CONTACT CENTER ADMINISTRATION VIA TEXT STREAM INTERACTION
First Claim
1. A method comprising:
- obtaining a metric value that quantifies a metric of a contact center;
determining that the metric value is not a desired value;
in response to determining that the metric value is not the desired value, generating a first metric message text stream;
generating a contact center action set comprising at least one contact center action that is associated with the first metric message text stream;
determining a metric message identifier (ID) that is associated with the first metric message text stream;
storing the metric message ID and the contact center action set in a storage; and
sending the first metric message text stream to a computing device.
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Accused Products
Abstract
Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.
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Citations
22 Claims
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1. A method comprising:
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obtaining a metric value that quantifies a metric of a contact center; determining that the metric value is not a desired value; in response to determining that the metric value is not the desired value, generating a first metric message text stream; generating a contact center action set comprising at least one contact center action that is associated with the first metric message text stream; determining a metric message identifier (ID) that is associated with the first metric message text stream; storing the metric message ID and the contact center action set in a storage; and sending the first metric message text stream to a computing device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A computing device, comprising:
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a communication interface configured to communicate with a network; and a controller communicatively coupled to the communication interface, and configured to; obtain a metric value that quantifies a metric of a contact center; determine that the metric value is not a desired value; in response to determining that the metric value is not the desired value, generate a first metric message text stream; generate a contact center action set comprising at least one contact center action that is associated with the first metric message text stream; determine a metric message identifier (ID) that is associated with the first metric message text stream; store the metric message ID and the contact center action set in a storage; and send the first metric message text stream to a remote computing device. - View Dependent Claims (19)
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20. A computer program product stored on a non-transitory computer-readable storage medium and including instructions configured to cause a processor to carry out the steps of:
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obtaining a metric value that quantifies a metric of a contact center; determining that the metric value is not a desired value; in response to determining that the metric value is not the desired value, generating a first metric message text stream; generating a contact center action set comprising at least one contact center action that is associated with the first metric message text stream; determining a metric message identifier (ID) that is associated with the first metric message text stream; storing the metric message ID and the contact center action set in a storage; and sending the first metric message text stream to a computing device. - View Dependent Claims (21)
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22. A computing device, comprising:
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a communication interface configured to communicate with a network; a display; and a controller comprising a processor coupled to the communication interface and the display and configured to; receive a metric message text stream from an automated contact center device; scroll the metric message text stream across the display; analyze imagery of an eye system of a user; detect an eye control movement of the user based on the imagery; determine that the eye control movement comprises a response to the metric message text stream; and communicate the response to the automated contact center device.
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Specification