Co-browsing preview of queued customer contacts

• US 9,967,399 B2
• Filed: 09/11/2015
• Issued: 05/08/2018
• Est. Priority Date: 12/19/2014
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Khalatian, Igor, Manukyan, Albert, Baghdasaryan, Hayk
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Pope, Kharye
• Application Number:
  US14/851,268
• Publication Number:
  US 20160182721A1
• Time in Patent Office: 970 Days
• Field of Search: 37926509, 37926512, 37926511, 37926502, 37926601, 37926501, 705304, 705 714
• CPC Class Codes: H04L 41/5064 Customer relationship management
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/60 Network streaming of media packets
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• CPC Class Codes: H04M 7/0042 where the data service is a text-based messaging service H04M7/0054 takes precedence

Abstract

Embodiments of the invention provide systems and methods for providing a co-browsing preview of a queued contact. According to one embodiment, providing a co-browsing preview of a queued contact can comprise receiving a contact from a customer, selecting an agent from a plurality of agents based at least in part on the contact and a defined set of skills for each of the agents, and assigning the contact to the selected agent. Assigning the contact to the selected agent can comprise placing the contact into a queue for the selected agent. A live, real-time co-browsing preview of a current user interface of the customer can be provided to the selected agent while the contact is assigned to the selected agent'"'"'s queue and before the customer is connected to the selected agent.

Claims

1. A method for providing a co-browsing preview of a queued contact, the method comprising:

receiving, at a Customer Relationship Management (CRM) system, a contact from a customer, the contact being initiated through a user interface within a browser window;

selecting, by the CRM system, an agent from a plurality of agents based at least in part on the contact and a defined set of skills for each of the agents;

assigning, by the CRM system, the contact to the selected agent, wherein assigning the contact to the selected agent comprises placing the contact into a queue for the selected agent;

providing, by the CRM system, a graphical user interface to a device of the selected agent, the graphical user interface comprising;

a first region comprising a representation of the queue for the selected agent,

a second region comprising a display interface for conducting a session with one or more contacts in the queue, and

a third region comprising a co-browsing display interface for co-browsing with the one or more contacts in the queue;

receiving, by the CRM system, a first selection of the contact via the graphical user interface;

in response to the first selection of the contact, providing, by the CRM system via the graphical user interface, a live, real-time co-browsing preview of the browser window to the third region of the graphical user interface while the contact is assigned to the selected agent'"'"'s queue and before the customer is connected to interact with the selected agent and the customer is waiting for the selected agent to begin the session, wherein the live, real-time co-browsing preview is a current view of the browser window of the customer such that the selected agent can share the same view the customer has of the browser window;

receiving, by the CRM system, a second selection of the contact via the graphical user interface;

in response to the second selection of the contact, providing, by the CRM system via the graphical user interface, a selectable list of options for handling the contact, wherein the selectable list of options comprises a transfer option, a connect via chat option, and a connect via call option; and

receiving, by the CRM system from the graphical user interface, an option selection from the selectable list of options.

2. The method of claim 1, further comprising:

handling, by the CRM system, the contact based on the received option selection.

3. The method of claim 2, wherein the option selection is the connect via chat option and wherein handling the contact further comprises:

in response to receiving the selection of the connect via chat option, initiating a chat session between the customer and the selected agent in the second region of the graphical user interface.

4. The method of claim 2, wherein the option selection is the transfer option and wherein handling the contact further comprises:

receiving a selection of a transfer agent, the transfer agent being selected from the plurality of agents other than the selected agent; and

in response to receiving the selection of the transfer option and the selection of the transfer agent, assigning the contact to a queue of the transfer agent.

5. The method of claim 2, wherein the option selection is the connect via call option and wherein handling the contact further comprises:

in response to receiving the selection of the connect via call option, further determining whether Voice over Internet Protocol (“

VoIP”

) calling is available to the customer,

in response to determining VoIP calling is available to the customer, indicating a waiting state to the selected agent,

inviting the customer to participate in a VoIP call, and

in response to the invitation being accepted, initiating the VoIP call between the customer and the selected agent while maintaining the co-browsing preview.

