SYSTEMS AND METHODS FOR DISCOVERING CUSTOMER CENTER INFORMATION
First Claim
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1. A method for discovering contact center information, comprising:
- gathering, from a plurality of information sources, workspace information corresponding to a plurality of contact center agents;
analyzing the workspace information to generate a mapping of the plurality of contact center agents to the plurality of information sources;
tracking contacts made by the plurality of contact center agents based on the mapping of the plurality of contact center agents to the plurality of information sources.
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Abstract
A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources.
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Citations
14 Claims
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1. A method for discovering contact center information, comprising:
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gathering, from a plurality of information sources, workspace information corresponding to a plurality of contact center agents; analyzing the workspace information to generate a mapping of the plurality of contact center agents to the plurality of information sources; tracking contacts made by the plurality of contact center agents based on the mapping of the plurality of contact center agents to the plurality of information sources. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A non-transitory computer readable medium having instructions stored thereon that, when executed by a computer system, direct the computer system to:
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gather, from a plurality of information sources, workspace information corresponding to a plurality of contact center agents; analyze the workspace information to generate a mapping of the plurality of contact center agents to the plurality of information sources; track contacts made by the plurality of contact center agents based on the mapping of the plurality of contact center agents to the plurality of information sources. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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Specification