METHOD AND APPARATUS FOR MONITORING CHAT SESSIONS IN A CONTACT CENTER
First Claim
Patent Images
1. A contact center system comprising:
- a Unified Communication and Collaboration (UCC) device coupled to a communication network for managing incoming and outgoing chat sessions;
wherein the UCC device connects a first user with a second user, the UCC device generating a screen on a communication device of the second user, the screen having a chat window to display communication between the first user and the second user, the screen further having a first function icon which when selected allows a third user to see the chat window and the communication between the first user and the second user.
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Abstract
A network call center system has a Unified Communication and Collaboration (UCC) device coupled to a communication network for managing incoming and outgoing calls. The UCC device connects a first user with a second user. The UCC device generates a screen on a communication device of the second user wherein the screen having a chat window to display communication between the first user and the second user. The screen further has a first function icon which when selected allows a third user to see the chat window and the communication between the first user and the second user.
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Citations
20 Claims
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1. A contact center system comprising:
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a Unified Communication and Collaboration (UCC) device coupled to a communication network for managing incoming and outgoing chat sessions; wherein the UCC device connects a first user with a second user, the UCC device generating a screen on a communication device of the second user, the screen having a chat window to display communication between the first user and the second user, the screen further having a first function icon which when selected allows a third user to see the chat window and the communication between the first user and the second user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A contact center system comprising:
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a Unified Communication and Collaboration (UCC) device coupled to a communication network for managing incoming and outgoing chat sessions, the UCC device comprising; a database for storing communications performed on the call center system; at least one processor; and a memory operatively coupled to the processor, the memory storing program instructions that when executed by the processor, causes the processor to; connect a first user with a second user; generating a screen on a communication device of the second user, the screen having a chat window to display communication between the first user and the second user, the screen further having a plurality of function icons; and display the chat window and the communication between the first user and the second user on a communication device of a third user and allow the third user to communicate privately with the second user on the chat window when a first function icon is selected. - View Dependent Claims (12, 13, 14, 15)
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16. In a contact center communication system, a computer-implemented method for managing communications comprising:
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connecting a first user with a second user; generating a screen on a communication device of the second user, the screen having a chat window to display communication between the first user and the second user, the screen further having a plurality of function icons; and display the chat window and the communication between the first user and the second user on a communication device of a third user and allow the third user to communicate privately with the second user on the chat window when a first function icon is selected. - View Dependent Claims (17, 18, 19, 20)
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Specification