Mobile expert desktop

Patent metadata

Field	Value
Publication number	US-9984374-B2
Application number	US-201313776684-A
Country	US
Kind code	B2
Filing date	Feb 25, 2013
Priority date	Feb 25, 2013
Publication date	May 29, 2018
Grant date	May 29, 2018

Abstract

Embodiments of the present invention are directed to a system and method for handling an interaction via an end user device. The end user device receives context data related to the interaction over a data channel, and displays the context data and a list of media channels available for handling the interaction. A user selection of one of the media channels in the list is received. The interaction is received over the selected media channel. Embodiments of the present invention are also directed to a system and method for handling an interaction via an end user device. An agent is identified as being logged-in, and in response, each of a plurality of media channels associated with the user is monitored for determining presence of the agent on each of the plurality of media channels.

First claim

The invention claimed is:

1. A method for handling an interaction via an end user device, the method comprising:
identifying, by a processor, an agent as being logged-in;
monitoring, by the processor, in response to identifying the agent being logged-in, each of a plurality of media channels associated with the agent for determining presence of the agent on each of the plurality of media channels and reporting the presence of the agent on each of the media channels, wherein one of the plurality of media channels is a voice channel;
setting, by the processor, the presence of the agent to denote that the agent is present on the voice channel in response to receipt of a corresponding presence setting from the agent;
determining, by the processor, insufficient audio quality for the voice channel;
in response to determining the insufficient audio quality, automatically transitioning the presence of the agent on the voice channel from denoting that the agent is present, to denoting that the agent is not present;
identifying, by the processor, an interaction for being handled by the agent based, at least in part, on the presence of the agent on at least one of the plurality of media channels;
identifying, by the processor, a first media channel from the plurality of media channels for which the agent is identified as being present;
transmitting, by the processor, an invitation to the agent over the first media channel to handle the interaction;
receiving, by the processor, in response to the invitation, selection from the agent of a second media channel from the plurality of media channels prior to routing the interaction over the first media channel, wherein the second media channel is different from the first media channel; and
in response to the user selection of the second media channel, routing a request for the interaction to the second media channel for establishing a communication session over the second media channel for handling the interaction.

2. The method of claim 1 , wherein the second media channel is selected from a group consisting of a voice channel, an Internet telephony channel, and text message channel.

3. The method of claim 1 , wherein the agent is identified as being available in response to logging-in to a contact center server.

4. The method of claim 1 , wherein an end device associated with the agent includes an agent application configured to receive and forward agent login information.

5. The method of claim 4 , wherein the agent application is configured to provide a presence controller for each of the plurality of media channels, wherein the agent application is configured to detect a setting of the presence controller and forward the setting to a contact center server.

6. The method of claim 5 , wherein the setting is for indicating whether the agent is present or not present.

7. The method of claim 5 , wherein the presence controller is configured to be set manually in response to input by the agent.

8. The method of claim 1 further comprising:
identifying, by the processor, context data related to the interaction; and
providing, by the processor, the context data for display on a device accessible to the agent.

9. The method of claim 1 , wherein the first media channel is accessible via a first device accessible to the agent, and the second media channel is accessible via a second device accessible to the agent the second device being different from the first device.

10. The method of claim 9 , wherein at least one of the first or second devices is a telephony device.

11. A system for handling an interaction via a mobile end user device, the system comprising:
a processor; and
a memory storing instructions which, when executed by the processor, cause the processor to:
identify an agent as being logged-in;
monitor, in response to identifying the agent being logged-in, each of a plurality of media channels associated with the user for determining presence of the user on each of the plurality of media channels and reporting the presence of the agent on each of the media channels, wherein one of the plurality of media channels is a voice channel;
set the presence of the agent to denote that the agent is present on the voice channel in response to receipt of a corresponding presence setting from the agent;
determine insufficient audio quality for the voice channel;
in response to determining the insufficient audio quality, automatically transition the presence of the agent on the voice channel from denoting that the agent is present, to denoting that the agent is not present;
identify an interaction for being handled by the agent based, at least in part, on the presence of the agent on at least one of the plurality of media channels;
identify a first media channel from the plurality of media channels for which the agent is identified as being present;
transmit an invitation to the agent over the first media channel to handle the interaction;
receive, in response to the invitation, selection from the agent of a second media channel from the plurality of media channels prior to routing the interaction over the first media channel, wherein the second media channel is different from the first media channel; and
in response to the user selection of the second media channel, route a request for the interaction to the second media channel for establishing a communication session over the second media channel for handling the interaction.

12. The system of claim 11 , wherein the second media channel is selected from a group consisting of a voice channel, an Internet telephony channel, and text message channel.

13. The system of claim 11 , wherein the agent is identified as being available in response to logging-in to a contact center server.

14. The system of claim 11 , wherein an end device associated with the agent includes an agent application configured to receive and forward agent login information.

15. The system of claim 14 , wherein the agent application is configured to provide a presence controller for each of the plurality of media channels, wherein the agent application is configured to detect a setting of the presence controller and forward the setting to a contact center server.

16. The system of claim 15 , wherein the setting is for indicating whether the agent is present or not present.

17. The system of claim 15 , wherein the presence controller is configured to be set manually in response to input by the agent.

18. The system of claim 11 , wherein the determining presence includes determining whether the agent is available on each of the plurality of media channels to handle the interaction.

19. The system of claim 11 , wherein the instructions further cause the processor to:
identify context data related to the interaction; and
provide the context data for display on a device accessible to the agent.

20. The system of claim 11 , wherein the first media channel is accessible via a first device accessible to the agent, and the second media channel is accessible via a second device accessible to the agent the second device being different from the first device.

21. The system of claim 20 , wherein at least one of the first or second devices is a telephony device.

Assignees

• Genesys Telcommunications Laboratories Inc
• Genesys Telecommunications Laboratories Inc

Inventors

• Saint-Marc Jerome

Classifications

• G06Q30/016 Primary

  After-sales · CPC title

• G06F3/0484

  for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range · CPC title

• G06F3/0482

  Interaction with lists of selectable items, e.g. menus · CPC title

• H04M9/001

  Two-way communication systems between a limited number of parties · CPC title