Sending progress update messages while a user is on hold
A communication session (e.g., voice or video) is established between a first party and a second party. The communication session is placed on hold or mute by the second party. While the first party is on hold or mute, an event associated with the second party is detected. For example, the second party calls a third party. In response to detecting the event associated with the second party, a progress update message is sent to first party on hold or mute. For example, the progress update message may be a voice message that states the second party (e.g., the contact center agent) is talking to a third party to resolve an issue of the first party. By sending the progress update message, the first party is apprised of the second party's progress in assisting the first party.
1. A system comprising:
a microprocessor; and
a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to:
place a first real-time voice or video communication session on hold or mute, wherein the first real-time voice or video communication session is with a first communication endpoint of a first party that is placed on hold or mute by a second communication endpoint of a second party;
while the first real-time voice or video communication session is placed on hold or mute, detect that the second communication endpoint has received a request to establish a second real-time voice or video communication session from a third communication endpoint of a third party while the first real-time voice or video communication session is placed on hold or mute;
determine that the second real-time voice or video communication session relates to the first party; and
in response to determining that the second real-time voice or video communication session relates to the first party, send a progress update message in the first real-time voice or video communication session to the first communication endpoint while the first real-time voice or video communication session is on hold or mute, wherein the progress update message indicates that the second party has received the request.
2. The system of claim 1 , wherein the progress update message indicates the estimated time of completion of the second real-time voice or video communication session.
3. The system of claim 1 , wherein the progress update message further indicates at least one of: a topic being discussed in the second real-time voice or video communication session and the second party is talking to the third party in the second real-time voice or video communication session.
4. The system of claim 1 , further comprising detecting the second communication endpoint is placing a third real-time voice or video communication session to a fourth communication endpoint of a fourth party while the first real-time voice or video communication session is placed on hold or mute and wherein the progress update message further indicates that the second communication endpoint has placed the third real-time voice or video communication session to the fourth communication endpoint.
5. The system of claim 1 , further comprising detecting the second communication endpoint has sent or received a document to or from the third communication endpoint while the first real-time voice or video communication session is placed on hold or mute and the progress update message further indicates that the second party has sent or received the document to or from the third party.
6. The system of claim 1 , further comprising detecting the second communication endpoint was unable to establish a third real-time voice or video communication session with a fourth communication endpoint of a fourth party while the first real-time voice or video communication session is placed on hold or mute and wherein the progress update message further indicates that the second party was unable to establish the third real-time voice or video communication session.
7. The system of claim 1 , further comprising detecting one or more events that the second communication endpoint has or is at least one of: ended a real-time voice or video communication session with the third communication endpoint of the third party, been placed on hold or mute, sent an email to the third communication endpoint of the third party, received an email from the third communication endpoint of the third party, established an Instant Messaging (IM) session with the third communication endpoint of the third party, ended the IM session with the third communication endpoint of the third party, failed to establish the IM session with the third communication endpoint of the third party, sent a text message to the third communication endpoint of the third party, received a text message from the third communication endpoint of the third party, displayed a document, connected to a database, displayed a web page, received a web search, scanned a document, sent a FAX, established a second real-time voice or video communication session with a supervisor or specialist, waiting to receive a communication, waiting to receive a document, displaying a customer document, receiving input that the second party is editing a document, displaying a video, accessing a social media network, receiving input that the second party is testing a product, displaying an order, checking a status of an open query or action item, checking the status of an application, or displaying a prior communication history of a customer.
8. The system of claim 1 , wherein the progress update message is sent to the first communication endpoint based on an input from the second party.
9. The system of claim 1 , wherein the instructions further program the microprocessor to detect an occurrence of an event and filter the event to determine whether the event is associated with the first party prior to sending the progress update message.
10. The system of claim 1 , wherein the progress update message further comprises a question that the first party can answer.
