US 8,396,205 B1Granted

Systems and methods of supervising contacts

AssigneeIncontact Inc.

InventorsJason Lowry, Matthew Lawrence Page, Taylor Henry White, Nicholas Bauer Ramond, Brian Douglas Minert

Life of this patent

Estimating the term…

Loading patent…

Abstract

Methods and apparatus for automatically prioritizing contacts in a contact handling system for the purpose of monitoring are disclosed. The method can include a plurality of contacts, each contact being associated with a particular agent and a particular customer. The method can include comparing an attribute associated with each contact to a priority factor. The method can include assigning each contact a supervision priority based on the comparison of the attribute of each contact to the priority factor associated with the attribute. The method can include presenting a first contact of the plurality of contacts to a supervisor at a supervisor workstation based on the priority assigned each contact. The method can include displaying a representation of the first contact at a display associated with the supervisor workstation.

Claims17

Dependent claims

A method for improving supervisor efficiency in a contact handling system by prioritizing a plurality of contacts based on contact attributes and presenting a supervision priority contact to a supervisor, the method comprising:

automatically prioritizing the plurality of contacts, each contact being associated with a particular agent and a particular customer, the prioritizing including:
comparing an attribute of each contact of the plurality of contacts to a priority factor;
and
assigning each contact a supervision priority based on the comparison of the attribute of each contact to the priority factor associated with the attribute;
presenting a first contact of the plurality of contacts to the supervisor at a supervisor workstation based on the priority assigned each contact, wherein presenting the first contact to the supervisor at the supervisor workstation includes displaying a representation of the first contact at a display associated with the supervisor workstation;
presenting a second contact of the plurality of contacts to the supervisor based on the priority assigned each contact, wherein presenting the second contact to the supervisor includes displaying a representation of the second contact via the display associated with the supervisor workstation
delivering, via the supervisor workstation, media associated with the first contact to the supervisor for monitoring;
delivering, via the supervisor workstation, media associated with the second contact to the supervisor for monitoring, wherein:
the media associated with the first contact is delivered, via the supervisor workstation, to the supervisor for monitoring for a dwell time;
the media associated with the first contact ceases to be delivered after the dwell time without input from the supervisor;
and
the media associated with the second contact is delivered, via the supervisor workstation, to the supervisor for monitoring after the dwell time without input from the supervisor.

9 more elements

A contact handling system comprising:

a supervisor workstation, which allows a supervisor to interact with contacts, agents, customers, contact media, and the contact handling system;
an agent workstation, which allows an agent to interact with customers, contact media, and the contact handling system;
a media server, which handles connection paths for contact media;
an automatic contact distributor, which tracks the state of each contact and agent, supplying available agents with waiting contacts;
an interactive voice response unit, which provides pre-recorded audio prompts to incoming voice contact media;
an electronic processor;
and
a tangible computer readable medium having executable instructions stored thereon for performing a method for improving supervision of phone-based contacts including a customer and the agent, the method including:
setting a weighting factor, the at least one weighting factor related to at least one attribute of the phone-based contacts;
prioritizing a plurality of phone-based contacts according to the weighting factor;
displaying a representation of at least one of the phone-based contacts to a supervisor via the supervisor workstation based on the prioritizing of the plurality of phone-based contacts;
delivering audio communication of a phone call of the at least one of the plurality of phone calls to the supervisor via the supervisor workstation;
presenting a second contact of the plurality of contacts to the supervisor based on the priority assigned each contact, wherein presenting the second contact to the supervisor includes displaying a representation of the second contact via the display associated with the supervisor workstation
delivering, via the supervisor workstation, media associated with the first contact to the supervisor for monitoring;
delivering, via the supervisor workstation, media associated with the second contact to the supervisor for monitoring, wherein:
the media associated with the first contact is delivered, via the supervisor workstation, to the supervisor for monitoring for a dwell time;
the media associated with the first contact ceases to be delivered after the dwell time without input from the supervisor;
and
the media associated with the second contact is delivered, via the supervisor workstation, to the supervisor for monitoring after the dwell time without input from the supervisor.

16 more elements

Dependencies are inferred from the claim text.