Interaction management system and methods of use

• US 9,537,924 B2
• Filed: 01/28/2010
• Issued: 01/03/2017
• Est. Priority Date: 01/28/2010
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Barnett, James Harmon, Scott, Mark
• Primary Examiner(s): Tran, Tuyetlien T
• Application Number:
  US12/695,382
• Publication Number:
  US 20110185293A1
• Time in Patent Office: 2,532 Days
• Field of Search: 715/760, 715/733, 709/224
• US Class Current: 1/1
• CPC Class Codes: G06F 3/048 Interaction techniques based on graphical user interfaces [GUI]
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/0484 for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 10/08 Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• 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 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/0036 where the data service is an information service

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.

Claims

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, 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.

2. The system of claim 1, wherein the interactive presentation is a web page, and the behavior of the end user involves the end user'"'"'s interaction with the web page.

3. The system of claim 1, wherein the instructions, when executed, further cause the processor to determine if the end user initiated the interaction using a multi-modal device having web-browsing ability.

4. The system of claim 1, wherein the interaction is initiated from a web page hosted by an enterprise of the first and second contact center resources.

5. The system of claim 4, wherein initiation of the interaction from the web page initiates linking to the interactive presentation.

6. The system of claim 3, wherein the instructions, when executed, further cause the processor to query the end user associated with the interaction to determine whether the end user has web access, and if web access is available, directing the end user to the interactive presentation.

7. The system of claim 1, wherein the interactive presentation is a survey comprising a mechanism for the end user to respond to questions.

8. The system of claim 1, wherein the interactive presentation comprises interactive ability for the end user to order a product or service.

9. The system of claim 1, wherein accomplishing an order for a product or service by the end user associated with the interaction advances the interaction for connection to the second contact center resource, and being in an ordering process of ordering a product or service prevents connection to the second contact center resource until the ordering process is complete.

10. The system of claim 1, wherein the interactive presentation is dynamically provided to the end user.

11. The system of claim 1, wherein the instructions that, when executed by the processor, cause the processor to provide the interactive presentation to the end user while the interaction is waiting to be routed comprise instructions that, when executed by the processor, cause the processor to select the interactive presentation based on characteristics of the end user.

12. A method, comprising:

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.

13. The method of claim 12, wherein the interactive presentation comprises a web page, and the behavior of the end user involves the end user'"'"'s interaction with the web page.

14. The method of claim 12, further comprising determining, by the one or more processors, if the end user associated with the interaction has initiated the interaction using a multi-modal device having web-browsing ability.

15. The method of claim 12, wherein the interaction is initiated from a web page hosted by an enterprise of the first and second contact center resources.

16. The method of claim 15, wherein the initiation of the interaction from the web page initiates linking to the interactive presentation.

17. The method of claim 14, further comprising querying, by the one or more processors, the end user associated with the interaction to determine if the end user has web access, and if web access is available, directing the end user to the interactive presentation.

18. The method of claim 12, wherein the interactive presentation is a survey comprising a mechanism for the end user to respond to questions.

19. The method of claim 12, wherein the interactive presentation comprises interactive ability for the end user to order a product or service.

20. The method of claim 12, wherein accomplishing an order for a product or service by the end user associated with the interaction advances the interaction for connection to the second contact center resource, and being in an ordering process of ordering a product or service prevents connection to the second contact center resource until the ordering process is complete.

21. The method of claim 12, wherein the interactive presentation is dynamically provided to the end user.

22. The method of claim 12, wherein providing the interactive presentation to the end user while the interaction is waiting to be routed comprises selecting the interactive presentation based on characteristics of the end user.