6. The method of claim 2, wherein the selectable list of options further comprises a video call option and wherein the option selection is the video call option and wherein handling the contact further comprises:

in response to receiving the selection of the video call option, further determining whether video calling is available to the customer,

in response to determining video calling is available to the customer, indicating a waiting state to the selected agent,

inviting the customer to participate in a video call, and

in response to the invitation being accepted, initiating the video call between the customer and the selected agent while maintaining the co-browsing preview.

7. The method of claim 5, further comprising, in response to determining VoIP calling is not available to the customer:

indicating a waiting state to the selected agent;

inviting the customer to participate in a Public Switched Telephone Network (PSTN) call; and

in response to the invitation being accepted, receiving a contact telephone number for the customer and initiating the PSTN call between the customer and the selected agent while maintaining the co-browsing preview.

8. A system comprising:

a processor; and

a memory coupled with and readable by the processor and storing therein a set of instructions which, when executed by the processor, causes the processor to provide a co-browsing preview of a queued contact by;

receiving a contact from a customer, the contact being initiated through a user interface within a browser window;

selecting an agent from a plurality of agents based at least in part on the contact and a defined set of skills for each of the agents;

assigning the contact to the selected agent, wherein assigning the contact to the selected agent comprises placing the contact into a queue for the selected agent;

providing a graphical user interface to a device of the selected agent, the graphical user interface comprising;

a first region comprising a representation of the queue for the selected agent,

a second region comprising a session display interface for conducting a session with one or more contacts in the queue, and

a third region comprising a co-browsing display interface for co-browsing with the one or more contacts in the queue;

receiving a first selection of the contact via the graphical user interface;

in response to the first selection of the contact, providing, via the graphical user interface, a live, real-time co-browsing preview of the browser window to the third region of the graphical user interface while the contact is assigned to the selected agent'"'"'s queue and before the customer is connected to interact with the selected agent and the customer is waiting for the selected agent to begin the session, wherein the live, real-time co-browsing preview is a current view of the browser window of the customer such that the selected agent can share the same view the customer has of the browser window;

receiving a second selection of the contact via the graphical user interface;

in response to the second selection of the contact, providing, via the graphical user interface, a selectable list of options for handling the contact, wherein the selectable list of options comprises a transfer option, a connect via chat option, and a connect via call option; and

receiving, from the graphical user interface, an option selection from the selectable list of options.

9. The system of claim 8, wherein the memory stores further instructions which, when executed by the processor, causes the processor to provide a co-browsing preview of a queued contact by:

handling the contact based on the received option selection.

10. The system of claim 9, wherein the option selection is the connect via chat option and wherein handling the contact further comprises:

in response to receiving the selection of the connect via chat option, initiating a chat session between the customer and the selected agent in the second region of the graphical user interface.

11. The system of claim 9, wherein the option selection is the transfer option and wherein handling the contact further comprises:

receiving a selection of a transfer agent, the transfer agent being selected from the plurality of agents other than the selected agent; and

in response to receiving the selection of the transfer option and the selection of the transfer agent, assigning the contact to a queue of the transfer agent.

12. The system of claim 9, wherein the option selection is the connect via call option and wherein handling the contact further comprises:

in response to receiving the selection of the connect via call option, further determining whether Voice over Internet Protocol (“

VoIP”

) calling is available to the customer,

in response to determining VoIP calling is available to the customer, indicating a waiting state to the selected agent,

inviting the customer to participate in a VoIP call, and

in response to the invitation being accepted, initiating the VoIP call between the customer and the selected agent while maintaining the co-browsing preview.

13. The system of claim 9, wherein the selectable list of options further comprises a video call option and wherein the option selection is the video call option and wherein handling the contact further comprises:

in response to receiving the selection of the video call option, further determining whether video calling is available to the customer,

in response to determining video calling is available to the customer, indicating a waiting state to the selected agent,

inviting the customer to participate in a video call, and

in response to the invitation being accepted, initiating the video call between the customer and the selected agent while maintaining the co-browsing preview.

