Agent Terminal Softkey Interface for Internet Contact Prioritization
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Solution Overview
Problem
Automatic call distributors are not well-suited for the Internet environment due to the widely separated nature of Internet call processing, which requires a method to handle calls at agent workstations that is adaptable to this setting.
Innovation Solution
A method and apparatus for controlling multiple contacts with clients on an agent's terminal using Internet protocols, where each contact's status is displayed as a line softkey, allowing agents to manage and prioritize contacts through voice-over-Internet-protocol, email, and instant messaging applications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional automatic call distributors are used for Internet-based communication, then call distribution functionality is provided, but the system is not adaptable to the widely separated nature of Internet call processing
Solution Approach 1:
The system divides call processing into separate components: a call distributor that routes calls and individual workstation applications that handle local call management. This segmentation allows the system to adapt to distributed Internet environments while maintaining manageable complexity at each component level.
Solution Approach 2:
The workstation application provides multiple functions including call control, contact management, and integration with various communication protocols (VoIP, email, instant messaging). This multi-functionality enables the system to handle diverse Internet-based communication types through a unified platform.
2Productivity
If multiple contacts are managed simultaneously at agent workstations, then operational efficiency is enhanced, but the interface complexity increases
Solution Approach 1:
The interface dynamically adapts to the agent's current state and active contacts. Line softkeys are automatically updated based on contact status, and the interface prioritizes active communications while providing easy access to contact management functions, reducing perceived complexity while enabling multi-contact handling.
Solution Approach 2:
The system automatically manages contact routing and status updates without requiring manual intervention from agents. The workstation application self-adjusts the interface based on active contacts, prioritizing them automatically and reducing the cognitive load on agents while maintaining high productivity.
Data Source
AI summary
A method and apparatus are provided for controlling a plurality of contacts with respective clients on a terminal of an agent of an organization. The method includes the steps of setting up the plurality of contacts with the respective clients under an Internet protocol and simultaneously displaying a respective line softkey of each contact of the plurality of contacts on a terminal of the agent where the respective line softkey depicts a status of the contact.