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

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.

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.

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.