Private Web Sessions In Contact Center Interactions
AssigneeZoom Video Communications, Inc.
InventorsVi Dinh Chau, Jin Li, Xu Hua Li
Life of this patent
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Abstract
A ticket system receives a request for an interaction with an agent of a contact center. The request includes an indication of an issue. An interaction tool establishes a private web session based on the agent being unavailable for the interaction. The interaction tool outputs content based on the issue to the private web session. The interaction tool determines whether the issue is resolved. The interaction tool initiates the interaction with an available agent when it determines that the issue is unresolved. The interaction tool terminates the private web session when it determines that the issue is resolved.
Claims20
A method comprising:
- receiving a request for an interaction with an agent of a contact center, the request including an indication of an issue;
- establishing a private web session based on the agent being unavailable for the interaction;
- outputting content based on the issue to the private web session;
- initiating the interaction with an available agent when it is determined that the issue is unresolved;
- and
- terminating the private web session when it is determined that the issue is resolved.
A system comprising:
- a ticket system configured to receive a request for an interaction with an agent of a contact center, the request including an indication of an issue;
- an interaction tool configured to:
- establish a private web session based on the agent being unavailable for the interaction;
- output content based on the issue to the private web session;
- initiate the interaction with an available agent when it is determined that the issue is unresolved;
- and
- terminate the private web session when it is determined that the issue is resolved.
A non-transitory computer-readable storage device configured to store instructions that when executed by a processor, cause to processor to perform operations, the operations comprising:
- receiving a request for an interaction with an agent of a contact center, the request including an indication of an issue;
- establishing a private web session based on the agent being unavailable for the interaction;
- outputting content based on the issue to the private web session;
- initiating the interaction with an available agent when it is determined that the issue is unresolved;
- and
- terminating the private web session when it is determined that the issue is resolved.
Dependencies are inferred from the claim text.