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System and method for return to agents during a contact center session

  • US 7,693,274 B2
  • Filed: 05/20/2005
  • Issued: 04/06/2010
  • Est. Priority Date: 05/20/2005
  • Status: Active Grant
First Claim
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1. A computer-readable memory encoded with a computer program for servicing a call from a caller, when executed, the computer program operable to:

  • provide the caller with a call session history listing each agent with whom the caller has interacted with during the call;

    invoke an application that provides a user interface on a device of the caller;

    provide the caller with a first option to return to a previous agent whom the caller has interacted with during the call, the option being selectable via the user interface, andprovide the caller with a second option of annotating an interactive session with a particular agent during the call; and

    wherein the computer program is executed on a processor of an automatic call distributor (ACD) for placing a control limit on the ability of the caller to execute the first option during the call.

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