System and method for providing queue time credit for self-servicing callers
First Claim
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.
1 Assignment
0 Petitions
Accused Products
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.
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Citations
17 Claims
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1. A processor-implemented method of servicing a caller at a call center comprising:
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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. - View Dependent Claims (2, 3, 4, 5)
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6. A method of operation at a call center comprising:
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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. - View Dependent Claims (7, 8, 9)
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10. An automatic call distributor (ACD) for servicing a call from a caller comprising:
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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. - View Dependent Claims (11, 12, 13)
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14. An automatic call distributor (ACD) for servicing a call from a caller comprising:
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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. - View Dependent Claims (15, 16, 17)
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Specification