Call flow framework for consistent troubleshooting across...

Details Call flow framework for consistent troubleshooting across... Call flow framework for consistent troubleshooting across...

2007-12-04

2011-10-04

Hong, Harry (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S010010, C379S010020, C379S010030, C379S011000, C379S016000, C379S201010, C379S265020, C379S265070, C379S265080, C379S266100

Reexamination Certificate

active

08031858

ABSTRACT:
A call flow guidance system helps a call center agent navigate the maze of complex call flows that apply to an enormous spectrum of caller issues, and further improves adoption rates and training timelines for the call center agents. Through the system, call center agents easily navigate multiple call flows and view information tailored to improve average handle time (AHT) and first call resolution (FCR). The system provides dynamic content attached to call flows and improve call flow navigation by implementing links that bridge nodes between display sections of a particular call flow and links that cross from one call flow to another.

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patent: 7783030 (2010-08-01), Bruening et al.
patent: 7881440 (2011-02-01), Castillo et al.
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patent: 2007/0217576 (2007-09-01), Blair
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patent: 2009/0080639 (2009-03-01), Daye et al.
patent: WO 96/05685 (1996-02-01), None

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