Context recovery for call center agents
First Claim
Patent Images
1. A method of processing calls in a call center wherein a caller'"'"'s matter is first handled by a first agent and is subsequently handled by a second agent, the method comprising the steps of:
- upon receipt of an incoming communication, creating a voice recording of at least part of that portion of the caller'"'"'s matter handled by the first agent;
providing the second agent with an opportunity to play back the voice recording prior to the second agent handling said caller'"'"'s matter, said caller being temporarily placed on hold if the second agent plays back the voice recording;
upon a subsequent handling of the call by the second agent, receiving, by the second agent an indication of the voice recording;
connecting the second agent to said caller on hold following the second agent listening to at least a portion of the voice recording;
playing a recorded message to said caller while said caller is temporarily on hold, the recorded message comprising an indication that the second agent is playing back the voice recording;
designating the call as a transferred call prior to transfer to the second agent;
prior to transferring the call to the second agent, waiting for the first agent to update an interaction record with a description of the content of the call between the first agent and said caller;
receiving, from the first agent, the interaction record prior to permitting the first agent to move onto another call or permitting the second agent to respond to said caller; and
during playing of the recorded message, providing an opportunity for the second agent to review the voice recording and the interaction record while said caller continues receiving the recorded message.
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Accused Products
Abstract
A call center processes calls in such a way that a caller'"'"'s matter is first handled by a first agent and is subsequently handled by a second agent. The call center creates a voice recording of at least part of that portion of the caller'"'"'s matter handled by the first agent. Subsequently, the second agent is given an opportunity to play back the voice recording prior to the second agent handling the caller'"'"'s matter. In this way, the caller is not required to repeat the same information to both the first and second agents.
37 Citations
18 Claims
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1. A method of processing calls in a call center wherein a caller'"'"'s matter is first handled by a first agent and is subsequently handled by a second agent, the method comprising the steps of:
- upon receipt of an incoming communication, creating a voice recording of at least part of that portion of the caller'"'"'s matter handled by the first agent;
providing the second agent with an opportunity to play back the voice recording prior to the second agent handling said caller'"'"'s matter, said caller being temporarily placed on hold if the second agent plays back the voice recording; upon a subsequent handling of the call by the second agent, receiving, by the second agent an indication of the voice recording;
connecting the second agent to said caller on hold following the second agent listening to at least a portion of the voice recording;
playing a recorded message to said caller while said caller is temporarily on hold, the recorded message comprising an indication that the second agent is playing back the voice recording;designating the call as a transferred call prior to transfer to the second agent;
prior to transferring the call to the second agent, waiting for the first agent to update an interaction record with a description of the content of the call between the first agent and said caller;receiving, from the first agent, the interaction record prior to permitting the first agent to move onto another call or permitting the second agent to respond to said caller; and
during playing of the recorded message, providing an opportunity for the second agent to review the voice recording and the interaction record while said caller continues receiving the recorded message. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 17, 18)
- upon receipt of an incoming communication, creating a voice recording of at least part of that portion of the caller'"'"'s matter handled by the first agent;
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11. An apparatus for processing calls in a call center wherein a caller'"'"'s matter is first handled by a first agent and is subsequently handled by a second agent, the apparatus comprising a processor-based voice recorder operative to record at least part of that portion of said caller'"'"'s matter handled by the first agent;
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and to provide the second agent with an opportunity to play back the voice recording prior to the second agent handling said caller'"'"'s matter, the apparatus further operable to;
indicate to the second agent to the existence of the voice recording;to place said caller temporarily on hold if the second agent plays back the voice recording, the telephone interface further configured to play a recorded message to said caller while said caller is temporarily on hold, the recorded message comprising an indication that the second agent is playing back the voice recording; to connect the second agent to said caller on hold following the second agent listening to at least a portion of the voice recording;
designate the call as a transferred call prior to transfer to the second agent;
prior to transferring the call to the second agent, wait for the first agent to update an interaction record with a description of the content of the call between the first agent and said caller;to receive, from the first agent, the interaction record prior to permitting the first agent to move onto another call or permitting the second agent to respond to said caller; and
during playing of the recorded message, provide an opportunity for the second agent to review the voice recording and the interaction record while said caller continues receiving the recorded message. - View Dependent Claims (12, 13)
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14. A call center wherein a caller'"'"'s matter is first handled by a first agent and is subsequently handled by a second agent, the call center comprising:
- a network;
a plurality of agent terminals connected to the network;a processor connected to the network, the processor operative to record at least part of that portion of said caller'"'"'s matter handled by the first agent and to provide the second agent with an opportunity to play back the voice recording prior to the second agent handling said the caller'"'"'s matter; a memory connected to the network, the memory operative to store the voice recording;
an indicator to alert the second agent to the existence of the voice recording;
a telephony interface for placing said caller temporarily on hold if the second agent plays back the voice recording, the telephone interface further configured to play a recorded message to said caller while said caller is temporarily on hold, the recorded message comprising an indication that the second agent is playing back the voice recording;the telephone interface connecting the second agent to said caller on hold following the second agent listening to at least a portion of the voice recording the telephony interface further configured to;
designate the call as a transferred call prior to transfer to the second agent;
prior to transferring the call to the second agent, wait for the first agent to update an interaction record with a description of the content of the call between the first agent and said caller;receive, from the first agent, the interaction record prior to permitting the first agent to move onto another call or permitting the second agent to respond to said caller; and
during playing of the recorded message, provide an opportunity for the second agent to review the voice recording and the interaction record while said caller continues receiving the recorded message. - View Dependent Claims (15, 16)
- a network;
Specification