Method and apparatus for scheduling callbacks via offline offer tasks to knowledge workers

Patent metadata

Field	Value
Publication number	US-9680996-B2
Application number	US-17407308-A
Country	US
Kind code	B2
Filing date	Jul 16, 2008
Priority date	Jul 16, 2008
Publication date	Jun 13, 2017
Grant date	Jun 13, 2017

Abstract

In one embodiment, a method includes a request that is obtained by a call center system from a customer. The method also includes identifying a first set of experts that includes at least a first expert suitable for, or capable of, processing the request. The first expert is offline with respect to the call center system. An offer task is created and provided to the first set of experts. The offer task identifies the request and initiates the scheduling of a callback to address the request.

First claim

What is claimed is:

1. A method comprising:
obtaining a request, the request being obtained by a call center system from a customer during a call from the customer to the call center system;
identifying a first set of experts using the call center system, the first set of experts including at least a first expert, the first set of experts being suitable for processing the request, wherein the at least first expert is offline with respect to the call center system, wherein identifying the first set of experts includes identifying a preferred communication modality for the first expert from a plurality of communication modalities;
creating an offer task, the offer task being arranged to identify the request and to initiate the scheduling of a callback to address the request; and
providing the offer task to the first set of experts using the call center system, wherein providing the offer task to the first set of experts includes providing the offer task to the first expert using the preferred communication modality.

2. The method of claim 1 further including:
obtaining an acceptance of the offer task from the first expert; and
retracting the offer task from all included in the first set of experts except for the first expert.

3. The method of claim 1 wherein providing the offer task to the first expert includes transmitting the offer task to the first expert using a communications interface of the call center system.

4. A method comprising:
obtaining a request, the request being obtained by a call center system from a customer during a call from the customer to the call center system;
identifying a first set of experts suitable for processing the request using the call center system, the first set of experts including at least a first expert suitable for processing the request and a second expert suitable for processing the request, wherein the at least first expert is offline with respect to the call center system;
creating an offer task, the offer task being arranged to identify the request and to initiate the scheduling of a callback to address the request;
providing the offer task to the first set of experts;
obtaining a first acceptance of the offer task from the first expert;
obtaining a second acceptance of the offer task from the second expert;
determining whether to accept the first acceptance or the second acceptance;
accepting the first acceptance;
scheduling a contact between the customer and the first expert after accepting the first acceptance; and
retracting the offer task from the second expert.

5. A method comprising:
obtaining a request, the request being obtained by a call center system from a customer during a call from the customer to the call center system;
identifying a first set of experts using the call center system, the first set of experts including at least a first expert, the first set of experts being suitable for processing the request, wherein the at least first expert is offline with respect to the call center system and wherein the first set of experts has a first area of expertise;
creating an offer task, the offer task being arranged to identify the request and to initiate the scheduling of a callback to address the request;
providing the offer task to the first set of experts;
identifying a second set of experts, the second set of experts including at least a second expert suitable for processing the request, the second set of experts having a second area of expertise, wherein the second expert is offline with respect to the call center system; and
providing the offer task to the second set of experts.

6. The method of claim 5 further including:
obtaining a first acceptance of the offer task from the first expert;
obtaining a second acceptance of the offer task from the second expert; and
scheduling a contact between the customer, the first expert, and the second expert after obtaining the first acceptance and the second acceptance.

7. Logic encoded in one or more non-transitory computer-readable media for execution and when executed operable to:
obtain a request, the request being obtained by a call center system from a customer during a call from the customer to the call center system;
identify a first set of experts using the call center system, the first set of experts including at least a first expert, the first set of experts being suitable for processing the request, wherein the at least first expert is offline with respect to the call center system;
create an offer task, the offer task being arranged to identify the request and to initiate the scheduling of a contact to address the request; and
provide the offer task to the first set of experts, wherein the logic operable to identify the first set of experts includes logic operable to identify a preferred communication modality from a plurality of communication modalities for the first expert, and wherein the logic operable to provide the offer task to the first set of experts is further operable to provide the offer task to the first expert using the preferred communication modality.

8. Logic encoded in one or more non-transitory computer-readable media for execution and when executed operable to:
obtain a request, the request being obtained by a call center system from a customer during a call from the customer to the call center system;
identify a first set of experts suitable for processing the request using the call center system, the first set of experts including at least a first expert suitable for processing the request and a second expert suitable for processing the request, wherein the at least first expert is offline with respect to the call center system;
create an offer task, the offer task being arranged to identify the request and to initiate the scheduling of a contact to address the request;
provide the offer task to the first set of experts, wherein the logic operable to identify the first set of experts includes logic operable to identify a preferred communication modality from a plurality of communication modalities for the first expert, and wherein the logic operable to provide the offer task to the first set of experts is further operable to provide the offer task to the first expert using the preferred communication modality;
obtain a first acceptance of the offer task from the first expert;
obtain a second acceptance of the offer task from the second expert;
determine whether to accept the first acceptance or the second acceptance;
accept the first acceptance;
schedule a contact between the customer and the first expert after accepting the first acceptance; and
retract the offer task from the second expert.

9. Logic encoded in one or more non-transitory computer-readable media for execution and when executed operable to:
obtain a request, the request being obtained by a call center system from a customer during a call from the customer to the call center system;
identify a first set of experts suitable for processing the request using the call center system, the first set of experts including at least a first expert suitable for processing the request, wherein the at least first expert is offline with respect to the call center system and wherein the first set of experts has a first area of expertise;
identify a second set of experts, the second set of experts including at least a second expert suitable for processing the request, the second set of experts having a second area of expertise, wherein the second expert is offline with respect to the call center system;
create an offer task, the offer task being arranged to identify the request and to initiate the scheduling of a contact to address the request;
provide the offer task to the first set of experts, whe

Assignees

• Kumar Sanjeev
• Jain Mukul
• Shaffer Shmuel
• Khouri Joseph
• Cisco Tech Inc

Inventors

• Kumar Sanjeev
• Jain Mukul
• Shaffer Shmuel
• Khouri Joseph

Classifications

• H04M3/42195

  Arrangements for calling back a calling subscriber (when the wanted subscriber ceases to be busy H04M3/48) · CPC title

• H04M3/5191 Primary

  interacting with the Internet · CPC title