System and method for site aware routing for callback

Patent metadata

Field	Value
Publication number	US-9986096-B2
Application number	US-201615242116-A
Country	US
Kind code	B2
Filing date	Aug 19, 2016
Priority date	Aug 19, 2016
Publication date	May 29, 2018
Grant date	May 29, 2018

Abstract

A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

First claim

The invention claimed is:

1. A system, comprising:
a router to route a call to agent stations;
a processor and a memory, where the memory stores instructions that, when executed by the processor, cause the processor to:
identify the call as a callback call;
identify a site local to the router, wherein the callback call is initiated from the site local to the router;
in response to identifying the site, select a first agent for handling the callback call based on the identified site, wherein the first agent is associated with a first agent station located at the site local to the router;
determine availability of the first agent;
in response to determining that the first agent is unavailable, determine that a time threshold has not been satisfied;
in response to determining that the time threshold has not been satisfied, wait for the first agent to become available within the time threshold before routing the callback call to an available second agent station located at a site remote to the router;
identify that the first agent is available; and
establish the callback call with the first agent station in response to the first agent being identified as available.

2. The system of claim 1 , wherein the instructions further cause the processor to:
in response to determining that the time threshold has been met, establish the callback call with the second agent station.

3. The system of claim 1 , further comprising an orchestration server configured to establish the callback with the first agent station.

4. The system of claim 1 , further comprising monitor a success rate of customer answered callbacks.

5. The system of claim 4 , further comprising adjust a number of callbacks based on the success rate.

6. The system of claim 1 , wherein the instructions further include instructions that cause the processor to identify that the first agent associated with the first agent station is becoming available.

7. The system of claim 1 , wherein the instructions further include instructions that cause the processor to consider a primary and a secondary skill of the first agent associated with the first agent station before establishing the callback call with the first agent station.

8. The system of claim 1 , wherein the instructions further cause the processor to optimize pacing of future callbacks based on establishing the callback call with the first agent station.

9. The system of claim 8 , wherein the instructions further cause the processor to monitor inbound call traffic to optimize pacing.

10. The system of claim 1 , wherein the router recommends a site for routing the callback call in a notification message for the call.

11. The system of claim 1 , wherein the instructions further cause the processor to:
select a specific site for initiating the callback call, wherein the specific site is selected to be the site associated with the router; and
initiate the call from the site.

12. A method, comprising:
identifying, by a processor, the call as a callback call;
identifying, by the processor, a site local to the router, wherein the callback call is initiated from the site local to the router;
in response to identifying the site, selecting, by the processor, a first agent for handling the callback call based on the identified site, wherein the first agent is associated with a first agent station located at the site local to the router;
determining, by the processor, availability of the first agent;
in response to determining that the first agent is unavailable, determining, by the processor, that a time threshold has not been satisfied;
in response to determining that the time threshold has not been satisfied, waiting, by the processor, for the first agent to become available within the time threshold before routing the callback call to an available second agent station located at a site remote to the router;
identifying, by the processor, that the first agent is available; and
establishing, by the processor, the callback call with the first agent station in response to the first agent being identified as available.

13. The method of claim 12 , further comprising:
in response to determining that the time threshold has been met, establishing the callback call with the second agent station.

14. The method of claim 12 , further comprising predicting when the first agent station is becoming available.

15. The method of claim 12 , further comprising monitoring a success rate of customer answered callbacks.

16. The method of claim 15 , further comprising adjusting a number of callbacks based on the success rate.

17. The method of claim 12 , further comprising identifying that the first agent associated with the first agent station is becoming available.

18. The method of claim 12 , further comprising considering a primary and a secondary skill of the first agent associated with the first agent station before establishing the callback call with the first agent station.

19. The method of claim 12 , further comprising optimizing pacing of future callbacks based on establishing the callback call with the first agent station.

20. The method of claim 19 , further comprising monitoring inbound call traffic to optimize pacing.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Mezhibovsky Vladimir
• Korolev Nikolay
• Teryoshin Vitaliy
• Duclos Gregory
• Ristock Herbert

Classifications

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M3/5231 Primary

  with call back arrangements · CPC title

• H04M3/5232

  Call distribution algorithms · CPC title

• H04M3/5237

  Interconnection arrangements between ACD systems · CPC title