Systems and methods to terminate an active communication
AssigneeAvaya Management L.P.
InventorsVikram Gupta, Prashant Jawale, Omkar Mozar
Life of this patent
Estimating the term…
Abstract
Contact centers often provide a restricted amount of time for agents to perform post-call activities, including identifying and selecting a relevant completion code from a large set of codes. Providing automated systems and methods to identify the relevant code or codes can present a limited number of the codes (e.g., quick release codes) to the agent and/or automatically enter the completion code. When the quick release code is entered, the record of the call is then updated with the code and the communication is terminated as a single step.
Claims20
A system, comprising:
- a data storage;
- a network interface to a network;
- a processor configured with machine-readable instructions;
- and
- wherein the processor:
- monitors, by the network interface, a communication between a customer utilizing a customer communication device and an agent utilizing an agent communication device conducted over the network;
- determine, from the communication, attributes of the communication;
- cause a number of indicia of the attributes of the communication to be presented for selection of one thereof, by an input to the agent communication device;
- and
- in response to receiving the input, alone and without any subsequent inputs, selecting the one of the number of indicia, both terminating the communication and updating a record in the data storage to comprise the selected one of the number of indicia.
A method, comprising:
- monitoring a communication between a customer utilizing a customer communication device and an agent utilizing an agent communication device conducted over a network;
- determining, from the communication, attributes of the communication;
- causing a number of indicia of the attributes of the communication to be presented for selection of one thereof, by an input to the agent communication device;
- and
- in response to receiving the input, alone and without any subsequent inputs, selecting the one of the number of indicia, terminating the communication and updating a record in data storage to comprise the selected one of the number of indicia.
A system, comprising:
- means for monitoring a communication between a customer utilizing a customer communication device and an agent utilizing an agent communication device conducted over a network;
- means for determining, from the communication, attributes of the communication;
- means for causing a number of indicia of the attributes of the communication to be presented for selection of one thereof, by an input to the agent communication device;
- and
- means for, in response to receiving the input, alone and without any subsequent inputs, selecting the one of the number of indicia, terminating the communication and updating a record in data storage to comprise the selected one of the number of indicia.
Dependencies are inferred from the claim text.