Granted Patent B1

US 10,587,755 · App. 16/125,853 · Granted Mar 10, 2020

Inventors: Jonathan R. Dirienzi (Eagleville, PA); Jonathan Levine (Chesterbrook, PA); Eric Weaver (West Chester, PA)

Assignee: West Corporation

H04M3/5183H04L67/306H04M3/5133H04M3/5235H04M2203/256

Abstract

Claims (71)

1. A computer-implemented method, comprising:

receiving, by an agent server, a plurality of calls for customer service support from a corresponding plurality of customer devices;

determining, by the agent server, that at least one call, of the plurality of calls, is associated with a customer profile of a first customer having a task deadline approaching sooner than customer profiles of other customers;

establishing, by the agent server, a priority for the at least one call to be processed by an agent device; and

transmitting, by the agent server, the established priority to the agent device.

2. The computer-implemented method of claim 1 , further comprising:

identifying call information for the plurality of calls;

processing, by the agent server, the call information to extract call content comprising call purposes, requests, and current health conditions of each of the plurality of calls;

queuing, by the agent server, the plurality of calls in a predefined order based on the call content extracted from the call information; and

displaying, by an agent device, a plurality of user interface tabs in a predefined order on an agent interface of the agent device assigned to process the calls.

3. The computer-implemented method of claim 1 , further comprising:

identifying, by the agent device, at least one satisfied request among the requests; and

modifying, by the agent device, the predefined order to promote at least one user interface tab to a first tab position, wherein the promoted user interface tab comprises a similar request to the at least one satisfied request.

4. The computer-implemented method of claim 3 , further comprising:

retrieving, by the agent device, an agent profile comprising at least one agent preference record; and

identifying, by the agent device, at least one agent preference for ordering the user interface tabs.

5. The computer-implemented method of claim 4 , further comprising:

applying, by the agent device, the at least one agent preference by comparing the call content to at least one term associated with the at least one agent preference.

6. The computer-implemented method of claim 5 , further comprising:

matching, by the agent server, the at least one term associated with the at least one agent preference to the call content; and

increasing by the agent server, a priority of the at least one user interface tab comprising the matched at least one term.

7. The computer-implemented method of claim 1 , further comprising:

displaying, by the agent device, a new order of the user interface tabs on the agent device based on changes to the priority of the at least one user interface tab.

8. A system, comprising:

an agent device assigned to process calls; and

an agent server that comprises:

a receiver configured to receive a plurality of calls for customer service support from a corresponding plurality of customer devices; and

a processor configured to:

determine at least one call, of the plurality of calls, is associated with a customer profile of a first customer having a task deadline approaching sooner than customer profiles of other customers,

establish a priority for the at least one call to be processed by the agent device, and

transmit the assigned priority to the agent device.

9. The apparatus of claim 8 , wherein the agent server is further configured to:

identify call information for the plurality of calls,

process the call information to extract call content comprising call purposes, requests, and current health conditions of each of the plurality of calls, and

queue the plurality of calls in a predefined order based on the call content extracted from the call information; and

the agent device is configured to display a plurality of user interface tabs in a predefined order on an agent interface of the agent device assigned to process the calls.

10. The apparatus of claim 8 , wherein the agent device is further configured to:

identify at least one satisfied request among the requests, and

modify the predefined order to promote at least one user interface tab to a first tab position, wherein the promoted user interface tab comprises a similar request to the at least one satisfied request.

11. The apparatus of claim 10 , wherein the agent device is further configured to:

retrieve an agent profile comprising at least one agent preference record, and

identify at least one agent preference to order the user interface tabs.

12. The apparatus of claim 11 , wherein the agent device is further configured to:

apply the at least one agent preference via a comparison of the call content to at least one term associated with the at least one agent preference.

13. The apparatus of claim 12 , wherein the agent server is further configured to:

match the at least one term associated with the at least one agent preference to the call content, and

increase a priority of the at least one user interface tab comprising the matched at least one term.

14. The apparatus of claim 8 , wherein the agent device is further configured to:

display a new order of the user interface tabs on the agent device based on changes to the priority of the at least one user interface tab.

15. A non-transitory computer readable storage medium configured to store one or more instructions that when executed by a processor cause the processor to perform:

receiving a plurality of calls for customer service support from a corresponding plurality of customer devices;

determining that at least one call, of the plurality of calls, is associated with a customer profile of a first customer having a task deadline approaching sooner than customer profiles of other customers;

establishing a priority for the at least one call to be processed by an agent device; and

transmitting the established priority to the agent device.

16. The non-transitory computer readable storage medium of claim 15 , further configured to store one or more instructions that when executed by the processor cause the processor to perform:

identifying call information for the plurality of calls;

processing the call information to extract call content comprising call purposes, requests, and current health conditions of each of the plurality of calls;

queuing the plurality of calls in a predefined order based on the call content extracted from the call information; and

displaying a plurality of user interface tabs in a predefined order on an agent interface of the agent device assigned to process the calls.

17. The non-transitory computer readable storage medium of claim 15 , further configured to store one or more instructions that when executed by the processor cause the processor to perform:

identifying at least one satisfied request among the requests; and

modifying the predefined order to promote at least one user interface tab to a first tab position, wherein the promoted user interface tab comprises a similar request to the at least one satisfied request.

18. The non-transitory computer readable storage medium of claim 17 , further configured to store one or more instructions that when executed by the processor cause the processor to perform:

retrieving an agent profile comprising at least one agent preference record; and

identifying at least one agent preference for ordering the user interface tabs.

19. The non-transitory computer readable storage medium of claim 18 , further configured to store one or more instructions that when executed by the processor cause the processor to perform:

applying the at least one agent preference by comparing the call content to at least one term associated with the at least one agent preference.

20. The non-transitory computer readable storage medium of claim 19 , further configured to store one or more instructions that when executed by the processor cause the processor to perform:

matching the at least one term associated with the at least one agent preference to the call content;

increasing a priority of the at least one user interface tab comprising the matched at least one term; and

displaying a new order of the user interface tabs on the agent device based on changes to the priority of the at least one user interface tab.

Assignments (11)