Coaching with collaborative editing

• US 9,143,470 B2
• Filed: 01/29/2013
• Issued: 09/22/2015
• Est. Priority Date: 01/29/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Blecon, Stphane, Nicolas, Boris
• Primary Examiner(s): Lim, Krisna
• Application Number:
  US13/753,415
• Publication Number:
  US 20140214975A1
• Time in Patent Office: 966 Days
• US Class Current: 1/1
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services

Abstract

A method has acts for coupling from a computerized server executing software on a processor from a non-transitory medium to two or more computerized appliances operated by persons in a contact center, and updating text composition and editing results in real time in a display of each of the computerized appliances as any person operating a coupled computerized appliance composes or edits in a text-based communication application.

Claims

1. A method, comprising:

detecting, by a processor, an interaction with a customer appliance;

displaying, by the processor, content of the interaction at a first agent appliance associated with a first contact center agent and a second agent appliance associated with a second contact center agent;

detecting, by the processor, composition of a message from the first agent appliance in response to the displayed content;

displaying, by the processor, in real-time with the composition of the message, content of the message being composed on the first and second agent appliances;

detecting, by the processor, a modification to the content of the message being composed from the second agent appliance in response to the displaying of the content of the message; and

after detecting the modification, transmitting, by the processor, the message to the customer appliance.

2. The method of claim 1, further comprising, after receiving the modification, displaying, by the processor, the message at the first agent appliance and the second agent appliance.

3. The method of claim 1, wherein the interaction is a text-based communication.

4. The method of claim 3, wherein the text-based communication is a instant message chat.

5. The method of claim 1, further comprising receiving, by the processor, a send message from the second agent appliance to initiate transmitting the message to the customer appliance.

6. The method of claim 1, further comprising receiving, by the processor, a send message from the first agent appliance to initiate transmitting the message to the customer appliance.

7. The method of claim 1, wherein the first agent appliance and the second agent appliance operate in a contact center.

8. The method of claim 1, further comprising:

displaying by the processor, at the second agent appliance, a selection to initiate a collaboration mode between the first agent appliance and the second agent appliance; and

displaying, by the processor, a text field at the second agent appliance for entering the modification to the content of the message.

9. The method of claim 1, further comprising detecting, by the processor, a further modification to the content of the message from the first agent appliance.

10. The method of claim 9, wherein transmitting the message occurs after detecting the further modification.

11. An apparatus, comprising:

a processor; and

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

detect an interaction with a customer appliance;

display content of the interaction at a first agent appliance associated with a first contact center agent and a second agent appliance associated with a second contact center agent;

detect composition of a message from the first agent appliance in response to the displayed content;

display in real-time with the composition of the message, content of the message being composed on the first and second agent appliances;

detect a modification to the content of the message being composed from the second agent appliance in response to the displaying of the content of the message; and

after detecting the modification, transmit the message to the customer appliance.

12. The apparatus of claim 11, wherein after receiving the modification, the instructions further cause the processor to display the message at the first agent appliance and the second agent appliance.

13. The apparatus of claim 11, wherein the interaction is a text-based communication.

14. The apparatus of claim 13, wherein the text-based communication is a instant message chat.

15. The apparatus of claim 11, wherein the instructions further cause the processor to receive a send message from the second agent appliance to initiate transmitting the message to the customer appliance.

16. The apparatus of claim 11, wherein the instructions further cause the processor to receive a send message from the first agent appliance to initiate transmitting the message to the customer appliance.

17. The apparatus of claim 11, wherein the first agent appliance and the second agent appliance operate in a contact center.

18. The apparatus of claim 11, wherein the instructions further cause the processor to:

display, at the second agent appliance, a selection to initiate a collaboration mode between the first agent appliance and the second agent appliance; and

display a text field at the second agent appliance for entering the modification to the content of the message.

19. The apparatus of claim 11, wherein the instructions further cause the processor to detect a further modification to the content of the message from the first agent appliance.

20. The apparatus of claim 19, wherein transmitting the message to the customer appliance corresponding to the interaction occurs after detecting the further modification.