System and method for return to agents during a contact center session

• US 20060262921A1
• Filed: 05/20/2005
• Published: 11/23/2006
• Est. Priority Date: 05/20/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Patel, Labhesh, Eppel, Martin R., Tong, Aaron
• Granted Patent: US 7,693,274 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 2203/552 Call annotations
• 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 a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. 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 contact center system for servicing a call from a caller comprising:

a subsystem including at least one processor; and

one or more modules coupled to the subsystem, the one or more modules including code executable by the at least one processor that provides the caller with a call session history listing each agent with whom the caller has interacted, the code also providing the caller with an option to return to a previous agent.

2. The contact center system of claim 1 wherein the execution of the code by the at least one processor further invokes an application that provides a visual user interface on a display screen of a device of the caller.

3. The contact center system of claim 2 wherein the application provides the caller with an option of annotating an interactive session with a particular agent.

4. The contact center system of claim 1 wherein the code comprises an interactive voice response (IVR) system.

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

means for providing the caller with a call session history listing each agent with whom the caller has interacted; and

means for providing the caller with an option to return to a previous agent.

6. A contact center system for servicing a call from a caller comprising:

a subsystem including at least one processor; and

one or more modules coupled to the subsystem, the one or more modules including code executable by the at least one processor that invokes an application which provides the caller with a call session history listing each agent with whom the caller has interacted, the application also providing the caller with an option to request return to a previous agent, with transfer to the previous agent being controlled by an agent or supervisor associated with the contact center system.

7. The contact center system of claim 6 wherein the application further provides a visual user interface on a display screen of a device of the caller.

8. The contact center system of claim 7 wherein the visual user interface includes an annotation field associated with each agent listed in the call session history, the visual user interface being configured to permit the caller to enter comments in the annotation field.

9. The contact center system of claim 6 wherein the application further provides the caller with an option of annotating an interactive session with a particular agent.

10. The contact center system of claim 6 wherein the application comprises an interactive voice response (IVR) system.

11. The contact center system of claim 6 wherein the application dynamically creates an IVR prompt menu based on a current status of the call session history.

12. The contact center system of claim 11 wherein the IVR prompt menu includes a caller-invoked option to play a script that lists all agents with whom the caller has already spoken.

13. A processor-implemented method of servicing a caller at a contact center comprising:

providing the caller with a call session history listing each agent with whom the caller has interacted, the call session history being provided in real-time; and

providing the caller with a menu option to request return to a previous agent.

14. The processor-implemented method of claim 13 further comprising:

selectively transferring the caller to the previous agent in response to election of the menu option by the caller, transfer of the caller being controlled by an agent or supervisor associated with the contact center.

15. The processor-implemented method of claim 13 further comprising:

producing a visual user interface on a device of the caller, the call session history and menu option being presented on the visual user interface.

16. A processor-implemented method of servicing a caller at a contact center comprising:

providing the caller with an interactive voice response (IVR) menu;

dynamically creating a call session history script that includes a listing of each agent with whom the caller has interacted;

updating the IVR menu with the call session history script; and

prompting the caller with the call session history script and a menu option to request return to a previous agent.

17. The processor-implemented method of claim 16 further comprising:

providing the caller with an option to the call session history script.

18. The contact center system of claim 16 wherein the IVR menu is updated following a transfer of the caller to another agent.