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Contact center and method for tracking and acting on one and done customer contacts

  • US 7,734,032 B1
  • Filed: 03/31/2004
  • Issued: 06/08/2010
  • Est. Priority Date: 03/31/2004
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • (a) a processor tracking, over a selected time period and for a set of agents servicing discrete real-time and non-real-time contacts from different customers, a number of discrete real-time and non-real-time contacts serviced by the set of agents that are related to at least one other discrete real-time and non-real-time contact, wherein two or more contacts are related when the contacts involve a common customer and at least one of a group consisting of a common subject matter and a common purpose;

    (b) the processor maintaining, for at least one of the agents, an indicator indicating at least one of a group consisting of (i) a number of discrete real-time and non-real-time contacts that are not related to one or more other discrete real-time and non-real-time contacts and (ii) a number of discrete real-time and non-real-time contacts that are related to one or more other discrete real-time and non-real-time contacts; and

    (c) using the indicator for at least one of the following purposes;

    (c1) evaluation, by the processor, of performance of the contact center and/or one or more agents; and

    (c2) determination, by the processor, of a routing destination for a selected currently pending contact.

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