System and method for anticipating user interaction in a customer contact center
A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.
1. A method for preloading a user interface, the method comprising:
anticipating, by a processor, an interaction with a customer of a customer contact center;
retrieving, by the processor, data anticipated to be accessed during the interaction by the agent;
creating, by the processor, a pre-configured agent desktop graphical user interface (GUI) session based on this anticipation, the pre-configured agent desktop GUI session including a graphical representation of the data anticipated to be accessed during the interaction by the agent;
storing, by the processor, the pre-configured agent desktop GUI session in association with information for the customer;
detecting, by the processor, an interaction with the customer;
identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and
launching, by the processor, the pre-configured agent desktop GUI session on an agent device of the identified agent.
2. The method of claim 1 , wherein the agent desktop is created without launching the virtual agent desktop until after identifying the agent.
3. The method of claim 1 , wherein the identified agent is a preferred agent of the customer.
4. The method of claim 1 , further comprising anticipating, by the processor, future data to be accessed during the interaction.
5. The method of claim 4 , further comprising storing, by the processor, the future data to be accessed during the interaction in a memory.
6. The method of claim 5 , further comprising displaying, by the processor, the future data on the agent device.
7. The method of claim 4 , wherein the anticipating is based on a progression through an agent script by the agent.
8. The method of claim 4 , wherein the anticipating further comprises predicting, by the processor, the agent will request additional information about a product or service.
9. The method of claim 4 , wherein the anticipating is based on scheduling information.
10. The method of claim 1 , further comprising anticipating, by the processor, a next activity to be undertaken by the agent during the interaction.
11. A system for preloading a user interface, 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:
anticipate an interaction with a customer of a customer contact center;
retrieve data anticipated to be accessed during the interaction by the agent;
create a pre-configured agent desktop graphical user interface (GUI) session based on this anticipation, the pre-configured agent desktop GUI session including a graphical representation of the data anticipated to be accessed during the interaction by the agent;
store the pre-configured agent desktop GUI session in association with information for the customer;
detect an interaction with the customer;
identify an agent of the customer contact center for routing the interaction to the agent; and
launch the pre-configured agent desktop GUI session on an agent device of the identified agent.
12. The system of claim 11 , wherein the agent desktop is created without launching the virtual agent desktop until after identifying the agent.
13. The system of claim 11 , wherein the identified agent is a preferred agent of the customer.
14. The system of claim 11 , wherein the instructions further cause the processor to anticipate future data to be accessed during the interaction.
15. The system of claim 14 , wherein the instructions further cause the processor to the future data to be accessed during the interaction in a memory.
16. The system of claim 15 , wherein the instructions further cause the processor to the future data on the agent device.
17. The system of claim 14 , wherein the anticipating is based on a progression through an agent script by the agent.
18. The system of claim 14 , wherein the anticipating further comprises predicting, by the processor, the agent will request additional information about a product or service.
19. The system of claim 14 , wherein the anticipating is based on scheduling information.
20. A system for preloading a user interface, the method comprising:
means for anticipating an interaction with a customer of a customer contact center;
means for retrieving, by the processor, data anticipated to be accessed during the interaction by the agent;
means for creating a pre-configured agent desktop graphical user interface (GUI) session based on this anticipation, the pre-configured agent desktop GUI session including a graphical representation of the data anticipated to be accessed during the interaction by the agent;
means for storing the pre-configured agent desktop GUI session in association with information for the customer;
means for detecting an interaction with the customer;
means for identifying an agent of the customer contact center for routing the interaction to the agent; and
means for launching the pre-configured agent desktop GUI session on an agent device of the identified agent.