Back to results
US 8,577,018 B1Granted
Systems and methods for providing agent queues
AssigneeShoreTel, Inc.
InventorsGal Ben-Yair, Venkatakrishnan Raman
Life of this patent
Estimating the term…
Abstract
This disclosure relates to using agent queues for a contact center. An agent queue profile includes parameters to configure an agent queue for each agent that is assigned to the agent queue profile. An agent queue profile manager is programmed to assign a given agent to the agent queue profile to define a corresponding agent queue for the given agent. The agent queue profile manager can also define parameters for the agent queue profile. A distribution module can control distribution of a transaction in the corresponding agent queue based on rules and can control handling of the transaction in the corresponding agent queue based on the agent queue profile.
Claims21
A system comprising:
- memory for storing computer readable instructions and data, the data comprising an agent queue profile that includes global parameters to configure an agent queue for each agent that is assigned to the agent queue profile;
- a processing unit for accessing the memory and executing the computer readable instructions, the computer readable instructions comprising:
- an agent queue profile manager programmed to assign a plurality of agents to the agent queue profile to define a corresponding plurality of agent queues for the plurality of agents, wherein a change to a given global parameter of the global parameters of the agent queue profile is propagated to each of the corresponding plurality of agent queues;
- and
- a distribution module programmed to control distribution of a transaction to a selected agent queue of the plurality of agent queues based on rules and to control handling of the transaction in the selected agent queue based on the agent queue profile;
- wherein the agent queue profile further comprises login data that is configured via the agent queue profile manager, to enable automatic login to the selected agent queue in response to logging into a distribution group to which a given agent of the plurality of agents belongs and that is separate from the selected agent queue, wherein another plurality of agents belongs to the distribution group and only the given agent belongs to the selected agent queue.
3 more elements
A non-transitory computer-readable medium having computer-executable instructions comprising:
- an agent queue manager programmed to set global parameters of an agent queue profile and to assign a plurality of agents to the agent queue profile to define a corresponding plurality of agent queues, wherein each of the corresponding plurality of agent queues is personal for each given agent of the plurality of agents, wherein a change to a given global parameter of the global parameters of the agent queue profile is propagated to each of the corresponding plurality of agent queues;
- a distribution module programmed to control routing of a transaction within a contact center, including routing of the transaction to a selected agent queue of the plurality of corresponding plurality of agent queues, based on rules;
- and
- an agent queue function programmed to control handling of each transaction that is pending in the selected agent queue based on the global parameters of the agent queue profile, wherein the agent queue profile further comprises login data that is configured, via the agent queue profile manager, to enable automatic login to the selected agent queue in response to logging into a distribution group to which a given agent of the plurality of agents belongs and that is separate from the selected agent queue, wherein another plurality of agents belongs to the distribution group and only the given agent belongs to the selected agent queue.
1 more element
A contact center system comprising:
- a distribution module to control routing of each transaction that enters the contact center system based on rules stored in memory;
- an agent queue profile that includes global parameters to control handling of each transaction that is placed in a corresponding agent queue, the parameters of the agent queue profile being stored in the memory;
- an agent queue manager programmed to assign a plurality of agents to the agent queue profile to generate a corresponding plurality of agent queues, wherein each of the corresponding plurality of agents queues is personal to a given agent of the plurality of agents;
- and
- an agent queue function programmed to control handling of each transaction that is placed in any of the corresponding plurality of agent queues based on the global parameters of the agent queue profile, wherein a change to a given global parameter of the global parameters of the agent queue profile is propagated to each of the corresponding plurality of agent queues, wherein the agent queue profile further comprises login data that is configured, via the agent queue profile manager, to enable automatic login to a selected agent queue in response to logging into a distribution group to which the given agent of the plurality of agents belongs and that is separate from the selected agent queue, wherein another plurality of agents belongs to the distribution group and only the given agent belongs to the selected agent queue.
2 more elements
A method for implementing an agent queue in a contact center, the method comprising:
- distributing a transaction to a selected agent queue of a plurality of agent queues within a contact center;
- and
- controlling handling of each transaction that is pending in a given agent queue based on global parameters of an agent queue profile, each of the plurality of agent queues corresponding to an instance of the agent queue profile that is assigned to the given agent of a plurality of agents within the contact center, wherein a change to a given global parameter of a set of global parameters of the agent queue profile is propagated to each of the plurality of agent queues;
- and enabling automatic login to the selected agent queue in response to the given agent logging into a distribution group to which the given agent of the plurality of agents belongs and that is separate from the selected agent queue, wherein another plurality of agents belongs to the distribution group and only the given agent belongs to the selected agent queue.
1 more element
Dependencies are inferred from the claim text.