Context-sensitive presentation of information to call-center agents

• US 5,757,904 A
• Filed: 02/05/1996
• Issued: 05/26/1998
• Est. Priority Date: 02/05/1996
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Anderson, Gregory Lane
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/597,056
• Time in Patent Office: 841 Days
• Field of Search: 379/34, 379/38, 379/201, 379/207, 379/265, 379/266, 379/309, 379/214, 345/338
• US Class Current: 379/265.06
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

A method (200-520) and an apparatus (118) for presenting information to a call center agent in a context-sensitive manner involves monitoring (314, 504) activities--such as keyboard or pointer input from an agent and information being displayed to the agent--at an agent position (140, 150) of a call center, receiving (318, 508) a request for information--such as directory information or a list of wrapup codes--from the agent, in response analyzing (322, 324, 512) the request within the context of the monitored activities to determine a subset of the requested information--such as selected telephone numbers or a selected wrapup code--which is most relevant to the monitored activities, and then either presenting (404, 408)--displaying--only the subset to the agent in response to the request, or presenting (410, 514) the requested information in a manner that emphasizes the subset over the rest of the requested information--such as by highlighting the subset. Preferably, the monitoring also includes monitoring (202) with whom the agent is presently engaged in a telephone call and what the telephone call is about, and the analyzing also includes analyzing (208, 304) the monitored activities to determine whether non-requested information is relevant to the monitored activities or what actions should be undertaken with respect to the call, and then giving an indication (216, 312) of the determination to the agent.

Claims

1. A method of presenting information at a call center agent position in a context-sensitive manner, comprising the steps of:

monitoring activities at an agent position of a call center, including monitoring with whom an agent at the agent position is presently engaged in a call and what the call is about;

receiving a request for information from the agent position;

in response to the request, analyzing the request within a context of with whom the agent is presently engaged and what the call is about to determine a subset of the requested information, that excludes some of the requested information, which is most relevant to who the agent is presently engaged with and to what the call is about; and

presenting at least the subset of the requested information at the agent position in response to the request, including presenting the subset of the requested information in a manner that emphasizes the subset over the rest of the requested information.

2. The method of claim 1 wherein:

the step of presenting comprises the step of

displaying at least the subset of the requested information at the agent position.

3. The method of claim 1 wherein:

the step of presenting comprises the step of

presenting only the subset of the requested information, without presenting the rest of the requested information, at the agent position in response to the request.

4. The method of claim 1 wherein:

the step of presenting comprises the steps of

presenting all of the requested information at the agent position in response to the request; and

highlighting the presented subset of the presented information over the rest of the presented information.

5. The method of claim 1 wherein:

the step of receiving a request comprises the step of

receiving a request to display contents of a directory that includes a plurality of directory entries; and

the step of analyzing comprises the step of

analyzing the request within the context of with whom the agent is presently engaged and what the call is about, to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the call is about.

6. The method of claim 5 wherein:

the plurality of directory entries include entries for call center agents;

the method further comprises the step of

obtaining the present "free" or "not free" status of any agents whose entries are included in the subset of the directory entries which are most relevant to the monitored activities; and

the step of presenting comprises the steps of

displaying only the subset of the directory entries which are most relevant to the monitored activities, and

highlighting the displayed entries of any agents whose present status is "free".

7. The method of claim 1 wherein:

the step of receiving a request comprises the step of

receiving a request to display a list of a plurality of wrap up codes; and

the step of analyzing comprises the step of

analyzing the request within the context of the monitored activities to determine a wrap up code from the list which is most relevant to the monitored activities.

8. The method of claim 1 wherein:

the step of monitoring comprises the steps of

monitoring input from an agent at the agent position; and

monitoring information being displayed to the agent at the agent position.

9. The method of claim 8 wherein:

the step of monitoring comprises the step of

monitoring identity of a person who is presently connected to the agent position by a telephone call.

10. The method of claim 1 further comprising the steps of:

analyzing the monitored activities to determine whether non-requested information is relevant to the monitored activities; and

in response to determining that non-requested information is relevant to the monitored activities, giving an indication of the determination at the work position.

11. The method of claim 10 wherein:

the step of giving an indication comprises the step of

presenting the relevant non-requested information at the agent position.

12. The method of claim 10 wherein:

the step of giving an indication comprises the step of

prompting an agent at the agent position to request the relevant non-requested information.

