Adaptive response timer system and method

Adaptive response timer system and method

Prioritizing a customer service agent's responses to customer messages. In one form, an expected response time target is determined based on a time interval between sending an agent response and receiving a customer response from a particular customer. In other forms, other objective factors, s...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: Myer, Michael A, Jenkins, Andrew
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:Prioritizing a customer service agent's responses to customer messages. In one form, an expected response time target is determined based on a time interval between sending an agent response and receiving a customer response from a particular customer. In other forms, other objective factors, such as message intervals, customer properties, and message properties, are used to determine the expected response time target. In yet other forms, a customer conversation can be automatically closed if the customer does not respond within a predetermined maximum time interval.