Method for providing support services using consumer selected specialists and specialist ratings

• US 9,172,806 B2
• Filed: 09/22/2014
• Issued: 10/27/2015
• Est. Priority Date: 01/03/2012
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D.
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US14/493,204
• Publication Number:
  US 20150010139A1
• Time in Patent Office: 400 Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A general queue and priority queues corresponding to agents are maintained. In response to a user request from a remote device of a user regarding a content item of a content document displayed at the remote device, it is determined whether the user request includes an agent identifier (ID). If the user request includes a first agent ID, a first of the priority queues is identified based on the first agent ID and the user request is inserted into the first priority queue. If the user request does not include an agent ID, the user request is inserted into the general queue. A case manager the requests from the general queue and the priority queues to the agents that are available to enable the agents to establish live communication sessions with users associated with the requests.

Claims

1. A computer-implemented method for processing user requests, the method comprising:

maintaining, by a task manager hosted at a server, a general queue and a plurality of priority queues, wherein each of the priority queues stores pending requests specifically assigned to one of a plurality of agents, and wherein the general queue stores pending requests that are not associated with any one of the plurality of agents;

receiving, by a case manager hosted by the server, a user request from a remote device of a user for establishing a live communication session with one of the plurality of agents regarding a content item of a content document displayed at the remote device;

in response to the user request, determining by the task manager whether the user request includes an agent identifier (ID) identifying one of the plurality of agents;

in response to determining that the user request includes a first agent ID identifying a first of the plurality of agents,

determining a first of the priority queues that is associated with the first agent based on the first agent ID, and

inserting the user request into the first priority queue;

in response to determining that the user request does not include an agent ID, inserting the user request into the general queue; and

dispatching by the case manager the requests from the general queue and the priority queues to the plurality of agents that are available to enable the agents to establish live communication sessions with users associated with the requests.

2. The method of claim 1, further comprising, for each of the priority queues, tracking a number of requests that a corresponding agent has served within a predetermined period of time.

3. The method of claim 2, further comprising:

receiving a signal indicating that a second of the plurality of agents has completed serving a request;

in response to the signal, determining whether a number of requests served by the second agent has exceeded a predetermined threshold; and

dispatching a pending request from a second of the priority queue to the second agent, if the number of requests served by the second agent is below the predetermined threshold, wherein the second priority queue is associated with the second agent.

4. The method of claim 3, further comprising:

dispatching a pending request from the general queue to the second agent, if the number of requests served by the second agent exceeds the predetermined threshold; and

resetting a counter counting the number of requests served by the second agent after the pending request is dispatched from the general queue to the second agent.

5. The method of claim 1, further comprising:

receiving a signal indicating that a second of the plurality of agents has completed serving a request;

in response to the signal, determining whether there is at least one pending request remained in a second of the priority queues, the second priority queue storing pending requests for the second agent;

dispatching a next pending request retrieved from the second priority queue to the second agent if there is at least one pending request in the second priority queue; and

dispatching a next pending request retrieved from the general queue to the second agent if there is no more pending requests in the second priority queue.

16. The method of claim 1, wherein the general queue comprises a plurality of general queues, each corresponding to a different subject matter.

17. The method of claim 1, wherein the general queue comprises a plurality of general queues, each corresponding to a different skill set required to service corresponding requests.

18. The method of claim 1, wherein the general queue comprises a plurality of general queues, each corresponding to a different type of requests.

6. A non-transitory machine-readable medium having instructions stored therein, which when executed by a machine, cause the machine to perform operations for processing user requests, the operations comprising:

maintaining, by a task manager hosted at a server, a general queue and a plurality of priority queues, wherein each of the priority queues stores pending requests specifically assigned to one of a plurality of agents, and wherein the general queue stores pending requests that are not associated with any one of the plurality of agents;

receiving, by a case manager hosted by the server, a user request from a remote device of a user for establishing a live communication session with one of the plurality of agents regarding a content item of a content document displayed at the remote device;

in response to the user request, determining by the task manager whether the user request includes an agent identifier (ID) identifying one of the plurality of agents;

in response to determining that the user request includes a first agent ID identifying a first of the plurality of agents,

determining a first of the priority queues that is associated with the first agent based on the first agent ID, and

inserting the user request into the first priority queue;

in response to determining that the user request does not include an agent ID, inserting the user request into the general queue; and

dispatching by the case manager the requests from the general queue and the priority queues to the plurality of agents that are available to enable the agents to establish live communication sessions with users associated with the requests.

