Call center system for multiple transaction selections

• US 8,068,596 B2
• Filed: 10/20/2009
• Issued: 11/29/2011
• Est. Priority Date: 02/04/2005
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Mitra, Saikat
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US12/582,076
• Publication Number:
  US 20100040221A1
• Time in Patent Office: 770 Days
• Field of Search: 379/265.01, 379/265.05, 705/40
• US Class Current: 379/265.01
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: H04M 3/5133 Operator terminal details

Abstract

A method includes displaying a transaction menu that includes multiple selectable call center agent transactions. A plurality of selected transactions are ordered into a list of selected transactions based on a first business rule. The list of selected transactions includes an indicator of a status of each of the selected transactions and the list is separated into a first group of completed transactions and a second group of uncompleted transactions. A selection of an additional transaction is received after initiation of one of the selected transactions but before completion of all of the selected transactions. An updated second group of uncompleted transactions, including the additional transaction, is ordered in a second order based on a second business rule.

Claims

1. A non-transitory computer-readable storage medium comprising computer-readable program code to cause a computer system to:

display a transaction menu that includes multiple selectable call center agent transactions;

order a plurality of transactions selected from the transaction menu into a list of selected transactions, wherein the list of selected transactions is ordered based on a first business rule;

display the list of selected transactions, the list including an indicator of a status of each of the selected transactions and the list separated into a first group of completed transactions and a second group of uncompleted transactions;

receive a selection of at least one additional transaction from the transaction menu after initiation of one of the selected transactions but before completion of all of the selected transactions, wherein the second group of uncompleted transactions is ordered in a first order upon receipt of the selection of the at least one additional transaction from the transaction menu;

update the second group of uncompleted transactions to include the at least one additional transaction, wherein the updated second group of uncompleted transactions is ordered in a second order based on a second business rule; and

display an updated list of selected transactions that is separated into the first group of completed transactions and the updated second group of uncompleted transactions.

2. The non-transitory computer-readable storage medium of claim 1, wherein the first business rule is different from the second business rule.

3. The non-transitory computer-readable storage medium of claim 2, wherein the second order is different from the first order.

4. The non-transitory computer-readable storage medium of claim 1, wherein the first business rule is the same as the second business rule.

5. The non-transitory computer-readable storage medium of claim 1, wherein the transaction menu includes one or more billing transactions, one or more collections transactions, one or more ordering transactions, one or more repair transactions, one or more account maintenance transactions, or any combination thereof.

6. The non-transitory computer-readable storage medium of claim 1, wherein the second group is ordered to improve a handle time for customer contact.

7. The non-transitory computer-readable storage medium of claim 1, wherein the second group is ordered to improve an average handle time for customer contact based on at least one business rule.

8. The non-transitory computer-readable storage medium of claim 1, wherein the first group is highlighted on a screen of a display to distinguish the first group from the second group.

9. The non-transitory computer-readable storage medium of claim 1, further comprising computer-readable program code to cause the computer system to receive at least one entry characterizing an emotional state of a caller.

10. The non-transitory computer-readable storage medium of claim 1, further comprising computer-readable program code to cause the computer system to launch a next selected transaction in the second group when a particular selected transaction is completed.

11. A method comprising:

displaying, on a screen coupled to a computer system, a transaction menu that includes multiple selectable call center agent transactions;

using the computer system to order a plurality of transactions selected from the transaction menu into a list of selected transactions, wherein the list of selected transactions is ordered based on a first business rule;

displaying, on the screen coupled to the computer system, the list of selected transactions, the list including an indicator of a status of each of the selected transactions and the list separated into a first group of completed transactions and a second group of uncompleted transactions;

receiving, at the computer system, a selection of at least one additional transaction from the transaction menu after initiation of one of the selected transactions but before completion of all of the selected transactions, wherein the second group of uncompleted transactions is ordered in a first order upon receipt of the selection of the at least one additional transaction from the transaction menu;

using the computer system to update the second group of uncompleted transactions to include the at least one additional transaction, wherein the updated second group of uncompleted transactions is ordered in a second order based on a second business rule; and

displaying, on the screen coupled to the computer system, an updated list of selected transactions that is separated into the first group of completed transactions and the updated second group of uncompleted transactions.

12. The method of claim 11, wherein the first business rule is different from the second business rule.

13. The method of claim 12, wherein the second order is different from the first order.

14. The method of claim 11, wherein the first business rule is the same as the second business rule.

15. The method of claim 11, wherein the second group is ordered based on at least one business rule.

16. The method of claim 11, wherein the transaction menu includes one or more billing transactions, one or more collections transactions, one or more ordering transactions, one or more repair transactions, one or more account maintenance transactions, or any combination thereof.

17. The method of claim 11, wherein the second group is ordered based on a handle time for customer contact.

18. The method of claim 11, wherein the second group is ordered based on an average handle time for customer contact.

19. The method of claim 11, further comprising receiving, at the computer system, at least one entry characterizing a state of a caller.

20. The method of claim 11, further comprising launching a next selected transaction in the second group after a particular selected transaction is completed.