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

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Patel, Labhesh, Eppel, Martin R., Tong, Aaron
• Primary Examiner(s): Nguyen; Quynh H
• Application Number:
  US11/133,933
• Publication Number:
  US 20060262921A1
• Time in Patent Office: 1,782 Days
• Field of Search: 379/265.01, 379/265.02, 379/266.01, 379/266.1, 379/309, 379/88.18, 379/201.01
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2203/552 Call annotations
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Claims

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, and

provide 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.

2. The computer-readable memory of claim 1 wherein the computer program comprises an interactive voice response (IVR) system.

3. 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, during the call, with a call session history listing each agent with whom the caller has interacted during the call;

provide the caller with a first option selectable via a graphical user interface, the option allowing the caller to request return to a previous agent whom the caller has interacted with during the call;

transfer the call to the previous agent responsive to selection of the first option by the caller followed by an approval provided by an agent or supervisor associated with a contact center; and

wherein the graphical user interface includes an annotation field associated with each agent listed in the call session history, the graphical user interface being configured to permit the caller to enter comments in the annotation field during the call; and

wherein the computer-readable memory encoded with the computer program for placing a control limit on the ability of the caller to execute the first option during the call.

4. The computer-readable memory of claim 3 wherein the computer program comprises an interactive voice response (IVR) system.

5. The computer-readable memory of claim 3 wherein the computer program is further operable to dynamically create an IVR prompt menu during the call based on a current status of the call session history.

6. The computer-readable memory of claim 5 wherein the IVR prompt menu includes a caller-invoked option to play a script that lists all agents with whom the caller has already spoken during the call.

7. A computer-readable memory encoded with a computer program for servicing a call from a caller at a contact center, when executed, the computer program operable to:

provide the caller with an interactive voice response (IVR) menu;

dynamically create a call session history script during the call that includes a listing of each agent with whom the caller has interacted during the call;

update the IVR menu during the call with the call session history script;

prompt the caller, during the call, with the call session history script and a menu option to request return to a previous agent whom the caller has interacted with during the call;

provide the caller with an option of annotating an interactive session with a particular agent during the call;

dynamically update the call session history script of the IVR menu following return of the caller to the previous agent; and

place a control limit on the ability of the caller to execute the option to request return to the previous agent whom the caller has interacted with during the call.