7. The non-transitory machine-readable medium of claim 6, wherein the operations further comprise, for each of the priority queues, tracking a number of requests that a corresponding agent has served within a predetermined period of time.

8. The non-transitory machine-readable medium of claim 7, wherein the operations further comprise:

receiving a signal indicating that a second of the plurality of agents has completed serving a request;

in response to the signal, determining whether a number of requests served by the second agent has exceeded a predetermined threshold; and

dispatching a pending request from a second of the priority queue to the second agent, if the number of requests served by the second agent is below the predetermined threshold, wherein the second priority queue is associated with the second agent.

9. The non-transitory machine-readable medium of claim 8, wherein the operations further comprise:

dispatching a pending request from the general queue to the second agent, if the number of requests served by the second agent exceeds the predetermined threshold; and

resetting a counter counting the number of requests served by the second agent after the pending request is dispatched from the general queue to the second agent.

10. The non-transitory machine-readable medium of claim 6, wherein the operations further comprise:

receiving a signal indicating that a second of the plurality of agents has completed serving a request;

in response to the signal, determining whether there is at least one pending request remained in a second of the priority queues, the second priority queue storing pending requests for the second agent;

dispatching a next pending request retrieved from the second priority queue to the second agent if there is at least one pending request in the second priority queue; and

dispatching a next pending request retrieved from the general queue to the second agent if there is no more pending requests in the second priority queue.

19. The non-transitory machine-readable medium of claim 6, wherein the general queue comprises a plurality of general queues, each corresponding to a different subject matter.

20. The non-transitory machine-readable medium of claim 6, wherein the general queue comprises a plurality of general queues, each corresponding to a different skill set required to service corresponding requests.

21. The non-transitory machine-readable medium of claim 6, wherein the general queue comprises a plurality of general queues, each corresponding to a different type of requests.

11. A data processing system, comprising:

a processor; and

a memory coupled to the processor for storing instructions, which when executed from the memory, cause the processor to perform operations, the operations including

maintaining, by a task manager, a general queue and a plurality of priority queues, wherein each of the priority queues stores pending requests specifically assigned to one of a plurality of agents, and wherein the general queue stores pending requests that are not associated with any one of the plurality of agents,

receiving, by a case manager, a user request from a remote device of a user for establishing a live communication session with one of the plurality of agents regarding a content item of a content document displayed at the remote device,

in response to the user request, determining by the task manager whether the user request includes an agent identifier (ID) identifying one of the plurality of agents,

in response to determining that the user request includes a first agent ID identifying a first of the plurality of agents,

determining a first of the priority queues that is associated with the first agent based on the first agent ID, and

inserting the user request into the first priority queue,

in response to determining that the user request does not include an agent ID,

inserting the user request into the general queue, and

dispatching by the case manager the requests from the general queue and the priority queues to the plurality of agents that are available to enable the agents to establish live communication sessions with users associated with the requests.

12. The system of claim 11, wherein the operations further comprise, for each of the priority queues, tracking a number of requests that a corresponding agent has served within a predetermined period of time.

13. The system of claim 12, wherein the operations further comprise:

receiving a signal indicating that a second of the plurality of agents has completed serving a request;

in response to the signal, determining whether a number of requests served by the second agent has exceeded a predetermined threshold; and

dispatching a pending request from a second of the priority queue to the second agent, if the number of requests served by the second agent is below the predetermined threshold, wherein the second priority queue is associated with the second agent.

14. The system of claim 13, wherein the operations further comprise:

dispatching a pending request from the general queue to the second agent, if the number of requests served by the second agent exceeds the predetermined threshold; and

resetting a counter counting the number of requests served by the second agent after the pending request is dispatched from the general queue to the second agent.

15. The system of claim 11, wherein the operations further comprise:

receiving a signal indicating that a second of the plurality of agents has completed serving a request;

in response to the signal, determining whether there is at least one pending request remained in a second of the priority queues, the second priority queue storing pending requests for the second agent;

dispatching a next pending request retrieved from the second priority queue to the second agent if there is at least one pending request in the second priority queue; and

dispatching a next pending request retrieved from the general queue to the second agent if there is no more pending requests in the second priority queue.

22. The system of claim 11, wherein the general queue comprises a plurality of general queues, each corresponding to a different subject matter.

23. The system of claim 11, wherein the general queue comprises a plurality of general queues, each corresponding to a different skill set required to service corresponding requests.

24. The system of claim 11, wherein the general queue comprises a plurality of general queues, each corresponding to a different type of requests.