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Agent-enabled queue bypass to agent

  • US 8,855,292 B1
  • Filed: 09/08/2006
  • Issued: 10/07/2014
  • Est. Priority Date: 09/08/2006
  • Status: Active Grant
First Claim
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1. A method for servicing a contact, comprising:

  • receiving, by a processor, from a first human agent of a contact center, a queue bypass request for a first customer, wherein the queue bypass request authorizes the first customer to be placed at a head of a queue associated with the first human agent, wherein the queue bypass request is received without an associated failure of the first incoming contact;

    in response to receiving the queue bypass request, retrieving, by the processor, a set of data structures associated with the first customer, wherein the set of data structures includes an address for each of two or more communication devices associated with the first customer; and

    updating, by the processor, the set of data structures with the queue bypass request to indicate that the first customer is authorized, by the first human agent, to be placed at the head of the queue associated with the first human agent, when the first customer again contacts the contact center.

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