Agent status viewing system and method

• US 6,651,085 B1
• Filed: 07/17/2000
• Issued: 11/18/2003
• Est. Priority Date: 07/17/2000
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Woods, Paul R.
• Primary Examiner(s): Harrell, Robert B.
• Application Number:
  US09/617,331
• Time in Patent Office: 1,219 Days
• Field of Search: 709/200, 709/203, 709/223, 709/224
• US Class Current: 709/203
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

A system for notifying and updating status of selected customer agent includes a customer computer, a computer network, and a customer contact processing computer. The customer contact processing computer is coupled to the customer computer by the computer network. The customer contact processing computer includes a storage unit to store a status indication for each agent. The customer contact processing computer is responsive to an input from the customer computer over the computer network, which corresponds to a selection of at least one of the agents by a customer computer. The customer contact processing computer transmits over the computer network the status indication for the selected agents from the storage unit to the customer computer. The customer contact processing computer updates the status indication transmitted to the customer computer for the agents from time to time.

Claims

1. A method, comprising:

operating a first computer configured to store a status indication for each of a number of different agents at a customer contact processing center, the first computer being coupled to a second computer by a computer network, the second computer being remotely located relative to the first computer at a customer site;

receiving from the second computer an input corresponding to a selection of at least one of the agents by a customer at the customer site;

providing the status indication for the at least one of the agents from the first computer to the second computer; and

automatically updating the status indication provided to the second computer for the at least one of the agents from time to time in response to said receiving.

2. The method of claim 1, further comprising changing the status indication during said automatically updating.

3. The method of claim 2, further comprising establishing communication between the at least one of the agents and a customer in response to said changing the status indication.

4. The method of claim 1, further comprising providing the customer a listing of the agents from which to make the selection.

5. The method of claim 4, further comprising searching by the customer for the at least one of the agents from the listing before making the selection.

6. The method of claim 1, wherein said providing includes displaying a web page that contains the status indication for the at least one of the agents on the second computer while permitting the customer to view other web pages on the computer network, and the computer network includes the internet.

7. The method of claim 1, further comprising notifying the at least one of the agents that the customer is receiving the status indication.

8. The method of claim 1, further comprising changing the rate of said automatically updating.

9. The method of claim 1, further comprising setting a rate for said automatically updating.

10. The method of claim 1, wherein the status indication indicates that the at least one of the agents is communicating over a first medium, and further comprising initiating communication with the at least one of the agents over a second medium.

11. The method of claim 1, further comprising maintaining a list of customers permitted access to the status indication of the agents.

12. The method of claim 1, further comprising:

receiving an agent-selected status from each of the number of different agents;

monitoring a phone line status of each of the number of different agents; and

determining the status indication for each of the number of different agents from the agent-selected status and the phone line status.

13. The method of claim 1, wherein the status indication relates to agent availability.

14. The method of claim 1, wherein the status indication relates to at least one of agent on phone, agent in a meeting, or agent out of office.

15. The method of claim 1, further comprising:

changing the status indication during said automatically updating;

establishing communication between the at least one of the agents and a customer in response to said changing; and

wherein said providing includes displaying a web page that contains the status indication for the at least one of the agents on the second computer while permitting the customer to view other web pages on the computer-network, and the computer network includes the internet.

16. A system, comprising:

a customer computer;

a computer network;

a customer contact processing computer coupled to said customer computer by said computer network, said customer contact processing computer including a storage unit to store a status indication for individual agents, said customer contact processing computer being responsive to an input from said customer computer over said computer network corresponding to a selection of at least one of said agents by a customer operating said customer computer to transmit over said computer network said status indication for said at least one of said agents from said storage unit to said customer computer; and

wherein said customer contact processing computer automatically updates said status indication transmitted to said customer computer for said at least one of said agents from time to time.

17. The system of claim 16, wherein said computer network includes a local area network.

18. The system of claim 17, wherein said computer network includes the internet.

19. The apparatus of claim 16, wherein said customer contact processing computer enables communication between said at least one of said agents and said customer.

20. The apparatus of claim 16, wherein said customer contact processing computer notifies said at least one of said agents that said customer is receiving said indicated status.

21. The apparatus of claim 16, wherein said customer contact processing computer maintains a list of customers permitted access to said status indication of said agents.

22. The apparatus of claim 16, wherein said customer contact processing computer receives an agent-selected status from each of said number of different agents, monitors a phone line status of each of said number of different agents, and determines said status indication for each of said number of different agents from said agent-selected status and said phone line status.

23. An apparatus, comprising:

means for storing the status indication for each of a number of different agents at a customer con tact processing center;

means for receiving across a computer network an input corresponding to a selection of at least one of said agents by a customer from a computer remotely located at a customer site;

means for providing said status indication for said at least one of said agents from said means for storing to said computer located at said customer site; and

means for automatically updating said status indication provided to said second computer for said at least one of said agents from time to time.

24. The apparatus of claim 23, further comprising:

means for receiving an agent-selected status from each of said number of different agents;

means for monitoring a phone line status of each of said number of different agents;

means for determining said status indication for each said number of different agents from said agent-selected status and said phone line status; and

means for maintaining a list of customers permitted access to said status indication of said agents.

25. The apparatus of claim 23, further comprising:

means for enabling communication between said at least one of said agents and said customer;

means for displaying a web page that contains said status indication for said at least one of said agents on said second computer while permitting said customer to view other web pages on said computer network; and

means for notifying said at least one of said agents that said customer is receiving said indicated status.

26. An apparatus, comprising:

a computer readable device encoded with a program executable by a first computer for a customer contact processing center which communicates over a computer network to maintain a status indication for each of a number of different agents at the customer contact processing center and receive over said computer network an input corresponding to a selection of at least one of said agents by a customer on a second computer located at a remote customer site, said program being further executable by said first computer to provide over said computer network said status indication for said at least one of said agents to said second computer in response to said selection; and

wherein said program is further executable by said first computer to automatically update said status indication provided to said second computer for said at least one of said agents from time to time.

27. The apparatus of claim 26, wherein said program is further executable by said first computer to notify said at least one of said agents that said customer is receiving said status indication.

28. The apparatus of claim 26, wherein said program is further executable by said first computer to enable communication between said agents and said customer.

29. The apparatus of claim 26, wherein said program is further executable by said first computer to maintain a list of customers permitted access to said status indication of said agents.