System and method for anticipating and preloading data in a customer contact center
A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.
1. A method for anticipating and preloading data in a customer contact center, the method comprising:
monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center;
anticipating, by the processor, data to be accessed during a communication session;
retrieving, by the processor, the data anticipated to be accessed during the communication session;
pre-loading, by the processor in a memory device, a graphical agent desktop configured to display the data, the graphical agent desktop including a graphical representation of the data anticipated to be accessed during the communication session;
detecting, by the processor, a request for the data; and
providing, by the processor, the graphical agent desktop configured to display the data for output on the agent device in response to the request.
2. The method of claim 1 , further comprising refraining from outputting the data on the agent device until the request is detected.
3. The method of claim 1 , wherein the interaction is with a graphical user interface hosted by the agent device.
4. The method of claim 1 , wherein the anticipating is based on anticipating a next interaction of the agent with the agent device.
5. The method of claim 4 , wherein the next interaction is anticipated based on monitoring progress of an agent script.
6. The method of claim 4 , wherein the next interaction is anticipated based on monitoring state of a model of a graphical user interface hosted by the agent device.
7. The method of claim 1 , wherein the memory device is cache memory.
8. The method of claim 1 , wherein the anticipating is based on a location of the customer.
9. The method of claim 1 , wherein the anticipating is based on a time of day of the interaction.
10. The method of claim 1 , wherein the anticipating is based on occurrence of a predefined calendar event.
11. A system for anticipating and preloading data in a customer contact center, the system comprising:
a processor; and
a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
monitor an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center;
anticipate data to be accessed during a communication session;
retrieve the data anticipated to be accessed during the communication session;
pre-load, in a memory device, a graphical agent desktop configured to display the data, the graphical agent desktop including a graphical representation of the data anticipated to be accessed during the communication session;
detect a request for the data; and
provide the graphical agent desktop configured to display the data for output on the agent device in response to the request.
12. The system of claim 11 , further comprising refraining from outputting the data on the agent device until the request is detected.
13. The system of claim 11 , wherein the interaction is with a graphical user interface hosted by the agent device.
14. The system of claim 11 , wherein the anticipating is based on anticipating a next interaction of the agent with the agent device.
15. The system of claim 14 , wherein the next interaction is anticipated based on monitoring progress of an agent script.
16. The system of claim 14 , wherein the next interaction is anticipated based on monitoring state of a model of a graphical user interface hosted by the agent device.
17. The system of claim 11 , wherein the memory device is cache memory.
18. The system of claim 11 , wherein the anticipating is based on a location of the customer.
19. The system of claim 11 , wherein the anticipating is based on a time of day of the interaction.
20. A system for anticipating and preloading data in a customer contact center, the system comprising:
means for monitoring an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center;
means for anticipating data to be accessed during a communication session;
means for retrieving the data anticipated to be accessed during the communication session;
means for pre-loading, in a memory device, a graphical agent desktop configured to display the data, the graphical agent desktop including a graphical representation of the data anticipated to be accessed during the communication session;
means for detecting a request for the data; and
means for providing the graphical agent desktop configured to display the data for output on the agent device in response to the request.