14. The system of claim 12, wherein the memory stores further instructions which, when executed by the processor, causes the processor to provide a co-browsing preview of a queued contact by, in response to determining VoIP calling is not available to the customer:

indicating a waiting state to the selected agent;

inviting the customer to participate in a Public Switched Telephone Network (PSTN) call; and

in response to the invitation being accepted, receiving a contact telephone number for the customer and initiating the PSTN call between the customer and the selected agent while maintaining the co-browsing preview.

15. A non-transitory, computer-readable memory comprising a set of instructions stored therein which, when executed by a processor, causes the processor to provide a co-browsing preview of a queued contact by:

receiving a contact from a customer, the contact being initiated through a user interface within a browser window;

selecting an agent from a plurality of agents based at least in part on the contact and a defined set of skills for each of the agents;

assigning the contact to the selected agent, wherein assigning the contact to the selected agent comprises placing the contact into a queue for the selected agent;

providing a graphical user interface to a device of the selected agent, the graphical user interface comprising;

a first region comprising a representation of the queue for the selected agent,

a second region comprising a session display interface for conducting a session with one or more contacts in the queue, and

a third region comprising a co-browsing display interface for co-browsing with the one or more contacts in the queue;

receiving a first selection of the contact via the graphical user interface;

in response to the first selection of the contact, providing, via the graphical user interface, a live, real-time co-browsing preview of the browser window to the third region of the graphical user interface while the contact is assigned to the selected agent'"'"'s queue and before the customer is connected to interact with the selected agent and the customer is waiting for the selected agent to begin the session, wherein the live, real-time co-browsing preview is a current view of the browser window of the customer such that the selected agent can share the same view the customer has of the browser window;

receiving a second selection of the contact via the graphical user interface;

in response to the second selection of the contact, providing, via the graphical user interface, a selectable list of options for handling the contact, wherein the selectable list of options comprises a transfer option, a connect via chat option, and a connect via call option; and

receiving, from the graphical user interface, an option selection from the selectable list of options.

16. The non-transitory, computer-readable memory of claim 15, wherein the set of instructions comprises further instructions which, when executed by the processor, causes the processor to provide a co-browsing preview of a queued contact by:

handling the contact based on the received option selection.

17. The non-transitory, computer-readable memory of claim 16, wherein the option selection is the connect via chat option and wherein handling the contact further comprises:

in response to receiving the selection of the connect via chat option, initiating a chat session between the customer and the selected agent in the second region of the graphical user interface.

18. The non-transitory, computer-readable memory of claim 16, wherein the option selection is the transfer option and wherein handling the contact further comprises:

receiving a selection of a transfer agent, the transfer agent being selected from the plurality of agents other than the selected agent; and

in response to receiving the selection of the transfer option and the selection of the transfer agent, assigning the contact to a queue of the transfer agent.

19. The non-transitory, computer-readable memory of claim 16, wherein the option selection is the connect via call option and wherein handling the contact further comprises:

in response to receiving the selection of the connect via call option, further determining whether Voice over Internet Protocol (“

VoIP”

) calling is available to the customer,

in response to determining VoIP calling is available to the customer, indicating a waiting state to the selected agent,

inviting the customer to participate in a VoIP call, and

in response to the invitation being accepted, initiating the VoIP call between the customer and the selected agent while maintaining the co-browsing preview.

20. The non-transitory, computer-readable memory of claim 16, wherein the selectable list of options further comprises a video call option and wherein the option selection is the video call option and wherein handling the contact further comprises:

in response to receiving the selection of the video call option, further determining whether video calling is available to the customer,

in response to determining video calling is available to the customer, indicating a waiting state to the selected agent,

inviting the customer to participate in a video call, and

in response to the invitation being accepted, initiating the video call between the customer and the selected agent while maintaining the co-browsing preview.