Call center customer queue shortcut access code
First Claim
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.
26 Assignments
0 Petitions
Accused Products
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.
-
Citations
46 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
-
-
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. - View Dependent Claims (31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46)
-
Specification