Automated voice system for improving agent efficiency and improving service to parties on hold

• US 5,511,112 A
• Filed: 04/29/1994
• Issued: 04/23/1996
• Est. Priority Date: 05/20/1991
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Inventions, Inc.
• Inventors: Szlam, Aleksander
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): TSANG, FAN S
• Application Number:
  US08/236,225
• Time in Patent Office: 725 Days
• Field of Search: 379/67, 379/88, 379/89, 379/77, 379/162, 379/214, 379/265, 379/266
• US Class Current: 379/266.06
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disconnected from the call and a message playing device, which may also replay the spoken name, is activated. If the response from the connected party indicates that an agent'"'"'s attention is again needed then the same or a different agent is connected to the call. In addition, a party on hold is provided an estimate of the time before an agent becomes available and/or the number of parties ahead in the holding queue.

Claims

1. For use with a system which places outbound calls to and receives inbound calls from a plurality of parties, which selectively connects ones of said plurality of parties to ones of a plurality of agents, which selectively places ones of said plurality of parties on hold, and which uses a call pacing algorithm to control the rate of placement of said outbound calls, a method for advising a party who is placed on hold, comprising the steps of:

measuring call handling times for each agent of said plurality of agents;

providing said call handling times for each said agent to said call pacing algorithm;

receiving, for each said agent and from said call pacing algorithm, a prediction of time remaining until each of said agents becomes available;

ranking said agents based upon said time remaining for each agent;

determining a priority status for each party who is placed on hold;

ranking said parties who are placed on hold based upon said priority status;

matching a party on hold with an agent, based upon said ranking of said agents and said ranking of said parties; and

providing, to a said party on hold, a statement of said time remaining for a said agent which was matched to said party.

2. The method of claim 1 wherein said step of determining a priority status comprises:

determining a holding time for each party who is placed on hold; and

ranking said parties who are placed on hold based upon said holding time for each party.

3. An apparatus for improving service to parties, said parties including both called parties and calling parties, said apparatus comprising:

a plurality of agent terminals staffed by a corresponding plurality of agents;

means for connecting selected ones of said parties to selected ones of said agents at said agent terminals, or placing selected ones of said parties on hold;

control means for measuring call handling times for each of said agents, for providing said call handling times for each said agent to a call pacing algorithm to obtain a prediction of time remaining until each of said agents becomes available, for ranking said agents based upon said time remaining for each agent, for determining a priority status for each party who is placed on hold, for ranking said parties who are placed on hold based upon said priority status for each party, and for matching a party on hold with an agent, based upon said ranking of said agents and said ranking of said parties; and

means for providing to each said party on hold a statement of said time remaining for said agent matched to said party.

4. The apparatus of claim 3 wherein said means for determining a priority status comprises means for determining a holding hold time for each party who is placed on hold, and means for ranking said parties who are placed on hold based upon said elapsed holding time for each party.