Interaction management system and methods of use
First Claim
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1. A communication transaction management system, comprising:
- a processor; and
a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;
determine a first routing for an interaction to a first contact center resource, the interaction being associated with an end user;
estimate a wait time for the interaction to be routed;
compare the estimated wait time to a threshold value;
in response to comparing the estimated wait time to the threshold value;
provide an interactive presentation to the end user while the interaction is waiting to be routed when the estimated wait time is greater than the threshold value, andhold the interaction in a wait queue without providing any interactive presentation to the end user when the estimated wait time is not greater than the threshold value;
monitor in real time behavior of the end user in response to the interactive presentation while the interaction is waiting to be routed;
determine a second routing for the interaction to a second contact center resource and a wait position of the interaction, based on the monitored behavior; and
route the interaction to the second contact center resource based on the determined second routing and the determined wait position.
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Abstract
A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.
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Citations
22 Claims
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1. A communication transaction management system, comprising:
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a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to; determine a first routing for an interaction to a first contact center resource, the interaction being associated with an end user; estimate a wait time for the interaction to be routed; compare the estimated wait time to a threshold value; in response to comparing the estimated wait time to the threshold value; provide an interactive presentation to the end user while the interaction is waiting to be routed when the estimated wait time is greater than the threshold value, and hold the interaction in a wait queue without providing any interactive presentation to the end user when the estimated wait time is not greater than the threshold value; monitor in real time behavior of the end user in response to the interactive presentation while the interaction is waiting to be routed; determine a second routing for the interaction to a second contact center resource and a wait position of the interaction, based on the monitored behavior; and route the interaction to the second contact center resource based on the determined second routing and the determined wait position. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method, comprising:
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determining, by one or more processors, a first routing for an interaction to a first contact center resource, the interaction being associated with an end user; estimating a wait time for the interaction to be routed; comparing the estimated wait time to a threshold value; in response to comparing the estimated wait time to the threshold value; providing, by the one or more processors, an interactive presentation to the end user while the interaction is waiting to be routed when the estimated wait time is greater than the threshold value, and holding, by the one or more processors, the interaction in a wait queue without providing any interactive presentation to the end user when the estimated wait time is not greater than the threshold value; monitoring in real time, by the one or more processors, behavior of the end user in response to the interactive presentation while the interaction is waiting to be routed; determining, by the one or more processors, a second routing for the interaction to a second contact center resource and a wait position of the interaction, based on the monitored behavior; and routing, by the one or more processors, the interaction to the second contact center resource based on the determined second routing and the determined wait position. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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Specification