CA2329903A1 - Multimedia queuing in a customer contact or call center - Google Patents
Multimedia queuing in a customer contact or call center Download PDFInfo
- Publication number
- CA2329903A1 CA2329903A1 CA002329903A CA2329903A CA2329903A1 CA 2329903 A1 CA2329903 A1 CA 2329903A1 CA 002329903 A CA002329903 A CA 002329903A CA 2329903 A CA2329903 A CA 2329903A CA 2329903 A1 CA2329903 A1 CA 2329903A1
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- Prior art keywords
- agent
- source
- skillset
- skillsets
- assigned
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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- 238000000034 method Methods 0.000 claims abstract 14
- 238000004590 computer program Methods 0.000 claims 5
- 230000004044 response Effects 0.000 claims 1
Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5233—Operator skill based call distribution
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
Abstract
A method, apparatus, and customer contact or call server that provides a unified queuing mechanism for queuing multiple media requests. The queuing mechanism includes one or more skillsets each including an idle agent queue and a pending requests queue. Skillsets are assigned interrupt levels defining the importance of skillsets with respect to each other. Agents are assigned to and queued in the idle agent queue of one or more of the skillsets. As media requests are received in the pending requests queues of skillsets, agents are dispatched to attend to the requests. As an agent is dispatched from a skillset, it is removed from other skillsets that have an equal or lower interrupt level, and is maintained in skillsets that have a higher interrupt level. Consequently, an agent, tending to a media request, may be interrupted with other media requests only if the other media requests are queued in skillsets of higher inierruptibility level, and if the agent is assigned to those other skillsets. Media requests include, among other things, a voice/video call request, an e-mail request, a web form request, and an outbound voice call request.
Claims (22)
1. A method for a server including one or more agents, comprising:
receiving a first contact request of a first source;
queuing the first contact request in a pending queue of a first of one or more skillsets;
connecting a first agent assigned to the first skillset to the first source;
receiving a second contact request of a second source, where the first and second contact requests are of different media requests;
queuing the second contact request in the pending queue of a second of the one or more skillsets; and connecting a second agent to the second source.
receiving a first contact request of a first source;
queuing the first contact request in a pending queue of a first of one or more skillsets;
connecting a first agent assigned to the first skillset to the first source;
receiving a second contact request of a second source, where the first and second contact requests are of different media requests;
queuing the second contact request in the pending queue of a second of the one or more skillsets; and connecting a second agent to the second source.
2. The method of claim 1 wherein the first and second contact requests are different and include one of the following media requests: a telephone call request, an e-mail request, a web form request, and an outgoing call request.
3. The method of claim 1 wherein the first and second agents are the same agent.
4. The method of claim 1 wherein the first and second skillsets are sales and service skillsets, respectively.
5. The method of claim 1 wherein the first and second skillsets are the same skillset.
G. The method of claim 1 further comprising:
removing the first agent as a valid agent from idle queues of other skillsets that have a lower interruptibility level than the first skillset.
removing the first agent as a valid agent from idle queues of other skillsets that have a lower interruptibility level than the first skillset.
7. The method of claim 1 further comprising:
maintaining the first agent as a valid agent from idle queues of other skillsets that have a higher interruptibility level than the first skillset.
maintaining the first agent as a valid agent from idle queues of other skillsets that have a higher interruptibility level than the first skillset.
8. The method of claim 7 further comprising:
receiving a third contact request of a third source;
queuing the third contact request in a pending queue of a third skillset, where the third skillset has a higher interruptibility level than the first skillset;
putting on hold the connection of the first agent and the first source;
connecting the first agent assigned to the third skillset to the third source;
removing the first agent as a valid agent in the third skillset;
connecting the first agent back to the first source when the connection between the first agent and the third source is terminated; and adding the first agent as a valid agent in the third skillset.
receiving a third contact request of a third source;
queuing the third contact request in a pending queue of a third skillset, where the third skillset has a higher interruptibility level than the first skillset;
putting on hold the connection of the first agent and the first source;
connecting the first agent assigned to the third skillset to the third source;
removing the first agent as a valid agent in the third skillset;
connecting the first agent back to the first source when the connection between the first agent and the third source is terminated; and adding the first agent as a valid agent in the third skillset.
9. A queuing method for a call or contact server having one or more agents, comprising:
receiving a contact request from a source;
queuing the contact request in a first skillset assigned a first interrupt level;
connecting an agent assigned to the first skillset to the source; and maintaining the agent as a valid agent in a second skillset that is assigned a second interrupt level, the second interrupt level being at a higher interruptibility level than the first interrupt level.
receiving a contact request from a source;
queuing the contact request in a first skillset assigned a first interrupt level;
connecting an agent assigned to the first skillset to the source; and maintaining the agent as a valid agent in a second skillset that is assigned a second interrupt level, the second interrupt level being at a higher interruptibility level than the first interrupt level.
10. The queuing method of claim 9 further comprising:
removing the agent as a valid agent in other skillsets assigned interrupt levels that are equal to or lower than the first interrupt level.
removing the agent as a valid agent in other skillsets assigned interrupt levels that are equal to or lower than the first interrupt level.
11. The queuing method of claim 9 further comprising:
receiving a second contact request from a second source;
queuing the second contact request in the second skillset;
causing the agent to hold the first source;
connecting the agent to the second source.
receiving a second contact request from a second source;
queuing the second contact request in the second skillset;
causing the agent to hold the first source;
connecting the agent to the second source.
