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US 12,531,948 B2Granted
Contact center evolution model
AssigneeAvaya Management L.P.
InventorDavid Chavez
Life of this patent
Estimating the term…
Abstract
Customers of a contact center are subject to a high level of processing in order to best match the customer's needs with an agent qualified to address those needs. However, such processing is often unwarranted, such as when the customer wishes to speak with their personal agent. When a customer is willing to forgo quickly being connected to the next available agent in favor of waiting to be connected with their designated personal agent, even if such a connection occurs at a later time, demands on processing and network resources is decreased. The customer, such as in a second communication, is connected with their personal agent to address the customer's needs.
Claims20
A system for routing a communication, comprising:
- a network interface to a network;
- a processor;
- and
- wherein the processor performs:
- receiving, via the network, a plurality of communications to be routed to a plurality of agent devices, each agent device being utilized by a corresponding agent;
- collecting primary routing information for each of the plurality of communications;
- upon determining that the primary routing information for a first communication of the plurality of communications comprises a first personal agent for a customer corresponding to the first communication, determining a first availability of the first personal agent to be connected to the first communication;
- concurrently maintaining the first communication with the customer via a customer device while continually determining whether the first availability is greater than a first threshold;
- waiting until a decision point and, at an occurrence of the decision point, determining the first availability is greater than the first threshold, and collecting secondary routing information comprising indicia to disconnect from the first communication and conduct a second communication at a subsequent time;
- and
- disconnecting from the first communication and, at the subsequent time, connecting a first personal agent device and the customer device as nodes on the network to conduct the second communication via the network.
8 more elements
A method for routing a communication, comprising:
- receiving, via a network, a plurality of communications to be routed to a plurality of agent devices, each agent device being utilized by a corresponding agent;
- collecting primary routing information for each of the plurality of communications;
- upon determining that the primary routing information for a first communication of the plurality of communications comprises a first personal agent for a customer corresponding to the first communication, determining a first availability of the first personal agent to be connected to the first communication;
- concurrently maintaining the first communication with the customer via a customer device while continually determining whether the first availability is greater than a first threshold;
- waiting until a decision point and, at an occurrence of the decision point, determining the first availability is greater than the first threshold, and collecting secondary routing information comprising indicia to disconnect from the first communication and conduct a second communication at a subsequent time;
- and
- disconnecting from the first communication and, at the subsequent time, connecting a first personal agent device and the customer device as nodes on the network to conduct the second communication via the network.
4 more elements
The method of 8, further comprising:
- at the occurrence of the decision point and upon the first availability not being greater than the first threshold, enqueuing the first communication in a queue to connect to the first personal agent device upon the first communication reaching a head of the queue.
A system, comprising:
- means to receive a plurality of communications to be routed to a plurality of agent devices, each agent device being utilized by a corresponding agent;
- means to collect primary routing information for each of the plurality of communications;
- means to, upon determining that the primary routing information for a first communication of the plurality of communications comprises a first personal agent for a customer corresponding to the first communication, determine a first availability of the first personal agent to be connected to the first communication;
- means to concurrently maintain the first communication with the customer via a customer device while continually determining whether the first availability is greater than a first threshold;
- means to wait until a decision point and, at an occurrence of the decision point
- means to, upon determining the first availability is greater than the first threshold, collect secondary routing information comprising indicia to disconnect from the first communication and conduct a second communication at a subsequent time;
- and
- means to disconnect from the first communication and, at the subsequent time, connect a first personal agent device and the customer device as nodes on a network to conduct the second communication via the network.
5 more elements
Dependencies are inferred from the claim text.