Method and apparatus for determining agent availability based on level of uncompleted tasks
First Claim
1. A method of determining Busy/Available status for an agent at an agent station in a call center, comprising the steps of:
- (a) checking for an ongoing live network call at the agent station;
(b) checking an e-task queue at the agent station for uncompleted e-tasks; and
(c) determining that the agent is available only if there is no ongoing live network call, and the level of uncompleted e-tasks in the e-task queue is below a predetermined level.
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Accused Products
Abstract
A software routine for a multimedia-capable call center checks for active status of the telephone, active communication with clients via a computer station available to an agent, and the level of uncompleted tasks in a storage system adapted for listing tasks for an agent to complete, such as messages to answer. The software routine returns Agent Busy if there is an active network call or the level of uncompleted tasks is above a preset level, and Agent Available if there are no active network calls and the level of uncompleted tasks is at or below the preset level. The software routine is adapted to operate with call-center management software including Computer-Telephony Integrated (CTI) systems wherein CTI servers are connected to telephony switches to provide enhanced functionality.
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Citations
11 Claims
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1. A method of determining Busy/Available status for an agent at an agent station in a call center, comprising the steps of:
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(a) checking for an ongoing live network call at the agent station; (b) checking an e-task queue at the agent station for uncompleted e-tasks; and (c) determining that the agent is available only if there is no ongoing live network call, and the level of uncompleted e-tasks in the e-task queue is below a predetermined level. - View Dependent Claims (2)
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3. In a call center wherein agent tasks to be performed other than communication with clients are listed and monitored electronically, a method for determining an agent in a call center is either busy or available, comprising the steps of:
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(a) determining if the agent is engaged in a live network call; (b) presetting a comparison level for uncompleted tasks for the agent; and (c) determining that the agent is available only if the agent is not engaged in a live network call and the level of uncompleted tasks is below the preset comparison level. - View Dependent Claims (4)
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5. A telephony system adapted to accomplish agent-level routing, comprising:
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a router adapted for selecting a best-fit agent at an agent station for receiving an incoming call; and a call routine for determining if the best fit agent is available or busy; wherein the agent is determined to be available only if the agent is not involved in a live network call and a level of uncompleted tasks is below a preset comparison level. - View Dependent Claims (6, 7)
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8. A multimedia-capable call center, comprising:
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a telephony switch having a trunk line for receiving incoming calls and connected to telephones at agent stations; a computerized management system for operating the call center; computer stations with video display units (PC/VDUs) at individual ones of the agent stations, the PC/VDUs connected on a local area network (LAN) coupled to the telephony switch; a storage system wherein a task list is stored for an agent to complete, and wherein the level of uncompleted tasks is accessible to the management system; and a routine adapted for determining Busy/Available status for an agent; wherein the routine determines an agent as available only if the agent is not engaged in a live network call and the level of uncompleted tasks is below a preset level. - View Dependent Claims (9)
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10. A software routine for determining agent status in an agent-level routing system having an agent station equipped with a telephone and a computer station for communicating with clients, and a storage system for listing tasks for the agent station, the software routine comprising:
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a protocol for determining active status of the telephone; a protocol for checking for active communication with clients via the computer station; and a protocol for determining the level of uncompleted tasks in the storage system; wherein the software routine returns Agent Busy if there is an active network call or the level of uncompleted tasks is above a preset level, and Agent Available if there is no active network call and the level of uncompleted tasks is at or below the preset level. - View Dependent Claims (11)
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Specification