Granted Patent B1

US 9,258,181 · App. 11/951,433 · Granted Feb 9, 2016

Abstract

Claims (81)

1. A method for managing agent login, comprising:

reserving a plurality of conference call bridges, each conference call bridge comprising one or more agents;

creating a first queue comprising the one or more agents, wherein the first queue is indicative of a number of agents assigned to each of the conference call bridges;

monitoring efficiency of the plurality of conference call bridges;

determining whether a first conference call bridge of the plurality of conference call bridges comprises a higher number of agents than other conference call bridges in the first queue;

creating a second queue comprising agents associated with the first conference call bridge and agents associated with the other conference call bridges;

assigning the agents from the first queue to the second queue; and

increasing priority of the agents associated with a busier conference call bridge over agents associated with the other conference call bridges by moving agent assignments for the first conference call bridge up in the second queue.

2. The method of claim 1 , wherein the first queue is determined by a schedule and staffing application based on credentials of the one or more agents.

3. The method of claim 1 , further comprising:

performing logging of activities; and

storing the logging of activities in a payroll file.

4. The method of claim 1 , further comprising:

generating a quality report reconciling time spent by the one or more agents and files generated by a conferencing application; and

filtering data from the quality report to create billable entries.

5. The method of claim 1 , further comprising:

generating a view for the at least one bridge; and

displaying the view to a supervisor of the one or more agents to monitor status of the one or more agents.

6. The method of claim 1 , further comprising:

communicating with an application to analyze activities of the one or more conference call bridges;

storing the activities in a database; and

generating a composite view of the activities for a supervisor of the one or more agents.

7. The method of claim 1 , further comprising:

detecting authentication of the one or more agents;

performing a single login for the one or more agents; and

automatically logging the one or more agents into the first conference call bridge.

8. The method of claim 7 , wherein the performing of the single login comprises:

retrieving credentials of the one or more agents; and

obtaining assignment of the one or more agents from the second queue using the credentials.

9. The method of claim 7 , further comprising:

dialing a predetermined number through a voice recording system to the one or more agents; and

recording a conference call of the first conference call bridge.

10. The method of claim 7 , further comprising:

monitoring a status of the first queue, statuses of the one or more agents, and productivity of the one or more agents.

11. The method of claim 1 , further comprising:

identifying one or more agents for a private conference call;

creating a third queue for a second conference call bridge; and

assigning one or more agents from the second queue to the third queue,

wherein the one or more agents associated with the second conference call bridge have a higher priority than one or more agents associated with the other conference call bridges in the second queue.

12. The method of claim 1 , further comprising:

selecting at least one agent for a private conference call;

holding the one or more agents in the second queue;

terminating a conference call of the first conference call bridge; and

removing other participants of the conference call from the second queue.

13. A method for managing agent login, comprising:

reserving a plurality of conference call bridges, each conference call bridge comprising one or more agents;

creating a first queue comprising the one or more agents and indicative of a number of agents assigned to each of the conference call bridges;

monitoring efficiency of the plurality of conference call bridges;

creating a second queue for the plurality of conference call bridges; and

increasing a priority of a few of the agents associated with a busier conference call bridge over agents associated with other conference call bridges by assigning the few of the agents from the first queue to the second queue.

14. A method for managing agent login, comprising:

selecting at least one agent from a plurality of agents for a conference call;

creating a first queue for a conference call bridge of the conference call;

assigning the at least one agent to the first queue;

moving the at least one agent assigned to the conference call bridge up in the queue;

monitoring efficiency of the bridge, and determining whether the bridge comprises a higher number of agents in the first queue than other bridges in the first queue;

creating a second queue for the bridge when the bridge comprises the higher number of agents;

assigning at least one agent associated with the bridge from the first queue to the second queue; and

increasing priority of the at least one agent associated with a busier conference call bridge over agents associated with other conference call bridges by moving the at least one agent up in the second queue.

15. A non-transitory computer readable medium comprising computer-executable instructions, that, when executed, cause at least one processor to:

reserve a plurality of bridges, each bridge comprising one or more agents;

create a first queue for the plurality of bridges, the first queue comprising the one or more agents, wherein the first queue is indicative of a number of agents assigned to each of the bridges;

monitor efficiency of the plurality of bridges;

determine whether a first bridge of the plurality of bridges comprises a higher number of agents in the first queue than other bridges in the first queue;

create a second queue when the first bridge comprises the higher number of agents;

assign one or more agents from the first queue to the second queue; and

increase the priority of the agents associated with a busier conference call bridge over agents associated with other conference call bridges by moving agents associated with the first conference call bridge up in the second queue.

16. The non-transitory computer readable medium of claim 15 , further comprising instructions executable by the at least one processor for:

detecting authentication of the one or more agents;

performing a single login for the one or more agents; and

automatically logging the one or more agents into the first bridge.

17. The non-transitory computer readable medium of claim 16 , further comprising instructions executable by the at least one processor for:

identifying the one or more agents for a private conference call;

creating a third queue for a second bridge; and

assigning the one or more agents from the second queue to the third queue,

wherein the one or more agents associated with the second bridge have a higher priority than one or more agents associated with the other bridges in the third queue.

18. The non-transitory computer readable medium of claim 16 , further comprising instructions executable by the at least one processor for:

selecting the one or more agents for a private conference call;

holding the one or more agents in the second queue;

terminating a conference call of the first bridge; and

removing other participants of the conference call from the second queue.

Assignments (8)