Expert hold queue management
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United States of America Patent
Stats
-
Oct 25, 2005
Grant Date -
Jun 5, 2003
app pub date -
Dec 3, 2001
filing date -
Dec 3, 2001
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method, system, and program for expert hold queue management are provided. A call is received at a call center. The call is placed on hold in a hold queue until a representative of the call center is available to answer the call. While on hold in the hold queue, the call is transferred to an expert. In particular, the call may be transferred to a second hold queue within the first hold queue if the expert is not immediately available. Experts may include freelance experts, query based experts, and emergency response experts. Then, responsive to detecting the call at the top of the call queue, the caller is notified of an availability of a representative. The caller may select to remain with the expert or transfer to the representative.
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Family
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