Call center customer queue shortcut access code

• US 8,472,612 B1
• Filed: 01/29/2004
• Issued: 06/25/2013
• Est. Priority Date: 01/29/2004
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Goringe, Chris, Krumm-Heller, Alex M., Runcie, Peter D., Smith, Melanie L., Green, Alan
• Primary Examiner(s): ZENATI, AMAL S
• Application Number:
  US10/768,894
• Time in Patent Office: 3,435 Days
• Field of Search: 379/266.01, 379/265.01, 379/265.02, 379/309, 379/266.06, 379/265.13, 379/266.03
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2203/6081 Service authorization mechanisms
• CPC Class Codes: H04M 3/42187 Lines and connections with preferential service
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

An improved system and method that allows a customer waiting, for example, in a call center queue to leave contact information, a preferred callback time frame and drop out of the queue. The system and method computes a priority access code and a time frame when its use is valid that coincides with the preferred callback time frame of the call center or customer service department, etc. In response to the request for a priority access code to use when the customer calls back, the system and method sends the customer a callback message including the priority access code and time frame when its use is valid. During the time frame the priority access code is valid, the customer contacts the call center for example by calling back or by initiating a web chat, etc., re-enters the queue and uses the priority access code. This allows the customer to enter a general queue at their convenience and at a higher priority or go straight to the head of the general queue. Alternatively, the customer may enter a callback queue, which already has a higher priority than the general queue.

Claims

1. A method for servicing contacts in a contact center, comprising:

(a) providing at least one queue comprising a plurality of enqueued contacts, the at least one queue being serviced by at least one resource;

(b) selecting at least a first enqueued contact of the plurality of enqueued contacts, the at least a first enqueued contact having a corresponding first queue position in the at least one queue and being associated with a first customer;

(c) upon the occurrence of a selected event, assigning an access code to the at least a first enqueued contact;

wherein the selected event is at least one of a selected queue occupancy level and a selected projected wait time; and

(d) after the first enqueued contact is disconnected, receiving, from the first customer, the access code, wherein, when the access code is received from the first customer, the first customer can receive a second queue position that is one of (di) the same as the first queue position, (dii) closer to the head of the at least one queue than the first queue position, and (diii) in a higher priority queue than the at least one queue containing the first enqueued contact and wherein at least one of the following is true of the access code;

(D1) the access code is provided to the first customer after call disconnection when a placeholder having the first queue position advances to a selected queue position different than the first queue position, and (D2) the access code is one of a plurality of access codes and the access code is valid only for a specified communication medium, and wherein other access codes in the plurality of access codes are used for differing communication media.

2. The method of claim 1, wherein the access code is not activated until expiration of an estimated wait time.

3. The method of claim 2, further comprising:

(e) determining an estimated wait time for the first enqueued contact; and

(f) activating the access code no earlier than the expiration of the estimated wait time.

4. The method of claim 1, wherein the access code is valid for only one queue in the at least one queue, with a different queue in the at least one queue having a different access code.

5. The method of claim 4, wherein the at least one queue comprises a plurality of different queues, wherein the access code is valid for a first queue of the plurality of queues and not with a second queue of the plurality of queues, and wherein a second different access code is valid for the second queue.

6. The method of claim 1, wherein (D1) is true.

7. The method of claim 6, wherein, following disconnection of the first enqueued contact, a placeholder associated with the first customer in the first queue position is advanced towards a head of the at least one queue as if the first enqueued contact were still connected and wherein the second queue position is a position of the placeholder when the later contact is received.

8. The method of claim 7, further comprising:

(e) providing the access code to the first customer after the first enqueued contact is disconnected, wherein the access code is provided only when the placeholder reaches a specified queue position in the at least one queue.

9. The method of claim 8, wherein the access code is provided to the first customer, after disconnection of the first enqueued contact, on a different communication medium than the communication medium used for the first enqueued contact.

10. The method of claim 9, further comprising:

(f) receiving from the first customer a selected type of medium for the providing step.

11. The method of claim 9, further comprising:

(f) receiving a name of the first customer and one or more of a telephone number of the first customer, an email address of the first customer, a facsimile number of the first customer, a pager number of the first customer, and a text messaging address of the first customer, the access code being provided, after a selected time following disconnection of the first enqueued contact, to the text messaging address.

