SYSTEM AND METHOD TO RECONNECT COMMUNICATION TO THE SAME QUEUE AND PROVIDE QUEUE STATUS ON A DIFFERENT CHANNEL
A system, device, and method to reconnect a terminated communication to the original queue and provide queue status over a different communication channel. The method includes receiving a first communication over a first communication channel and placing the first communication in a contact center queue. The method also includes providing a user with an option to terminate the first communication over the first communication channel and receive queue status information over a second communication channel, and in response to the user selecting the option: terminating the first communication while maintaining a queue status in the contact center queue for the first communication; providing the queue status information; in response to the queue status of the first communication being within a threshold, notifying the user to initiate a second communication over the first communication channel; and replacing the first communication in the contact center queue with the second communication.
1 . A system comprising:
a microprocessor; and
a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to:
receive, via a network, a first communication over a first communication channel, wherein the first communication is placed on hold in a contact center queue;
provide, via the network, a user associated with the first communication an option to terminate the first communication over the first communication channel and receive queue status information over a second communication channel; and
in response to the user selecting the option:
terminate the first communication while maintaining a queue status in the contact center queue for the first communication;
provide, via the network, the queue status information;
in response to the queue status of the first communication being within a threshold, notify the user to initiate a second communication over the first communication channel; and
replace the first communication in the contact center queue with the second communication.
2 . The system of claim 1 , wherein the first communication channel comprises a voice channel.
3 . The system of claim 1 , wherein the second communication channel comprises a text channel.
4 . The system of claim 1 , wherein the queue status information comprises an estimated wait time and a queue position.
5 . The system of claim 1 , wherein the queue status comprises a position in the contact center queue, and wherein the first communication being within the threshold comprises the first communication being next in the contact center queue.
6 . The system of claim 1 , further comprising:
notifying the user of an estimated wait time.
7 . The system of claim 1 , further comprising:
notifying the user of a current queue position.
8 . The system of claim 1 , further comprising:
routing the first communication to the contact center queue using an Interactive Voice Response (IVR) system.
9 . The system of claim 1 , further comprising:
the user selecting a type of the second communication channel to receive queue status information.
10 . A method comprising:
receiving a first communication over a first communication channel, wherein the first communication is placed on hold in a contact center queue;
providing a user associated with the first communication an option to terminate the first communication over the first communication channel and receive queue status information over a second communication channel; and
in response to the user selecting the option:
terminating the first communication while maintaining a queue status in the contact center queue for the first communication;
providing the queue status information;
in response to the queue status of the first communication being within a threshold, notifying the user to initiate a second communication over the first communication channel; and
replacing the first communication in the contact center queue with the second communication.
11 . The method of claim 10 , wherein the first communication channel comprises a voice channel.
12 . The method of claim 10 , wherein the second communication channel comprises a text channel.
13 . The method of claim 10 , wherein the queue status information comprises an estimated wait time and a queue position.
14 . The method of claim 10 , wherein the queue status comprises a position in the contact center queue, and wherein the first communication being within the threshold comprises the first communication being next in the contact center queue.
15 . The method of claim 10 , further comprising:
notifying the user of an estimated wait time.
16 . The method of claim 10 , further comprising:
notifying the user of a current queue position.
17 . The method of claim 10 , further comprising:
routing the first communication to the contact center queue using an Interactive Voice Response (IVR) system.
18 . The method of claim 10 , further comprising:
the user selecting a type of the second communication channel to receive queue status information.
19 . A contact center comprising:
a microprocessor; and
a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to:
receive, via a network, a first communication over a first communication channel, wherein the first communication is placed on hold in a contact center queue;
provide, via the network, a user associated with the first communication an option to terminate the first communication over the first communication channel and receive queue status information over a second communication channel; and
in response to the user selecting the option:
terminate the first communication while maintaining a queue status in the contact center queue for the first communication;
provide, via the network, the queue status information;
in response to the queue status of the first communication being within a threshold, notify the user to initiate a second communication over the first communication channel; and
replace the first communication in the contact center queue with the second communication.
20 . The contact center of claim 19 , wherein the first communication channel comprises a voice channel, and wherein the user selects a type of the second communication channel.