US 11,057,524 B2
System and method for maximizing capacity of an agent in a contact center by omni session handling
Alfred Shane Cordon, South Weber, UT (US)
Assigned to InContact INC, Sandy, UT (US)
Filed by inContact INC., Sandy, UT (US)
Filed on Apr. 13, 2020, as Appl. No. 16/846,443.
Application 16/846,443 is a continuation of application No. 16/532,501, filed on Aug. 6, 2019, granted, now 10,666,806.
Prior Publication US 2021/0044701 A1, Feb. 11, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); G06N 20/00 (2019.01)
CPC H04M 3/5233 (2013.01) [G06N 20/00 (2019.01); H04M 2203/402 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A computerized-method for maximizing capacity of an agent in a contact center by omni session handling, the computerized-method comprising:
operating an Omni Session Handling (OSH) engine for proactive OSH to determine that an outreach is required, according to one or more predefined requirements;
said operating of the OSH engine comprising:
retrieving two or more proactive interactions from a Customer Relations Management (CRM) database based on the one or more predefined requirements for an outreach to be stored in a queue of proactive contacts;
allocating a queue of two or more interactions from the queue of proactive contacts to an agent or to a team of agents;
presenting the agent or an agent in the team of agents with a digital preview of two or more proactive interactions from the queue of two or more proactive interactions for consideration, via a display unit, while the agent is handling one or more interactions; and
receiving from the agent a decision upon review of the presented digital preview of the two or more interactions,
wherein the received decision is to accept one or more proactive interactions from the presented digital preview of the two or more interactions or to reject thereof, and
wherein at least one contact is associated to the proactive interactions.