SYSTEM AND METHOD FOR CONTACT QUEUE MANAGEMENT
First Claim
1. An apparatus comprising:
- an input operable to receive a communication session request via a first communication mode in accordance with an associated identifier;
logic coupled to the input operable for storing, in an associated data storage, data comprising a session identifier corresponding to the communication session;
the logic further operable to assign a primary queue position in a primary queue to the communication session;
the logic further operable to estimate a primary hold time associated with the primary queue position;
the logic further operable to estimate an alternative hold time associated with the communication session if continued via a second communication mode and a corresponding queue position in a secondary queue associated therewith;
the logic further operable to generate a queue selection query corresponding to the primary hold time relative to the alternative hold time;
the input further operable to receive a queue selection specifying a selection of a secondary queue;
the logic further operable to be responsive to the received queue selection to establish a continued communication session via the second communication mode in accordance therewith; and
the logic further operable to associate the continued communication session with a corresponding queue.
1 Assignment
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Accused Products
Abstract
In one embodiment, a support handling system receives an incoming support communication from an user, and the session is identified. The session is associated with a primary queue corresponding to a mode of the incoming communication request. The session is assigned a position in the primary queue in accordance with preexisting queue communication sessions and other parameters. The system estimates a primary hold time associated with the primary queue position and alternative hold time associated if the session continued via a second communication mode. The user is prompted to select a desired queue in accordance with the hold times or queue positions. The selection specifies which queue is to be used. The queue selection establishes a continued communication session with the associated user via the first communication mode or an alternative communication mode. The system assigns a secondary queue position in the secondary queue corresponding to the initial queue position.
6 Citations
20 Claims
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1. An apparatus comprising:
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an input operable to receive a communication session request via a first communication mode in accordance with an associated identifier; logic coupled to the input operable for storing, in an associated data storage, data comprising a session identifier corresponding to the communication session; the logic further operable to assign a primary queue position in a primary queue to the communication session; the logic further operable to estimate a primary hold time associated with the primary queue position; the logic further operable to estimate an alternative hold time associated with the communication session if continued via a second communication mode and a corresponding queue position in a secondary queue associated therewith; the logic further operable to generate a queue selection query corresponding to the primary hold time relative to the alternative hold time; the input further operable to receive a queue selection specifying a selection of a secondary queue; the logic further operable to be responsive to the received queue selection to establish a continued communication session via the second communication mode in accordance therewith; and the logic further operable to associate the continued communication session with a corresponding queue. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method comprising:
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receiving a communication session request via a first communication mode in accordance with an associated identifier; storing, in an associated data storage, data comprising a session identifier corresponding to the communication session; assigning a primary queue position in the primary queue to the communication session; estimating a primary hold time associated with the primary queue position; estimating an alternative hold time associated with the communication session if continued via a second communication mode and a corresponding queue position in a secondary queue associated therewith; generating a queue selection query corresponding to the primary hold time relative to the alternative hold time; receiving a queue selection specifying a selection of the primary queue or a secondary queue; establishing a continued communication session via the second communication mode in accordance a received queue selection; and associating the continued communication session with a corresponding queue. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. Logic encoded in at least one tangible media for execution and when executed operable to:
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receive a remote communication session request via a first communication mode in accordance with an associated identifier; store, in an associated data storage, data comprising a session identifier corresponding to the communication session; assign a primary queue position in a primary queue to the communication session; estimate a primary hold time associated with the primary queue position; estimate a first alternative hold time associated with the communication session if continued via a second communication mode and a corresponding queue position in a secondary queue associated therewith; estimate a second alternative hold time associated with the communication session if continued via a third communication mode and a corresponding queue position in a tertiary queue associated therewith; generate a queue selection query corresponding to the primary hold time relative to the alternative hold times; receive a queue selection specifying a selection of the primary queue, the secondary queue or the tertiary queue; establish a continued communication session via the first communication mode, the second communication mode or the third communication mode in accordance with a received queue selection; assign a secondary queue position in the secondary queue or a tertiary queue position in the tertiary queue corresponding to the initial queue position; and associate the continued communication session with a corresponding queue in accordance with the queue selection. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification