US 10,380,532 B1 · Establishing a target handle time for a communication in a contact center

Abstract

Various embodiments of the invention provide methods, systems, and computer program products for establishing a target handle time (THT) for a communication routed to an agent in a contact center. In particular embodiments, a mechanism is provided on a GUI displayed to the agent that allows the agent to identify a reason for the communication. While in other embodiments, an event occurs related to the communication that signals the reason. Accordingly, a THT is set for the communication based on the identified reason and a visual representation of the THT is displayed that includes a component decrementing with the passage of time. At some point, the communication is completed and a disposition code is entered for the communication. Accordingly, in particular embodiments, the disposition code is then confirmed to match the reason for the communication to ensure the correct reason was identified and the correct corresponding THT was set.

Claims18

Dependent claims

A method for establishing a target handle time for a communication routed to an agent in a contact center comprising:

providing a mechanism on a graphical user interface (GUI) displayed on a workstation being used by the agent, the mechanism configured to allow the agent to identify a reason for the communication;
setting the target handle time for the communication based on the reason identified by the agent for the communication in response to the agent identifying the reason for the communication;
and
upon a disposition code being entered by the agent on the workstation for the communication:
confirming by a computer processor the disposition code entered by the agent matches the reason identified by the agent for the communication;
in response to the disposition code matching the reason identified by the agent for the communication:
recording the target handle time for the communication in memory;
and
in response to the disposition code not matching the reason identified by the agent for the communication:
setting a revised target handle time for the communication based on the disposition code;
and
recording the revised target handle time for the communication in the memory.

9 more elements

A non-transitory, computer-readable medium comprising computer-executable instructions for establishing a target handle time for a communication routed to an agent in a contact center, that when executed, cause at least one computer processor to:

provide a mechanism on a graphical user interface (GUI) displayed on a workstation being used by the agent, the mechanism configured to allow the agent to identify a reason for the communication;
set the target handle time for the communication based on the reason identified by the agent for the communication in response to the agent identifying the reason for the communication;
and
upon a disposition code being entered by the agent on the workstation for the communication:
confirm the disposition code entered by the agent matches the reason identified by the agent for the communication;
in response to the disposition code matching the reason identified by the agent for the communication:
record the target handle time for the communication in memory;
and
in response to the disposition code not matching the reason identified by the agent for the communication;
set a revised target handle time for the communication based on the disposition code;
and
record the revised target handle time for the communication in the memory.

9 more elements

A system for establishing a target handle time for a communication routed to an agent in a contact center, the system comprising at least one computer processor configured to:

provide a mechanism on a graphical user interface (GUI) displayed on a workstation being used by the agent, the mechanism configured to allow the agent to identify a reason for the communication;
set the target handle time for the communication based on the reason identified by the agent for the communication in response to the agent identifying the reason for the communication;
and
upon a disposition code being entered by the agent on the workstation for the communication:
confirm the disposition code entered by the agent on the workstation for the communication matches the reason identified by the agent for the communication;
in response to the disposition code matching the reason identified by the agent for the communication:
record the target handle time for the communication in memory;
and
in response to the disposition code not matching the reason identified by the agent for the communication;
set a revised target handle time for the communication based on the disposition code;
and
record the revised target handle time for the communication in the memory.

9 more elements

Dependencies are inferred from the claim text.

Establishing a target handle time for a communication in a contact center

Life of this patent

Establishing a target handle time for a communication in a contact center

Life of this patent

Abstract

Claims18