System and method for providing queue time credit for self-servicing callers

• US 8,027,459 B2
• Filed: 05/16/2005
• Issued: 09/27/2011
• Est. Priority Date: 05/16/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Systems, Inc.
• Inventors: Lee, Johnny, Jabbour, Fadi R., Lee, David C.
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US11/129,983
• Publication Number:
  US 20060256956A1
• Time in Patent Office: 2,325 Days
• Field of Search: 379/266.01, 379/265.13, 379/266.06, 379/266.03, 379/265.11, 379/266.02
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• 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 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

Abstract

A system and method for servicing a caller at a contact center includes providing self-service menu options to the caller through an automated system, and determining a total time spent by the caller in the automated system. If the caller'"'"'s attempts at self-service are unsuccessful, the caller is transferred out of the automated system and into a position of a wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the automated system. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Claims

1. A processor-implemented method of servicing a caller at a call center comprising:

placing the caller in a navigation state immediately upon receiving a call from the caller, while in the navigation state the call center providing the caller with an automated interactive system with self-service menu options, the caller not being queued by the call center while the caller is in the navigation state; and

transferring the caller from the navigation state to a queued state in the event that the caller is unsuccessful at self-service through the automated interactive system, the transitioning occurring during the call, without disconnecting the call, in the queue state the caller being placed in a wait queue to wait for connection with an agent, the caller being placed at a position in the wait queue relative to other callers in the wait queue based on a credit for a total time spent by the caller in the automated interactive system, the position in the wait queue being ahead of one or more other callers, each of whom spent less time in the automated interactive system than the caller.

2. The processor-implemented method of claim 1 wherein the self-service menu options includes an option selectable to the caller for talking with an agent.

3. The processor-implemented method of claim 1 wherein the position of the caller in the wait queue is behind an earlier caller who has waited longer than the credit for time spent by the caller.

4. The processor-implemented method of claim 1 wherein the automated interactive system comprises an interactive voice response (IVR) system.

5. A method of operation at a call center comprising:

receiving a call from a caller;

placing the caller in a navigation state that provides self-service menu options to the caller through an automated interactive system, the caller not being queued while the caller is in the navigation state;

determining a total time spent by the caller navigating through the automated interactive system; and

transferring the caller out of the navigation state during the call, without disconnecting the call, and into a queued state wherein the caller is placed into a position of a wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the navigation state.

6. The method of claim 5 further comprising:

progressively moving the caller through the wait queue;

connecting the caller with an agent after the caller has progressed to a highest priority position in the wait queue.

7. The method of claim 5 wherein the position of the caller in the wait queue is behind an earlier caller who has waited longer, and ahead of a later caller who has waited less, than the total time spent by the caller.

8. The method of claim 5 wherein the automated interactive system comprises an interactive voice response (IVR) system.

9. An automatic call distributor (ACD) for servicing a call from a caller comprising:

an automated interactive system that provides self-service menu options to the caller upon receipt of the call, the caller not being queued when utilizing the self-service menu options;

a wait queue having a plurality of positions; and

means for determining a total time spent by the caller in the automated interactive system and for transferring the caller out of the automated interactive system and placing the caller into a position of the wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the automated interactive system, the caller being placed in the wait queue to wait to speak with an agent after the caller exits the automated interactive system without ending the call, the caller remaining in the wait queue during the call so long as the call is not disconnected and until such time that the caller progresses to a highest priority position in the wait queue and the agent is available.

10. The ACD of claim 9 wherein the means is further operable to connect the caller with the agent after the caller has progressed to the highest priority position in the wait queue.

11. The ACD of claim 9 wherein the position of the caller in the wait queue is ahead of a later caller who has waited less than the total time spent by the caller in the automated interactive system.

12. The ACD of claim 9 wherein the automated interactive system comprises an interactive voice response (IVR) system.

13. An automatic call distributor (ACD) for servicing a call from a caller comprising:

an automated interactive system that provides self-service menu options to the caller upon receipt of the call, the caller not being queued when utilizing the self-service menu options;

a wait queue having a plurality of positions; and

a processor to determine a total time spent by the caller in the automated interactive system and to transfer the caller out of the automated interactive system and placing the caller into a position of the wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the automated interactive system, the processor placing the caller in the wait queue to wait to speak with an agent after the caller is transferred out of the automated interactive system without ending the call, the caller remaining in the wait queue during the call so long as the call is not disconnected and until such time that the caller progresses to a highest priority position in the wait queue and the agent is available.

14. The ACD of claim 13 wherein the processor is further operable to connect the caller with the agent after the caller has progressed to the highest priority position in the wait queue.

15. The ACD of claim 13 wherein the position of the caller in the wait queue is behind an earlier caller who has waited longer, and ahead of a later caller who has waited less, than the total time spent by the caller in the automated interactive system.

16. The ACD of claim 13 wherein the automated interactive system comprises an interactive voice response (IVR) system.

17. The ACD of claim 13 wherein the automated interactive system comprises a computer transmitted graphical user interface.