Automatic call distribution system using computer network-based communication

• US 7,746,362 B2
• Filed: 02/10/2006
• Issued: 06/29/2010
• Est. Priority Date: 12/11/1998
• Status: Expired due to Fees

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Zhang, Zhiyu, Zilko, Stephen P., Horvath, Edward C., Novosel, Peter, Bunyan, Peter, Seah, Kirschen Alcyone, Balakrishnan, Govind, Moore, Dwight M., Sanchez, Christopher, Hoq, Mohammed Ehtesham, Busey, Andrew T., Bowen, Kenneth Lynn, Wells, Mark Lovett, Currie, George
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US11/352,146
• Publication Number:
  US 20060203993A1
• Time in Patent Office: 1,600 Days
• Field of Search: 345/734
• US Class Current: 345/650
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent'"'"'s efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer'"'"'s computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents'"'"' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.

Claims

1. An agent interface for an agent in a call center, wherein the call center places a customer in communication with an agent, the interface comprising

a first indicator for indicating that a first customer is not waiting for a response from the agent;

and

a second indicator for indicating that a second customer is waiting for a response form the agent.

2. The agent interface of claim 1, wherein the first indicator is a first color and the second indicator is a second color.

3. The agent interface of claim 2, further comprising

a third indicator for indicating that a customer has been waiting for an agent response for more than a predetermined time period.

4. An agent interface for an agent in a call center, wherein the call center places a customer in communication with the agent, the interface comprising

an indicator for indicating the status of the customer, wherein the indicator is in a first state after the customer receives a response from the agent, wherein the indicator is in a second state after the customer sends a communication to the agent, and wherein the indicator is in a third state after a predetermined period of time elapses since the customer has sent a communication to the agent.

5. The agent interface of claim 4, wherein different colors are used to represent different states of the indicator.

6. The agent interface of claim 4, wherein different states are represented by audible means.

7. The agent interface of claim 5, wherein the first state is represented by the color green, wherein the second state is represented by the color yellow, and wherein the third state is represented by the color red.