11. A method comprising:
placing, by a microprocessor, a first real-time voice or video communication session on hold or mute, wherein the first real-time voice or video communication session is with a first communication endpoint of a first party that is placed on hold or mute by a second communication endpoint of a second party;
while the first real-time voice or video communication session is placed on hold or mute, detecting, by the microprocessor, that the second communication endpoint has received a request to establish a second real-time voice or video communication session from a third communication endpoint of a third party while the first real-time voice or video communication session is placed on hold or mute;
determining the second real-time voice or video communication session relates to the first party; and
in response to determining that the second real-time voice or video communication session relates to the first party, sending, by the microprocessor, a progress update message in the first real-time voice or video communication session to the first communication endpoint while the first real-time voice or video communication session is on hold or mute, wherein the progress update message indicates that the second party has received the request.
12. The method of claim 11 , wherein the progress update message further indicates at least one of: a topic being discussed in the second real-time voice or video communication session and the second party is talking to the third party in the second real-time voice or video communication session.
13. The method of claim 11 , further comprising detecting the second communication endpoint is placing a third real-time voice or video communication session to a fourth communication endpoint of a fourth party while the first real-time voice or video communication session is placed on hold or mute and wherein the progress update message further indicates that the second communication endpoint has placed the third real-time voice or video communication session to the fourth communication endpoint.
14. The method of claim 11 , further comprising detecting the second communication endpoint has sent or received a document to or from the third communication endpoint while the first real-time voice or video communication session is placed on hold or mute and the progress update message further indicates that the second party has sent or received the document to or from the third party.
15. The method of claim 11 , further comprising detecting the second communication endpoint was unable to establish a third real-time voice or video communication session with a fourth communication endpoint of a fourth party while the first real-time voice or video communication session is placed on hold or mute and wherein the progress update message further indicates that the second party was unable to establish the third real-time voice or video communication session.
16. The method of claim 11 , further comprising detecting one or more events that the second communication endpoint has or is at least one of: ended a real-time voice or video communication session with the third communication endpoint of the third party, been placed on hold or mute, sent an email to the third communication endpoint of the third party, received an email from the third communication endpoint of the third party, established an Instant Messaging (IM) session with the third communication endpoint of the third party, ended the IM session with the third communication endpoint of the third party, failed to establish the IM session with the third communication endpoint of the third party, sent a text message to the third communication endpoint of the third party, received a text message from the third communication endpoint of the third party, displayed a document, connected to a database, displayed a web page, received a web search, scanned a document, sent a FAX, established a second real-time voice or video communication session with a supervisor or specialist, waiting to receive a communication, waiting to receive a document, displayed a customer document, receiving input that the second party is a document, displaying a video, accessing a social media network, receiving input that the second party is testing a product, displaying an order, checking a status of an open query or action item, checking the status of an application, or displaying a prior communication history of a customer.
17. The method of claim 11 , wherein the progress update message is sent to the first communication device based on an input from the second party.
18. A contact center comprising:
a microprocessor; and
a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to:
place a first real-time voice or video communication session on hold or mute, wherein the first real-time voice or video communication session is with a first communication endpoint of a first party that is placed on hold or mute by a communication endpoint of a contact center agent;
while the first real-time voice or video communication session is placed on hold or mute, detect that the communication endpoint of the contact center agent has received a request to establish a second real-time voice or video communication session from a second communication endpoint of a second party while the first real-time voice or video communication session is placed on hold or mute;
determine that the second real-time voice or video communication session relates to the first party; and
in response to determining that the second real-time voice or video communication session relates to the first party, send a progress update message in the first real-time voice or video communication session to the first communication endpoint while the first real-time voice or video communication session is on hold or mute, wherein the progress update message indicates that the communication endpoint of the contact center agent has received the request to establish the second real-time voice or video communication session.
19. The contact center of claim 18 , further comprising detecting the communication endpoint of the contact center agent is placing a third real-time voice or video communication session to a third communication endpoint of a third party while the first real-time voice or video communication session is placed on hold or mute and the progress update message further indicates that the communication endpoint of the contact center agent has placed the third real-time voice or video communication session.
20. The contact center of claim 18 , further comprising detecting the communication endpoint of the contact center agent has sent or received a document to or from the second communication endpoint while the first real-time voice or video communication session is placed on hold or mute and the progress update message further indicates that the contact center agent has sent or received the document to or from the second communication endpoint.