US 11,706,344 B2 · Monitoring representatives in a contact center environment

Abstract

Techniques described herein relate to representative monitoring in a contact center environment. Data associated with a customer interaction, including content of the interaction and video of a representative display during processing associated with the interaction, are presented to an administrator in real time or near real time for monitoring during an interaction. In some examples, a contact center server may receive an event notification when a live contact begins, and may generate data files associated with the live contact to allow the administrator to monitor the contact. In some instances, the contact center server may continue to generate data after conclusion of the live contact, to allow the administrator to monitor and guide post-contact processing performed by the representative. The contact center server also may allow administrators to select live contacts for monitoring and/or receive alerts when pre-selected representatives commence live contacts that can be monitored.

Claims20

Dependent claims

A contact center server, comprising:

one or more processors;
and
one or more non-transitory computer-readable media storing computer-executable instructions that, when executed, cause the one or more processors to perform operations comprising:
receiving an event notification associated with a live contact between a representative computing device and a customer computing device;
causing display of a first user interface on a first display of an administrator computing device, the first user interface including a first indication of the live contact and a second indication of the representative computing device;
receiving, via the first user interface, an administrator request to monitor the live contact;
and
causing, in response to the administrator request and at the administrator computing device, (i) display of a second user interface on the first display, the second user interface including video corresponding to a second display of the representative computing device, and (ii) presentation of audio associated with the live contact.

5 more elements

One or more non-transitory computer-readable media storing instructions that, when executed by one or more processors, cause the one or more processors to perform actions comprising:

causing a live contact to commence between a representative computing device and a remote computing device;
receiving an event notification, the event notification indicating commencement of the live contact;
causing, at least in part in response to the event notification, presentation of a first user interface at an administrator computing device, the first user interface including an indication of the live contact;
receiving, from the administrator computing device and in response to a user input received via the first user interface, a request to monitor the live contact;
and
causing, based at least in part on the request and at the administrator computing device, (i) presentation of data associated with the live contact and (ii) display of video corresponding to a display of the representative computing device.

3 more elements

Dependencies are inferred from the claim text.

Monitoring representatives in a contact center environment

Life of this patent

Monitoring representatives in a contact center environment

Life of this patent

Abstract

Claims20