12. The queuing method of claim 11 further comprising:
connecting the agent back to the first source when the connection between the agent and the second source is completed;
adding the agent as a valid agent in the second skillset; and adding the agent as a valid agent in the first skillset when the connection between the agent and the first source is completed.
connecting the agent back to the first source when the connection between the agent and the second source is completed;
adding the agent as a valid agent in the second skillset; and adding the agent as a valid agent in the first skillset when the connection between the agent and the first source is completed.
13. The queuing method of claim 9 wherein the first and second sources each include one of the following: an audio call, a video call, an e-mail, a web form, and a fax.
14. A system, comprising:
a memory element having one or more instructions; and a processor coupled to the memory element, the processor, in response to the one or more instructions, to, receive a contact request from a source;
queue the contact request in a first skillset assigned a first interrupt level;
connect an agent assigned to the first skillset to the source; and remove the agent as a valid agent in other skillsets assigned interrupt levels that are equal to or lower than the first interrupt level.
a memory element having one or more instructions; and a processor coupled to the memory element, the processor, in response to the one or more instructions, to, receive a contact request from a source;
queue the contact request in a first skillset assigned a first interrupt level;
connect an agent assigned to the first skillset to the source; and remove the agent as a valid agent in other skillsets assigned interrupt levels that are equal to or lower than the first interrupt level.
15. The system of claim 14 wherein the processor to further, maintain the agent as a valid agent in a second skillset that is assigned a second interrupt level, the second interrupt level being at a higher interruptibility level than the first interrupt level.
16. The system of claim 14 wherein the processor to further, receive a second contact request from a second source;
queue the second contact request in the second skillset;
cause the agent to hold the first source; and connect the agent to the second source.
queue the second contact request in the second skillset;
cause the agent to hold the first source; and connect the agent to the second source.
17. The system of claim 16 wherein the processor to further, connect the agent back to the first source when the connection between the agent and the second source is terminated;
add the agent as a valid agent in the second skillset; and add the agent as a valid agent in the first skillset when the connection between the agent and the first source is completed.
add the agent as a valid agent in the second skillset; and add the agent as a valid agent in the first skillset when the connection between the agent and the first source is completed.
18. A computer program product, comprising:
a computer usable medium having computer readable program code embodied therein to receive a contact request from a source;
computer readable program code to queue the contact request in a first skillset assigned a first interrupt level;
computer readable program code to connect an agent assigned to the first skillset to the source; and computer readable program code to remove the agent as a valid agent in other skillsets assigned interrupt levels that are equal to or lower than the first interrupt level.
a computer usable medium having computer readable program code embodied therein to receive a contact request from a source;
computer readable program code to queue the contact request in a first skillset assigned a first interrupt level;
computer readable program code to connect an agent assigned to the first skillset to the source; and computer readable program code to remove the agent as a valid agent in other skillsets assigned interrupt levels that are equal to or lower than the first interrupt level.
19. The computer program product of claim 18 further comprising:
computer readable program code to maintain the agent as a valid agent in a second skillset that is assigned a second interrupt level, the second interrupt level being at a higher interruptibility level than the first interrupt level.
computer readable program code to maintain the agent as a valid agent in a second skillset that is assigned a second interrupt level, the second interrupt level being at a higher interruptibility level than the first interrupt level.
20. The computer program product of claim 18 further comprising:
computer readable program code to receive a second contact request from a second source;
computer readable program code to queue the second contact request in the second skillset;
computer readable program code to cause the agent to hold the first source;
and computer readable program code to connect the agent to the second source.
computer readable program code to receive a second contact request from a second source;
computer readable program code to queue the second contact request in the second skillset;
computer readable program code to cause the agent to hold the first source;
and computer readable program code to connect the agent to the second source.
21. The computer program product of claim 20 further comprising:
computer readable program code to connect the agent back to the first source when the connection between the agent and the second source is terminated;
computer readable program code to add the agent as a valid agent in the second skillset; and computer readable program code to add the agent as a valid agent in the first skillset when the connection between the agent and the first source is completed.
computer readable program code to connect the agent back to the first source when the connection between the agent and the second source is terminated;
computer readable program code to add the agent as a valid agent in the second skillset; and computer readable program code to add the agent as a valid agent in the first skillset when the connection between the agent and the first source is completed.
22. The computer program product of claim 18 wherein the first and second sources each include one of the following: an audio call, a video call, an e-mail, a web form, and a fax.
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US09/474,422 | 1999-12-29 | ||
| US09/474,422 US6771765B1 (en) | 1999-12-29 | 1999-12-29 | Multimedia queuing in a customer contact or call center |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CA2329903A1 true CA2329903A1 (en) | 2001-06-29 |
| CA2329903C CA2329903C (en) | 2012-01-03 |
Family
ID=23883465
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA2329903A Expired - Lifetime CA2329903C (en) | 1999-12-29 | 2000-12-28 | Multimedia queuing in a customer contact or call center |
Country Status (3)
| Country | Link |
|---|---|
| US (1) | US6771765B1 (en) |
| EP (1) | EP1113656A3 (en) |
| CA (1) | CA2329903C (en) |
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2000
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|---|---|
| EP1113656A3 (en) | 2003-10-01 |
| EP1113656A2 (en) | 2001-07-04 |
| US6771765B1 (en) | 2004-08-03 |
| CA2329903C (en) | 2012-01-03 |
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