Method and apparatus for multiple agent commitment tracking and notification

• US 9,747,580 B2
• Filed: 10/30/2007
• Issued: 08/29/2017
• Est. Priority Date: 04/30/1998
• Status: Expired due to Fees

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Powers, James Karl
• Primary Examiner(s): Mobin, Hasanul
• Application Number:
  US11/929,654
• Publication Number:
  US 20080052374A1
• Time in Patent Office: 3,591 Days
• Field of Search: None
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: Y10S 707/99932 Access augmentation or optimizing
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing

Abstract

A system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel affected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.

Claims

1. A method for managing commitments, comprising:

identifying, by a processor, a first communication between a customer and a first contact center resource;

generating, by the processor, a first object for storing data related to the first communication;

storing, by the processor, the first object in a database in association with an issue, wherein the issue has at least an identifier, and the issue is one from among a plurality of issues associated with the customer;

identifying, by the processor, a second communication associated with the customer;

routing, by the processor, the second communication to a second contact center resource;

determining, by the processor, that the second communication is related to the issue;

in response to the determining, displaying by the processor, on a graphical user interface associated with the second contact center resource, a graphical representation of the first object stored in association with the issue;

receiving, by the processor, via the graphical user interface, user selection of the first object;

in response to the user selection, outputting, by the processor, the data stored in association with the first object, wherein the data includes a copy of at least a portion of substance of communication exchanged during the first communication;

generating a second object for storing data relating to the second communication;

storing, by the processor, the second object in the database in association with the issue;

assigning, by the processor, a commitment made during the second communication, to a first agent, the commitment being one among a plurality of commitments associated with the issue;

detecting, by the processor, unavailability of the first agent to fulfill the commitment;

in response to detecting the unavailability of the first agent, assigning, by the processor, the commitment to a second agent identified as being available and having a skill level for fulfilling the commitment;

monitoring, by the processor, fulfillment of the commitment;

receiving, by the processor, status of the commitment, the status being indicative of fulfillment of the commitment;

and

in response to determining that no other commitments of the plurality of commitments associated with the issue remain to be fulfilled, storing in the database for the issue, an indicator for indicating that the issue is resolved.

2. The method of claim 1, wherein the commitment is a commitment to take action made to the customer during the second communication.

3. The method of claim 1 further comprising transmitting, by the processor, notification to a third contact center resource to fulfill the commitment.

4. The method of claim 1 further comprising assigning the commitment, by the processor, to a third contact center resource, based at least one of a skill level of the third contact center resource or operational state of the third contact resource.

5. The method of claim 1 further comprising:

receiving, by the processor, information on a target resource specified by the second contact center resource for receiving the commitment;

identifying, by the processor, a particular state of the specified target resource; and

assigning, by the processor the commitment to a third contact center resource instead of the specified target resource in response to identifying the particular state.

6. The method of claim 5, wherein the third contact center resource is identified based on skill and availability of the second contact center resource.

7. The method of claim 1, wherein the first communication utilizes a first type of media and the second communication utilizes a second type of media different from the first type of media.

8. The method of claim 1, wherein the data output by the processor in response to the user selection is one of an audio recording of the first communication, or text exchanged during the first communication.

9. The method of claim 1, wherein the identifier for the issue includes a description of the issue.

10. The method of claim 1, wherein the determining that the second communication is related to the issue includes retrieving, by the processor, the identifier for the issue in response to information provided by the customer.

11. The method of claim 1, wherein the third object stores data on a third communication with the customer for fulfilling the commitment.

12. The method of claim 1 further comprising:

identifying, by the processor, a fourth communication associated with the customer;

determining, by the processor, that the fourth communication is related to the issue;

in response to the determining, displaying by the processor, a chronological string of the first, second, and third object stored in association with the issue.

13. A system for managing commitments, comprising:

processor; and

memory, wherein the memory has instructions stored thereon that, when executed by the processor, cause the processor to;

identify a first communication between a customer and a first contact center resource;

generate a first object for storing data related to the first communication;

store the first object in a database in association with an issue, wherein the issue has at least an identifier, and the issue is one from among a plurality of issues associated with the customer;

identify a second communication associated with the customer;

route the second communication to a second contact center resource;

determining, by the processor, that the second communication is related to the issue;

in response to the determining, display by the processor, on a graphical user interface associated with the second contact center resource, a graphical representation of the first object stored in association with the issue;

receive via the graphical user interface, user selection of the first object;

in response to the user selection, output the data stored in association with the first object, wherein the data includes a copy of at least a portion of substance of communication exchanged during the first communication;

generate a second object for storing data relating to the second communication;

store the second object in the database in association with the issue;

assigning a commitment made during the second communication to a first agent, the commitment being one among a plurality of commitments associated with the issue;

detect unavailability of the first agent to fulfill the commitment;

in response to detecting the unavailability of the first agent, assign the commitment to a second agent identified as being available and having a skill level for fulfilling the commitment;

monitor fulfillment of the commitment;

receive status of the commitment, the status being indicative of fulfillment of the commitment;

and

in response to determining that no other commitments of the plurality of commitments associated with the issue remain to be fulfilled, store in the database for the issue, an indicator for indicating that the issue is resolved.

14. The system of claim 13, wherein the commitment is a commitment to take action made to the customer during the second communication.

15. The system of claim 13, wherein the instructions further cause the processor to transmit notification to a third contact center resource to fulfill the commitment.

16. The system of claim 13, wherein the instructions further cause the processor to assign the commitment to a third contact center agent based at least one of a skill level of the third contact center resource or operational state of the third contact resource.

17. The system of claim 13, wherein the instructions further cause the processor to:

receive information on a target resource specified by the second contact center resource for receiving the commitment;

identify a particular state of the specified target resource; and

assign the commitment to a third contact center resource instead of the specified target resource in response to identifying the particular state.

18. The system of claim 17, wherein the third contact center resource is identified based on skill and availability of the second contact center resource.

19. The system of claim 13, wherein the first communication utilizes a first type of media and the second communication utilizes a second type of media different from the first type of media.