Agent-enabled queue bypass to agent

摘要

A contact center is provided that has (a) a database 114 operable to contain customer records; (b) a plurality of agent communication devices 134-1 to -N corresponding to a plurality of agents; (c) a switching fabric 110, 130 to connect incoming contacts with agent communication devices; (d) a plurality of contact queues 208a-n to enqueue contacts awaiting servicing by an agent; and (e) a queue bypass module that receives, from a first agent of a contact center, a queue bypass request for a specified first customer and updates a set of data structures associated with the specified first customer to indicate that the first customer is entitled to bypass queue positions when the first customer again contacts the contact center.

主权项

1. A method for servicing a contact, comprising:
receiving, by a processor, from a first human agent of a contact center, a queue bypass request for a first customer, wherein the queue bypass request authorizes the first customer to be placed at a head of a queue associated with the first human agent, wherein the queue bypass request is received without an associated failure of the first incoming contact; in response to receiving the queue bypass request, retrieving, by the processor, a set of data structures associated with the first customer, wherein the set of data structures includes an address for each of two or more communication devices associated with the first customer; and updating, by the processor, the set of data structures with the queue bypass request to indicate that the first customer is authorized, by the first human agent, to be placed at the head of the queue associated with the first human agent, when the first customer again contacts the contact center.