13. The method of claim 10 wherein:

the step of giving an indication comprises the step of

prompting an agent at the agent position to request the relevant non-requested information from a person who is connected to the agent position by a telephone call.

14. The method of claim 1 further comprising the steps of:

receiving information pertaining to a telephone call that is connected to subject said agent position;

analyzing the received information within the context of the monitored activities to determine whether the call should be transferred to another agent position; and

in response to determining that the call should be transferred to another agent position, transferring the call to the other agent position.

15. The method of claim 14 wherein:

the step of transferring comprises the steps of

in response to determining that the call should be transferred to another agent position, giving an indication of the determination at the subject agent position;

receiving a call-transfer request without indication to where the call should be transferred; and

in response to the call-transfer request, transferring the call to the other agent position.

16. The method of claim 1 further comprising the steps of:

analyzing a work state of an agent at the agent position within the

context of the monitored activities to determine if the work state of the agent should

be changed; and

in response to determining that the work state of the agent should be changed, automatically changing the work state of the agent to a different work state.

17. A method of presenting information to a call center agent in a context-sensitive manner, comprising the steps of:

monitoring an agent'"'"'s input into an agent position and information being displayed to the agent at the agent position to determine with whom the agent is presently engaged in a telephone call and what the telephone call is about;

receiving a request from the agent to display, at the agent position, contents of a directory that includes a plurality of directory entries;

in response to the request, analyzing the request within a context of with whom the agent is presently engaged and what the telephone call is about, to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the telephone call is about; and

displaying only the subset of the directory entries at the agent position in response to the request.

18. The method of claim 17 wherein:

the step of receiving a request comprises the step of

receiving a request to display a list of a plurality of wrap up codes; and

the step of analyzing comprises the step of

analyzing the request within the context of the monitored activities to determine a wrap up code from the list which is most relevant to the monitored activities.

19. A method of presenting address directory information to a party to a communication in a context-sensitive manner, comprising the steps of:

determining with whom the party to the communication is presently engaged in the communication;

analyzing by machine contents of an address directory that includes a plurality of address directory entries to determine a subset of the address directory entries which are most relevant to who the party to the communication is presently engaged with and which excludes some of the address directory entries; and

presenting the subset of the address directory entries to the party to the communication.

20. The method of claim 19 further comprising the step of

determining present status of entities to whom correspond the address directory entries that are included in the subset of the address directory entries;

and

wherein

the step of presenting comprises the step of

presenting, to the party to the communication, the subset of the address directory entries along with the present status of the corresponding entities.

21. The method of claim 19 wherein:

the step of analyzing comprises the step of

analyzing by machine a previous-communications history of who the party to the communication is presently engaged with, to determine the subset of the address directory entries.

22. The method of claim 21 wherein:

the subset comprises the address directory entries of entities whom the previous-communications history identifies as having been parties to the previous communications.

23. An apparatus for presenting information at a call center agent position in a context-sensitive manner, comprising:

means for monitoring activities at an agent position of a call center, including monitoring with whom an agent at the agent position is presently engaged in a call and what the call is about;

a processor connected to the monitoring means and responsive to receiving a request for information from the agent position, for analyzing the request within a context of with whom the agent is presently engaged and what the call is about to determine a subset of the requested information, that excludes some of the requested information, which is most relevant to who the agent is presently engaged with and to what the call is about; and

means connected to the processor for presenting at least the subset of the requested information at the agent position in response to the request, including presenting the subset of the requested information in a manner that emphasizes the subset over the rest of the requested information.

24. The apparatus of claim 23 wherein:

the means for presenting comprise

means for displaying at least the subset of the requested information at the agent position.

25. The apparatus of claim 23 wherein:

the presenting means comprise

means for presenting only the subset of the requested information, without presenting the rest of the requested information, at the agent position in response to the request.

26. The apparatus of claim 23 wherein:

the presenting means comprise

means for presenting all of the requested information at the agent position in response to the request and highlighting the presented subset of the presented information over the rest of the presented information.

27. The apparatus of claim 23 wherein:

the analyzing means comprise

means responsive to receipt of a request to display contents of a directory that includes a plurality of directory entries, for analyzing the request within the context of with whom the agent is presently engaged and what the call is about to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the call is about.

