Agent application and integrated call processing platform

Patent metadata

Field	Value
Publication number	US-10075591-B1
Application number	US-201715605592-A
Country	US
Kind code	B1
Filing date	May 25, 2017
Priority date	May 25, 2017
Publication date	Sep 11, 2018
Grant date	Sep 11, 2018

Abstract

Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include receiving a plurality of calls for customer service support from a corresponding plurality of customer devices at a call routing server, retrieving user profiles associated with the plurality of calls and identifying call information for the plurality of calls, determining at least one call is associated with a first user profile having a task deadline approaching sooner than the other user profiles, and establishing a priority for the at least one call to be processed by an agent device.

First claim

What is claimed is:

1. A computer-implemented method, comprising:
receiving a plurality of calls for customer service support from a corresponding plurality of customer devices, by an agent server;
retrieving user profiles associated with each of the plurality of calls and identifying call information for each of the plurality of calls, by an agent server;
determining, by the agent server, that at least one of the plurality of calls is associated with a profile of a first user having a task deadline approaching sooner than other profiles of other users;
establishing, by the agent server, based on the determining, a priority for the at least one call to be processed by an agent device; and
transmitting the established priority to the agent device, by the agent server.

2. The computer-implemented method of claim 1 , further comprising:
processing the call information, by the agent server, to extract call content comprising call purposes, requests, and current health conditions of each of the plurality of calls;
queueing the plurality of calls, by the agent server, in a predefined order based on the call content extracted from the call information; and
displaying, by an agent device, a plurality of user interface tabs in a predefined order on an agent interface of the agent device assigned to process the calls.

3. The computer-implemented method of claim 1 , further comprising:
identifying, by the agent device, at least one satisfied request among the requests; and
modifying the predefined order, by the agent device, to promote at least one user interface tab to a first tab position, wherein the promoted user interface tab comprises a similar request to the at least one satisfied request.

4. The computer-implemented method of claim 3 , further comprising:
retrieving an agent profile comprising at least one agent preference record, by the agent device; and
identifying at least one agent preference for ordering the user interface tabs, by the agent device.

5. The computer-implemented method of claim 4 , further comprising:
applying the at least one agent preference, by the agent device, by comparing the call content to at least one term associated with the at least one agent preference.

6. The computer-implemented method of claim 5 , further comprising:
matching the at least one term associated with the at least one agent preference to the call content, by the agent server; and
increasing a priority of the at least one user interface tab comprising the matched at least one term, by the agent server.

7. The computer-implemented method of claim 1 , further comprising:
displaying, by the agent device, a new order of the user interface tabs on the agent device based on changes to the priority of the at least one user interface tab.

8. A system, comprising:
an agent device assigned to process calls; and
an agent server that comprises:
a receiver configured to receive a plurality of calls for customer service support from a corresponding plurality of customer devices; and
a processor configured to:
retrieve user profiles associated with each of the plurality of calls and identifying call information for each of the plurality of calls,
determine at least one of the plurality of calls is associated with a profile of a first user having a task deadline approaching sooner than other profiles of other users,
establish, based on the determined association, a priority for the at least one call to be processed by the agent device, and
transmit the established priority to the agent device.

9. The system of claim 8 , wherein
the agent server is further configured to:
process the call information to extract call content comprising call purposes, requests, and current health conditions of each of the plurality of calls, and
queue the plurality of calls in a predefined order based on the call content extracted from the call information, and

the agent device is configured to display a plurality of user interface tabs in a predefined order on an agent interface of the agent device assigned to process the calls.

10. The system of claim 8 , wherein the agent device is further configured to:
identify at least one satisfied request among the requests, and
modify the predefined order to promote at least one user interface tab to a first tab position, wherein the promoted user interface tab comprises a similar request to the at least one satisfied request.

11. The system of claim 10 , wherein the agent device is further configured to:
retrieve an agent profile comprising at least one agent preference record, and
identify at least one agent preference to order the user interface tabs.

12. The system of claim 11 , wherein the agent device is further configured to:
apply the at least one agent preference by comparing the call content to at least one term associated with the at least one agent preference.

13. The system of claim 12 , wherein the agent server is further configured to:
match the at least one term associated with the at least one agent preference to the call content, and
increase a priority of the at least one user interface tab comprising the matched at least one term.

14. The system of claim 8 , wherein the agent device is further configured to:
display a new order of the user interface tabs on the agent device based on changes to the priority of the at least one user interface tab.

15. Non-transitory computer readable storage media configured to store instructions that, when executed, are configured to cause respective processors at a call routing server to perform:
receiving a plurality of calls for customer service support from a corresponding plurality of customer devices;
retrieving user profiles associated with each of the plurality of calls and identifying call information for each of the plurality of calls;
determining at least one of the plurality of calls is associated with a profile of a first user having a task deadline approaching sooner than other profiles of other users;
establishing, based on the determining, a priority for the at least one call to be processed by an agent device; and
transmitting the established priority to the agent device.

16. The non-transitory computer readable storage medium of claim 15 , wherein the instructions are further configured to cause the respective processors to perform:
processing the call information to extract call content comprising call purposes, requests, and current health conditions of each of the plurality of calls;
queueing the plurality of calls in a predefined order based on the call content extracted from the call information; and
displaying a plurality of user interface tabs in a predefined order on an agent interface of the agent device assigned to process the calls.

17. The non-transitory computer readable storage medium of claim 15 , wherein the instructions are further configured to cause the respective processors to perform:
identifying at least one satisfied request among the requests; and
modifying the predefined order to promote at least one user interface tab to a first tab position, wherein the promoted user interface tab comprises a similar request to the at least one satisfied request.

18. The non-transitory computer readable storage medium of claim 17 , wherein the instructions are further configured to cause the respective processors to perform:
retrieving an agent profile comprising at least one agent preference record; and
identifying at least one agent preference for ordering the user interface tabs.

Assignees

• West Corp

Inventors

• Dirienzi Jonathan R
• Levine Jonathan
• Weaver Eric

Classifications

• H04M3/5133

  Operator terminal details · CPC title

• H04M3/5233

  Operator skill based call distribution · CPC title

• H04L67/14

  Session management (for real-time applications in data packet communications networks H04L65/1066) · CPC title

• H04L67/10

  in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46) · CPC title

• H04M2203/256

  comprising a service specific user interface · CPC title