Call duration alert
First Claim
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1. A method for servicing a contact, comprising:
- (a) receiving, in a contact center, a contact from a customer;
(b) directing the contact to a human agent associated with the contact center for servicing;
(c) tracking a service time required by the human agent to service the contact; and
(d) notifying the agent of the tracked service time(e) notifying the agent of the tracked service time, when the service time at least one of equals and exceeds a selected first threshold; and
(f) notifying the agent and the agent'"'"'s supervisor when the service time at least one of equals and exceeds a selected second threshold different from the selected first threshold.
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Accused Products
Abstract
A contact center for servicing a contact is provided that includes (a) an input operable to receive a contact from a customer; (b) a selection function 26 operable to direct the contact to a human agent associated with the contact center for servicing; and (c) a contact monitor 62 operable (a) to track a service time required by the human agent to service the contact and (b), when the service time at least one of equals and exceeds a selected first threshold, notify the agent that the selected first threshold has been at least one of equaled and exceeded.
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Citations
25 Claims
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1. A method for servicing a contact, comprising:
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(a) receiving, in a contact center, a contact from a customer; (b) directing the contact to a human agent associated with the contact center for servicing; (c) tracking a service time required by the human agent to service the contact; and (d) notifying the agent of the tracked service time (e) notifying the agent of the tracked service time, when the service time at least one of equals and exceeds a selected first threshold; and (f) notifying the agent and the agent'"'"'s supervisor when the service time at least one of equals and exceeds a selected second threshold different from the selected first threshold. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 18, 19, 20, 21)
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10. A contact center for servicing a contact, comprising:
- a contact monitor operable (a) to track a service time required, by a human agent associated with the contact center, to service a customer contact;
(b) notify the agent of the tracked service time when the service time at least one of equals and exceeds a selected first threshold and (d) notify the agent and the agent'"'"'s supervisor when the tracked service time at least one of equals and exceeds a selected second threshold different from the selected first threshold. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 22, 23, 24, 25)
- a contact monitor operable (a) to track a service time required, by a human agent associated with the contact center, to service a customer contact;
Specification