product of claim 15, further comprising the computer program product being operable to cause a machine to:

provide the user with links to one or more modes of communication.

18. The computer program product of claim 15, further comprising the computer program product being operable to cause a machine to:

determine one or more current transactions for the user and

transmit the one or more current transactions of the user.

19. The computer program product of claim 18, wherein the current transactions include comments entered by the agent.

20. The computer program product of claim 15, further comprising the computer program product being operable to cause a machine to:

transmit comments entered by the user to the agent and

store the comments entered by the user in the transaction record associated with the user.