System and method for providing queue time credit for self-servicing callers

• US 20060256956A1
• Filed: 05/16/2005
• Published: 11/16/2006
• Est. Priority Date: 05/16/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Lee, Johnny, Jabbour, Fadi R., Lee, David C.
• Granted Patent: US 8,027,459 B2
• Time in Patent Office: Days
• US Class Current: 379/266.10
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A system and method for servicing a caller at a contact center includes providing self-service menu options to the caller through an automated system, and determining a total time spent by the caller in the automated system. If the caller'"'"'s attempts at self-service are unsuccessful, the caller is transferred out of the automated system and into a position of a wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the automated system. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Claims

1. A processor-implemented method of servicing a caller at a call center comprising:

providing an automated system with self-service menu options to the caller; and

transferring the caller out of the automated system and into a position of a queue for connection with an agent, the position of the caller relative to other callers in the queue being determined based on a credit for time spent by the caller in the automated system.

2. The processor-implemented method of claim 1 wherein the self-service menu options includes an option selectable to the caller for talking with an agent.

3. The processor-implemented method of claim 1 wherein the position of the caller in the queue is ahead of a number of the other callers with less time spent in the automated system than the caller.

4. The method of claim 1 wherein the position of the caller in the queue is behind an earlier caller who has waited longer, and ahead of a later caller who has waited less, than the credit for time spent by the caller.

5. The processor-implemented method of claim 1 wherein the automated system comprises an interactive voice response (IVR) system.

6. A method of operation at a call center comprising:

receiving a call from a caller;

providing self-service menu options to the caller through an automated system;

determining a total time spent by the caller in the automated system;

transferring the caller out of the automated system and into a position of a wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the automated system.

7. The method of claim 6 further comprising:

progressively moving the caller through the wait queue;

connecting the caller with an agent after the caller has progressed to a highest priority position in the wait queue.

8. The method of claim 6 wherein the position of the caller in the wait queue is behind an earlier caller who has waited longer, and ahead of a later caller who has waited less, than the total time spent by the caller.

9. The method of claim 6 wherein the automated system comprises an interactive voice response (IVR) system.

10. An automatic call distributor (ACD) for servicing a call from a caller comprising:

an automated system that provides self-service menu options to the caller upon receipt of the call;

a queue for callers waiting to speak with an agent; and

means for determining a total time spent by the caller in the automated system and for transferring the caller out of the automated system and into a position of the queue, the position of the caller in the queue being determined based on a credit for the total time spent by the caller in the automated system.

11. The ACD of claim 10 wherein the means is further operable to connect the caller with the agent after the caller has progressed to a highest priority position in the queue.

12. The ACD of claim 10 wherein the position of the caller in the wait queue is behind an earlier caller who has waited longer, and ahead of a later caller who has waited less, than the total time spent by the caller.

13. The ACD of claim 10 wherein the automated system comprises an interactive voice response (IVR) system.

14. An automatic call distributor (ACD) for servicing a call from a caller comprising:

an automated system that provides self-service menu options to the caller upon receipt of the call;

a queue for callers waiting to speak with an agent; and

a processor to determine a total time spent by the caller in the automated system and to transfer the caller out of the automated system and into a position of the queue, the position of the caller in the queue being determined based on a credit for the total time spent by the caller in the automated system.

15. The ACD of claim 14 wherein the processor is further operable to connect the caller with the agent after the caller has progressed to a highest priority position in the queue.

16. The ACD of claim 14 wherein the position of the caller in the wait queue is behind an earlier caller who has waited longer, and ahead of a later caller who has waited less, than the total time spent by the caller.

17. The ACD of claim 14 wherein the automated system comprises an interactive voice response (IVR) system.