Method and system for processing a customer request through a plurality of communication interfaces and for supervising such processing

• US 10,237,406 B2
• Filed: 12/11/2017
• Issued: 03/19/2019
• Est. Priority Date: 01/31/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Paugam, Bruno, Hervochon, Stephane
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US15/838,077
• Publication Number:
  US 20180103147A1
• Time in Patent Office: 463 Days
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method is provided for processing a customer request through a plurality of communication interfaces and for supervising such processing. Upon reception of a supervision request from a supervisor client application for supervising an operator client application, the connections established with the operator client application are monitored. When an operator of a supervised operator client application is selected for processing a customer, a connection between the communication interface and the supervised operator client application is supervised, and discussion context information of the established connection is stored in a data repository. If a connection through a different communication interface concerning the same request is established by the supervised operator client application, the discussion context information of the connection made through the different communication interface is added to the information already stored in association with the session.

Claims

1. A method for managing customer interactions in a contact center, the method comprising:

transmitting, by a processor, a first signal to a switch to establish a first connection between a first device associated with a customer and a second device associated with an agent of the contact center to establish a communication session;

creating, by the processor, a session identification associated with the communication session and the first connection;

storing, in a memory, by the processor, first context information obtained from the first connection, wherein the first context information includes a history of discussion exchanges between the customer and the agent during the communication session over the first connection;

transmitting, by the processor, during the communication session, a second signal to the switch to establish a second connection between a different device associated with the customer and the second device associated with the agent of the contact center;

associating, by the processor, the session identification with the second connection;

merging, by the processor, second context information obtained from the second connection with the first context information obtained from the first connection to generate merged context information of the customer, the second context information obtained from the second connection including a history of discussion exchanges during the communication session over the second connection; and

transmitting, by the processor during the communication session, the merged context information to a supervisor device for display thereby.

2. The method of claim 1, further comprising monitoring, by the processor, the first connection between the first device associated with the customer and the second device associated with the agent of the contact center during the communication session.

3. The method of claim 1, wherein the first connection is in a text-based communication channel.

4. The method of claim 1, wherein the second connection is in voice-based communication channel.

5. The method of claim 1, further comprising receiving, by the processor, a request to establish a third connection between the first device associated with the customer and a third device associated with the supervisor of the agent.

6. The method of claim 5, further comprising transmitting, by the processor, a third signal to the switch to establish the third connection.

7. The method of claim 1, further comprising:

transmitting, by the processor, the merged context information to a third device associated with a supervisor of the agent for concurrently displaying the merged context information on the third device, wherein the third device is different from the first device and the second device; and

displaying, by the processor, the merged context information on a display of the third device associated with the supervisor of the agent.

8. The method of claim 1, further comprising displaying, by the processor, information regarding a plurality of communication sessions on a display of the third device associated with the supervisor.

9. The method of claim 8, further comprising transmitting, by the processor, a third signal to the switch to establish a third connection between the first device associated with the customer and the third device associated with the supervisor of the agent in response to the communication session being selected from among the plurality of communication sessions.

10. The method of claim 1, further comprising:

receiving, by the processor, a request to barge into the communication session from the third device associated with the supervisor of the agent; and

transmitting, by the processor, communication data from the third device associated with the supervisor of the agent to the first device associated with the customer.

11. A system for managing customer interactions in a contact center, the system comprising:

a switch configured to receive a plurality of communications for routing to one or more communication devices;

a processor coupled to the switch; and

a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

transmit a first signal to the switch to establish a first connection between a first device associated with a customer and a second device associated with an agent of the contact center to establish a communication session;

create a session identification associated with the communication session and the first connection;

store first context information obtained from the first connection, wherein the first context information includes a history of discussion exchanges between the customer and the agent during the communication session over the first connection;

transmit during the communication session, a second signal to the switch to establish a second connection between a different device associated with the customer and the second device associated with the agent of the contact center;

associate the session identification with the second connection;

merge second context information obtained from the second connection with the first context information obtained from the first connection to generate merged context information of the customer, the second context information obtained from the second connection including a history of discussion exchanges during the communication session over the second connection; and

transmit, during the communication session, the merged context information to a supervisor device for display thereby.

12. The system of claim 11, wherein the instructions further cause the processor to monitor the first connection between the first device associated with the customer and the second device associated with the agent of the contact center during the communication session.

13. The system of claim 11, wherein the first connection is in a text-based communication channel.

14. The system of claim 11, wherein the second connection is in voice-based communication channel.

15. The system of claim 11, wherein the instructions further cause the processor to receive a request to establish a third connection between the first device associated with the customer and a third device associated with the supervisor of the agent.

16. The system of claim 15, wherein the instructions further cause the processor to transmit a third signal to the switch to establish the third connection.

17. The system of claim 11, wherein the instructions further cause the processor to:

transmit the merged context information to a third device associated with a supervisor of the agent for concurrently displaying the merged context information on the third device, wherein the third device is different from the first device and the second device; and

display the merged context information on a display of the third device associated with the supervisor of the agent.

18. The system of claim 11, wherein the instructions further cause the processor to display information regarding a plurality of communication sessions on a display of the third device associated with the supervisor.

19. The system of claim 18, wherein the instructions further cause the processor to transmit a third signal to the switch to establish a third connection between the first device associated with the customer and the third device associated with the supervisor of the agent in response to the communication session being selected from among the plurality of communication sessions.

20. The system of claim 11, wherein the instructions further cause the processor to:

receive a request to barge into the communication session from the third device associated with the supervisor of the agent; and

transmit communication data from the third device associated with the supervisor of the agent to the first device associated with the customer.