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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
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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