28. The apparatus of claim 27 wherein:

the plurality of directory entries include entries for call center agents;

the apparatus further comprises

means for obtaining the present "free" or "not free" status of any agents whose entries are included in the subset of the directory entries which are most relevant to the monitored activities; and

the presenting means comprise

means for displaying only the subset of the directory entries which are most relevant to the monitored activities and highlighting the displayed entries of any agents whose present status is "free".

29. The apparatus of claim 23 wherein:

the analyzing means comprise

means responsive to receipt of a request to display a list of a plurality of wrap up codes, for analyzing the request within the context of the monitored activities to determine a wrap up code from the list which is most relevant to the monitored activities.

30. The apparatus of claim 23 wherein:

the monitoring means comprise

means for monitoring input from an agent at the agent position; and

means for monitoring information being displayed to the agent at the agent position.

31. The apparatus of claim 30 wherein:

the monitoring means monitor identity of a person who is presently connected to the agent position by a telephone call.

32. The apparatus of claim 23 wherein:

the analyzing means include

means for analyzing the monitored activities to determine whether non-requested information is relevant to the monitored activities; and

the presenting means comprise

means responsive to determining that non-requested information is relevant to the monitored activities, for giving an indication of the determination at the work position.

33. The apparatus of claim 32 wherein:

the means for giving an indication comprise

means for presenting the relevant non-requested information at the agent position.

34. The apparatus of claim 32 wherein:

the means for giving an indication comprise

means for prompting an agent at the agent position to request the relevant non-requested information.

35. The apparatus of claim 32 wherein:

the means for giving an indication comprise

means for prompting an agent at the agent position to request the

relevant non-requested information from a person who is connected to the agent

position by a telephone call.

36. The apparatus of claim 23 further comprising:

means for receiving information pertaining to a telephone call that is connected to subject said agent position;

wherein

the analyzing means include

means connected to the receiving means, for analyzing the received information within the context of the monitored activities to determine whether the call should be transferred to another agent position; and

the apparatus further comprising

means responsive to a determination that the call should be transferred to another agent position, for transferring the call to the other agent position.

37. The apparatus of claim 36 wherein:

the presenting means comprise

means responsive to the determination that the call should be transferred to another agent position, for giving an indication of the determination at the subject agent position; and

the transferring means comprise

means responsive to receipt of a call-transfer request without indication to where the call should be transferred, for transferring the call to the other agent position.

38. The apparatus of claim 23 wherein:

the analyzing means comprise

means for analyzing a work state of an agent at the agent position within the context of the monitored activities to determine if the work state of the agent should be changed, and in response to determining that the work state of the agent should be changed for automatically changing the work state of the agent to a different work state.

39. An apparatus for presenting information to a call center agent in a context-sensitive manner, comprising:

means for monitoring an agent'"'"'s input into an agent position and information being displayed to the agent at the agent position to determine with whom the agent is presently engaged in a telephone call and what the telephone call is about;

a processor connected to the monitoring means and responsive to receipt of a request from the agent to display at the agent position contents of a directory that includes a plurality of directory entries, for analyzing the request within a context of with whom the agent is presently engaged and what the telephone call is about, to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the telephone call is about; and

means connected to the processor, for displaying only the subset of the directory entries at the agent position in response to the request.

40. The apparatus of claim 39 wherein:

the analyzing means comprise

means responsive to receipt of a request to display a list of a plurality of wrap up codes, for analyzing the request within the context of the monitored activities to determine a wrap up code from the list which is most relevant to the monitored activities.

41. An apparatus for presenting address directory information to a party to a communication in a context-sensitive manner, comprising:

means for determining with whom the party to the communication is presently engaged in the communication;

means for analyzing contents of an address directory that includes a plurality of address directory entries to determine a subset of the address directory entries which are most relevant to who the party to the communication is presently engaged with and which excludes some of the address directory entries; and

presenting the subset of the address directory entries to the party to the communication.

42. The apparatus of claim 41 further comprising

means for determining present status of entities to whom correspond the address directory entries that are included in the subset of the address directory entries;

and wherein

the presenting means comprise

means for presenting, to the party to the communication, the subset of the address directory entries along with the present status of the corresponding entities.

43. The apparatus of claim 41 wherein:

the analyzing means include

means for analyzing a previous-communications history of who the party to the communication is presently engaged with, to determine the subset of the address directory entries.

44. The apparatus of claim 43 wherein:

the subset comprises the address directory entries of entities whom the previous-communications history identifies as having been parties to the previous communications.