System and method for maximizing capacity of an agent in a contact center by omni session handling
US11057524B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Apr 13, 2020 |
| Grant date | Jul 6, 2021 |
| Priority date | — |
| Expiry date | Apr 13, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computerized-method for maximizing capacity of an agent in a contact center by omni session handling is provided herein. The computerized-method may retrieve one or more interactions from a Customer Relations Management (CRM) database based on a requirement for an outreach to be stored in a queue of proactive contacts. The computer-implemented method may further allocate a queue of one or more interactions out of the retrieved one or more interactions to an agent or to a team of agents and then present the agent or an agent in the team of agents with a digital preview of an interaction from the queue of one or more interactions for consideration via a display unit, while the agent is handling one or more interactions. The computer-implemented method may further receive from the agent a decision upon review of the presented digital preview of the interaction.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.