SYSTEM FOR INDICATING PRIORITY LEVELS FOR TRANSACTION AND TASK ENGAGEMENT IN A CALL CENTER

• US 20160277574A1
• Filed: 05/27/2016
• Published: 09/22/2016
• Est. Priority Date: 02/08/2010
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ristock, Herbert Willi Artur, Mezhibovsky, Vladimir, Korolev, Nikolay
• Granted Patent: US 9,838,537 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

Claims

1. A call center system, comprising:

a computerized server executing software (SW) from a machine-readable medium;

a data collection function of the SW enabled for collecting data regarding incoming transactions;

a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions; and

a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

2. The system of claim 1 wherein the priority indication is distributed to the associated agent before the transaction is engaged by the agent.

3. The system of claim 1 wherein priority levels are determined for call center tasks to which agents may be assigned or invited as well as for transactions, and wherein priority indicators for such tasks are distributed to associated agents at or near the time that the agents are assigned or invited to engage in the tasks.

4. The system of claim 3 wherein the tasks include one or more of text message processing, email processing, order processing, chat hosting and participation in prepared campaigns.

5. The system of claim 1 wherein the data collection engine collects information regarding selected agents as well as regarding transactions, and the agent information is used along with the transaction information in determining priority levels for transactions.

6. The system of claim 4 wherein the data collection engine collects information regarding selected agents and tasks as well as regarding transactions, and the agent and task information is used along with the transaction information in determining priority levels for transactions.

7. The system of claim 5 wherein the information relevant to each agent includes skills information regarding the agent.

8. The system of claim 5 wherein the information includes workload projection data relevant to each agent.

9. The system of claim 1 wherein the priority indication comprises a display indicating priority level by color.

10. The system of claim 9 wherein the priority indication further comprises one or more specific suggestions formulated by the system and related to the priority indication, to guide the agent that engages an associated transaction.

11. A method for call center management, comprising the steps of

(a) collecting data regarding incoming transactions by executing software (SW) from a machine-readable medium by a computerized server;

(b) processing the data collected against a set of business rules by a data processing function, determining a priority level for individual ones of the incoming transactions; and

(c) distributing a priority indication determined by processing the data to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

12. The method of claim 11 wherein the priority indication is distributed to the associated agent before the transaction is engaged by the agent.

13. The method of claim 11 wherein priority levels are determined for call center tasks to which agents may be assigned or invited as well as for transactions, and wherein priority indicators for such tasks are distributed to associated agents at or near the time that the agents are assigned or invited to engage in the tasks.

14. The method of claim 13 wherein the tasks include one or more of text message processing, email processing, order processing, chat hosting and participation in prepared campaigns.

15. The method of claim 11 wherein the data collection engine collects information regarding selected agents as well as regarding transactions, and the agent information is used along with the transaction information in determining priority levels for transactions.

16. The method of claim 14 wherein the data collection engine collects information regarding selected agents and tasks as well as regarding transactions, and the agent and task information is used along with the transaction information in determining priority levels for transactions.

17. The method of claim 15 wherein the information relevant to each agent includes skills information regarding the agent.

18. The method of claim 15 wherein the information includes workload projection data relevant to each agent.

19. The method of claim 11 wherein the priority indication comprises a display indicating priority level by color.

20. The method of claim 19 wherein the priority indication further comprises one or more specific suggestions formulated by the system and related to the priority indication, to guide the agent that engages an associated transaction.