12. The method of claim 1, wherein (D2) is true.

13. The method of claim 1, further comprising:

(e) comparing the at least one of a queue occupancy level and a queue wait time to a selected threshold;

(f) when the at least one of a queue occupancy level and queue wait time exceeds the selected threshold, performing step (d); and

(g) when the at least one of a queue occupancy level and queue wait time is less than the selected threshold, not performing step (d).

14. The method of claim 12, wherein the first enqueued contact is one of a telephone call, email, instant message, facsimile, and web chat and wherein the access code is valid only for the one of a telephone call, email, instant message, facsimile, and web chat and not for another of the one of a telephone call, email, instant message, facsimile, and web chat.

15. The method of claim 13, further comprising:

(e) when the at least one of a queue occupancy level and queue wait time exceeds the selected threshold, prompting the first customer whether the first customer would terminate the first enqueued contact in exchange for the access code but not prompting the first customer when the at least one of a queue occupancy level and wait time fails to exceed the selected threshold.

16. The method of claim 15, further comprising:

(f) when the first customer elects to terminate the first enqueued contact, performing step (d), and

(g) when the first customer does not elect to terminate the first enqueued contact, not performing step (d).

17. The method of claim 1, wherein the first queue position is in the first queue and the second queue position is in a second different queue.

18. The method of claim 1, further comprising:

(e) receiving from the first customer a desirable time for recontacting the contact center; and

(f) determining whether the desirable time is acceptable for the contact center; and

(g) when the desirable time is acceptable, providing the access code to the first customer, the access code being valid for the desirable time.

19. The method of claim 1 further comprising:

(e) assigning a time to live to the access code, wherein the access code is invalid after expiration of the time to live.

20. The method of claim 1, further comprising:

(e) storing, after the assigning step, the access code, a time stamp associated with the access code, and at least one of a telephone number and address associated with the first customer.

21. The method of claim 1, wherein the at least one queue comprises at least a first queue and a second queue, each of the first queue and second queue having a limit on the number of access codes, during a selected time interval, that may be used by a customer to bypass enqueued contacts.

22. The method of claim 1, wherein the at least one queue comprises at least a first queue and a second queue, wherein an access code assigned for the first queue cannot be used by a customer for the second queue.

23. The method of claim 1, wherein the access code is valid only for a specified type of communication medium and not for other types of communication media and wherein a time period of validity of the access code corresponds to a time frame in which the contact center is historically not busy.

24. The method of claim 1, wherein (di) is true and further comprising the step of:

(e) prompting the first customer to record contact information by selecting from options regarding how to send a message providing instructions for recontacting the contact center.

25. The method of claim 1, further comprising:

(e) when the later contact from the first customer is received, comparing the first queue position with a third queue position, the third queue position being the queue position the later contact would be entitled to receive in the absence of the access code and applying the following rules;

(E1) when the third queue position is less advanced towards a head of the at least one queue than the first queue position, the first and second queue positions are the same; and

(E2) when the third queue position is more advanced towards the head of the at least one queue than the first queue position, the second and third queue positions are the same.

26. The method of claim 1, further comprising:

(e) when the later contact from the first customer is received, comparing a first wait time with a second wait time, the first wait time being associated with the first enqueued contact and the second wait time being associated with the later contact in the absence of the access code and applying the following rules;

(E1) when the first wait time is longer than the second wait time, selecting the second queue position to have a wait time less than or equal to the second wait time; and

(E2) when the first wait time is shorter than the second wait time, selecting the second queue position to have a wait time less than or equal to the first wait time.

27. The method of claim 1, wherein (diii) is true.

28. The method of claim 27, wherein the access code is at least one of a telephone number and an address and wherein (dii) is true.

29. A non-transitory computer readable medium encoded with processor executable instructions that, when executed, perform the steps of claim 1.

