TRACING AND ASYNCHRONOUS COMMUNICATION NETWORK AND ROUTING METHOD

摘要

A system and method for asynchronous conversation routing and tracing that allows a client and agent to connect and reconnect to one another over a discontinuous engagement. The system and method facilitate this by allowing multiple methods of communication between the client and agent, including live communications and out-of-band communications. All communications between a client and agent are tied to a client case accessible by the agent, and the client case can include context and environmental data to further assist the agent or to route a customer service call to an appropriate agent. At any time, the client or agent can send out-of-band messages to one another to advance the customer service process, or the client or agent can seek to re-establish live communication with each other. This provides the client with a consistent point of contact not easily supportable with phone based call centers where support is single-threaded.

主权项

1. A non-transitory processor-readable medium storing code representing instructions to be executed by a processor, the code comprising code to cause the processor to:
receive, at a first time and via an asynchronous communication mode, a first network communication from an electronic device of a user, the first network communication being associated with a customer service transaction; select a first agent from a set of agents based on the first network communication and a set of characteristics stored as associated with the first agent in a database; route the first network communication to an electronic device of the first agent based on the selecting the first agent; update a set of asynchronous communication sessions of a work list of the first agent to include a session of the customer service transaction, the work list of the first agent includes an indication of the set of asynchronous communication sessions and an indication of a set of live communication sessions actively assigned to the first agent, the work list including an indication of the first network communication and a context of the customer service transaction as associated with the session associated with the customer service transaction; receive, at a second time after the first time, a request to initiate a communication with the first agent via a live communication mode; route the request to a second agent based on a number of live communication sessions from the set of live communication sessions actively assigned to the first agent at the second time being greater than a threshold; and update a set of live communication sessions of a work list of the second agent to include the session associated with the customer service transaction.