Method and system for management of queues in contact centers
First Claim
1. A method of managing contacts within a contact center, the method comprising:
- receiving a contact;
assigning a plurality of skill set identifiers to the contact;
determining if the contact can be serviced by multiple agents;
routing the contact to a first agent of the multiple agents having at least one of the plurality of skill set identifiers and commencing a contact session;
identifying another agent of the multiple agents having another of the plurality of skill set identifiers; and
determining if the another agent of the multiple agents should be conferenced into the contact session.
17 Assignments
0 Petitions
Accused Products
Abstract
Contacts are managed within a contact center by associating each contact with one or more skill set and priority identifiers. The contacts may be represented as a software object. Contact (or contact objects) may be queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. For those contacts having multiple skill sets, a process and a system is disclosed wherein the multiple skill sets of the contact are serviced by multiple agents to provide a 1 to N process. The customer may be given the option to have each additional agent conference into a contact session thereby reducing the customer'"'"'s overall wait time for the contact to be serviced. The process and system also may include identifying contact objects having prerequisites and routing those contact objects to an agent having one of the prerequisites. The process and system also allows a group of related contacts to be serviced by one or more agents in an M to 1 or M to N fashion. This is accomplished in part by determining if the contact has a common identifier associating the contact with a larger group and routing the contact to an agent or agents supporting contacts having the common identifier.
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Citations
25 Claims
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1. A method of managing contacts within a contact center, the method comprising:
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receiving a contact; assigning a plurality of skill set identifiers to the contact; determining if the contact can be serviced by multiple agents; routing the contact to a first agent of the multiple agents having at least one of the plurality of skill set identifiers and commencing a contact session; identifying another agent of the multiple agents having another of the plurality of skill set identifiers; and determining if the another agent of the multiple agents should be conferenced into the contact session. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system of managing contacts within a contact center, the system comprising:
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a network interface for receiving a contact; and a contact manager, the contact manager; assigning a plurality of skill set identifiers to the contact; determining if the contact can be serviced by multiple agents; routing the contact to a first agent of the multiple agents having at least one of the plurality of skill set identifiers to commence a contact session; identifying another agent of the multiple agents having another of the plurality of skill set identifiers; and determining if the another agent of the multiple agents should be conferenced into the contact session. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A storage medium storing a computer program which when executed by a processing unit performs a method for managing contacts within a contact center, the method comprising:
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receiving a contact; assigning a plurality of skill set identifiers to the contact; determining if the contact can be serviced by multiple agents; routing the contact to a first of the multiple agents having at least one of the plurality of skill set identifiers and commencing a contact session; identifying another of the multiple agents having another of the plurality of skill set identifiers; and determining if the another of the multiple agents should be conferenced into the contact session. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22)
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23. A method of managing contacts, the method comprising:
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receiving a contact; determining if the contact has a common identifier associating the contact with a larger group; routing the contact associated with the common identifier to an agent; identifying additional contacts having the common identifier; routing the additional contacts having the common identifier to the agent; and commencing a group contact session. - View Dependent Claims (24, 25)
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Specification