30. A contact center, comprising:

(a) at least one queue comprising a plurality of enqueued contacts;

(b) at least one resource operable to service the at least one queue; and

(c) an access code agent operable to;

(C1) select at least a first enqueued contact of the plurality of enqueued contacts, the at least a first enqueued contact having a corresponding first queue position in the at least one queue and being associated with a first customer, (C2) assign an access code to the at least a first enqueued contact, wherein the access code is valid only upon occurrence of a selected event, wherein the selected event is at least one of a expiration of a contact center selected time, expiration of a customer selected time, and advancement of a placeholder associated with the first enqueued contact to a selected queue position; and

(C3), after the first enqueued contact is disconnected, receive, from the first customer, the access code, wherein, when the access code is received from the first customer in a later contact, the first customer can receive a second queue position that is one of (i) the same as the first queue position;

(ii) closer to the head of the at least one queue than the first queue position; and

(iii) in a second queue different from the queue containing the first queue position, and wherein at least one of the following is true of the access code;

(1) the access code is provided to the first customer after call disconnection when a placeholder having the first queue position advances to a selected queue position different than the first queue position, and (2) the access code is valid only for a specified communication medium, with differing access codes being used for differing communication media.

31. The contact center of claim 30, wherein the access code is not activated until expiration of an estimated wait time.

32. The contact center of claim 31, wherein the access code agent is further operable to:

determine an estimated wait time for the first enqueued contact; and

activate the access code no earlier than the expiration of the estimated wait time.

33. The contact center of claim 30, wherein the access code is valid for only one queue, with different queues having different access codes.

34. The contact center of claim 33, wherein the at least one queue comprises a plurality of different queues, wherein the access code is valid for a first queue of the plurality of queues and not with a second queue of the plurality of queues, and wherein a second different access code is valid for the second queue.

35. The contact center of claim 30, wherein (1) is true.

36. The contact center of claim 35, wherein, following disconnection of the first enqueued contact, a placeholder associated with the first customer in the first queue position is advanced towards a head of the at least one queue as if the first enqueued contact were still connected and wherein the second queue position is a position of the placeholder when the later contact is received.

37. The contact center of claim 36, wherein the access code agent is further operable to provide the access code to the first customer after the first enqueued contact is disconnected, wherein the access code is provided only when the placeholder reaches a specified queue position in the at least one queue.

38. The contact center of claim 37, wherein the access code is provided to the first customer, after disconnection of the first enqueued contact, on a different communication medium than the communication medium used for the first enqueued contact.

39. The contact center of claim 38, wherein the access code agent is further operable to receive from the first customer a selected type of medium for the providing step.

40. The contact center of claim 39, wherein the access code agent is further operable to receive a name of the first customer and one or more of a telephone number of the first customer, an email address of the first customer, a facsimile number of the first customer, a pager number of the first customer, and a text messaging address of the first customer, the access code being provided, after a selected time following disconnection of the first enqueued contact, to the text messaging address.

41. The contact center of claim 30, wherein (2) is true.

42. The contact center of claim 30, wherein the access code is assigned only upon occurrence of a contact center state, wherein the contact center state is at least one of a queue occupancy level and a queue wait time, and wherein the access code agent is further operable to (4) compare at least one of a queue occupancy level and a queue wait time to a selected threshold;

(5) when the at least one of a queue occupancy level and queue wait time exceeds the selected threshold, perform function (3); and

(6) when the at least one of a queue occupancy level and queue wait time is less than the selected threshold, not perform function (3).

43. The contact center of claim 30, wherein the first enqueued contact is one of a telephone call, email, instant message, facsimile, and web chat and wherein the access code is valid only for the one of a telephone call, email, instant message, facsimile, and web chat and not for another of the one of a telephone call, email, instant message, facsimile, and web chat.

44. The contact center of claim 30, wherein the agent is further operable to determine an estimated wait time for the first enqueued contact and activate the access code no earlier than the expiration of the estimated wait time.

45. The contact center of claim 30, wherein the agent is further operable to, when the later contact from the first customer is received, compare the first queue position with a third queue position, the third queue position being the queue position the later contact would be entitled to receive in the absence of the access code and apply the following rules:

when the third queue position is less advanced towards a head of the at least one queue than the first queue position, the first and second queue positions are the same; and

when the third queue position is more advanced towards the head of the at least one queue than the first queue position, the second and third queue positions are the same.

46. The contact center of claim 30, wherein the agent is further operable to (4) when the later contact from the first customer is received, compare a first wait time with a second wait time, the first wait time being associated with the first enqueued contact and the second wait time being associated with the later contact in the absence of the access code and (5) apply the following rules:

when the first wait time is longer than the second wait time, selecting the second queue position to have a wait time less than or equal to the second wait time; and

when the first wait time is shorter than the second wait time, selecting the second queue position to have a wait time less than or equal to the first wait time.