Granted Patent B1

US 9,661,141 · App. 15/019,545 · Granted May 23, 2017

Abstract

Claims (77)

1. A method of a communication device, comprising:

reserving, by a processor of the communication device, a plurality of conference call bridges associated with a plurality of agents;

creating, by the processor, a first queue for the plurality of conference call bridges and assigning the plurality of agents that are associated with the plurality of conference call bridges to the first queue;

determining, by the processor, whether a first conference call bridge of the plurality of conference call bridges is associated with a higher number of agents in the first queue than other conference call bridges;

creating, by the processor, a second queue for the plurality of conference call bridges;

assigning, by the processor, the agents associated with the first conference call bridge from the first queue to the second queue; and

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

2. The method of claim 1 , wherein the first queue is created by a schedule and staffing application of the computing device 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 one or more agents and files generated by a conferencing application of the computing device; and

filtering data from the quality report to create billable entries.

5. The method of claim 1 , further comprising:

generating a view for at least one conference call bridge; and

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

6. The method of claim 1 , further comprising:

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

storing the activities in a database; and

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

7. The method of claim 1 , further comprising:

detecting authentication of 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 the 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 at least one agent 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 of a communication device, comprising:

reserving, by a processor of the communication device, a plurality of conference call bridges associated with a plurality of agents;

creating, by the processor, a first queue for the plurality of conference call bridges and assigning the plurality of agents that are associated with the plurality of conference call bridges to the first queue;

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

increasing, by the processor, a priority of one or more agents associated with a busier conference call bridge over agents associated with other conference call bridges by assigning the one or more agents from the first queue to the second queue.

14. A method of a communication device, comprising:

creating, by a processor of the communication device, a first queue for a plurality of conference call bridges associated with a plurality of conference calls;

assigning, by the processor, at least one agent associated with a conference call bridge to the first queue;

moving, by the processor, the at least one agent associated with the conference call bridge up in the first queue;

determining whether the conference call bridge is associated with a higher number of agents in the first queue than other conference call bridges;

creating a second queue for the conference call bridge when the conference call bridge is associated with the higher number of agents;

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

increasing a priority of the at least one agent associated with a busier conference call bridge over agents associated with other conference call bridges by moving an assignment of 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:

create a first queue for a plurality of conference call bridges and assign a plurality of agents associated with the plurality of conference call bridges to the first queue;

determine whether a first conference call bridge of the plurality of conference call bridges is associated with a higher number of agents in the first queue than other conference call bridges;

create a second queue when the first conference call bridge is associated with the higher number of agents;

assign one or more agents associated with the first conference call bridge from the first queue to the second queue; and

increase a priority of agents associated with a busier conference call bridge over agents associated with other conference call bridges by moving an assignment of the one or more 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 at least one of:

detecting authentication of 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.

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

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

creating a third queue for a second conference call bridge.

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

assigning the one or more agents from the second queue to the third queue; and

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 third queue.

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

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

holding the one or more agents in the second queue.

20. The non-transitory computer readable medium of claim 19 , further comprising instructions executable by the at least one processor for at least one of:

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

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

Assignments (9)