公开(公告)号：US20230040119A1

公开(公告)日：2023-02-09

申请号：US17392866

申请日：2021-08-03

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： ANDREA FRIIO

IPC: G06Q30/00 ,  H04L12/58 ,  G06F3/0481

Abstract: A method for implementing chats that includes: providing a chat feature and chat interface on a webpage; providing two types of the chat resources for generating the text inputs of the chats, an automated chat resource type and a human chat resource type; providing a routing function that selectively routes incoming chats between the two types of the chat resources; providing a first selectable portion on the chat interface that, when selected by a customer, indicates a customer chat preference as to whether the customer prefers to chat with chat resources of the automated chat resource type or human chat resource type; receiving input from the customer device indicating that the customer selected the first selectable portion; determining from the received input the customer chat preference; and routing in accordance with the determined preference.

公开(公告)号：US20230186317A1

公开(公告)日：2023-06-15

申请号：US17551844

申请日：2021-12-15

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： ANDREA FRIIO

IPC: G06Q30/00 ,  G06Q10/06

CPC classification number: G06Q30/016 ,  G06Q10/06313

Abstract: A method for managing a queue in a contact center that includes: receiving a previous call from a first customer and determining a unique identifier; tracking a previous queue time; detecting the previous call ending without being connected to an agent; determining the previous wait time accrued; saving in a database a previous call record that includes the previous queue time and the unique identifier; receiving a present call from the first customer and determining a unique identifier; tracking a present queue time; using the unique identifier to check the database to determine the related previous call record; determining the previous queue time; calculating an adjusted total queue time that is the present queue time plus previous queue time; and positioning the first customer in the queue based on the adjusted total queue time.