Contact center queue priority management method and system
US9055140B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Jul 16, 2012 |
| Grant date | Jun 9, 2015 |
| Priority date | — |
| Expiry date | Aug 14, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2088
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for providing hold queue prioritizing for a contact center includes an automated system and a contact receiver/director for connecting contacts to the automated system. A contact identifier obtains identifying information from each of the contacts connected to the system. A hold queue is coupled to the contact receiver/director for storing contact records associated with contacts connected to the automated system. A contact status identifier determines a connection status of each of the contacts in the hold queue and stores the connection status in the respective contact record for each contact. A contact-back identifier identifies a received contact-back by matching the contact identifying information associated with a contact to a contact record in the hold queue. The contact receiver/director selects a contact record with a “connected” connection status and connects the caller in the hold queue associated with the selected contact record to an available agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.