公开(公告)号：US20170118342A1

公开(公告)日：2017-04-27

申请号：US15397580

申请日：2017-01-03

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： James Harmon Barnett ,  Mark Scott

IPC: H04M3/51 ,  H04M7/00 ,  H04M3/523

CPC classification number: H04M3/5191 ,  G06F3/048 ,  G06F3/0481 ,  G06F3/0484 ,  G06F3/04842 ,  G06Q10/08 ,  G06Q10/10 ,  H04L67/02 ,  H04L67/10 ,  H04M3/5175 ,  H04M3/523 ,  H04M3/5232 ,  H04M7/003 ,  H04M7/0036 ,  H04M2201/38 ,  H04M2203/2011 ,  H04M2203/252

Abstract: A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.