METHOD AND SYSTEM FOR PROCESSING A CUSTOMER REQUEST THROUGH A PLURALITY OF COMMUNICATION INTERFACES AND FOR SUPERVISING SUCH PROCESSING

• US 20180103147A1
• Filed: 12/11/2017
• Published: 04/12/2018
• Est. Priority Date: 01/31/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Paugam, Bruno, Hervochon, Stephane
• Granted Patent: US 10,237,406 B2
• Time in Patent Office: Days
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method is provided for processing a customer request through a plurality of communication interfaces and for supervising such processing. Upon reception of a supervision request from a supervisor client application for supervising an operator client application, the connections established with the operator client application are monitored. When an operator of a supervised operator client application is selected for processing a customer, a connection between the communication interface and the supervised operator client application is supervised, and discussion context information of the established connection is stored in a data repository. If a connection through a different communication interface concerning the same request is established by the supervised operator client application, the discussion context information of the connection made through the different communication interface is added to the information already stored in association with the session.

Claims

1. Method for processing a customer request through a plurality of communication interfaces (3) and for supervising such processing, the said method comprises the following steps:

upon reception by a plurality of communication interfaces of a supervision request from a supervisor client application (7b) for supervising an operator client application, monitoring the connections established with the operator client application, when an operator of a supervised operator client application is selected for processing a customer request through one of the plurality of communication interfaces,

creating an identified session associated with the customer and the supervised operator client application,

establishing a connection between the communication interface and the supervised operator client application,

establishing a supervision of the connection by the supervisor client application,

storing discussion context information of the established connection in a memory space associated with the session in a data repository (6),

if a connection through a different communication interface (3) concerning the same request is established by the supervised operator client application (7a),

adding the discussion context information of the said connection established through a different communication interface (3) to the information already stored in the memory space associated with the session and,

establishing a supervision of the said connection established through a different communication interface (3) by the supervisor client application.

2. Method in accordance with claim 1 wherein it comprises a step of ending the session when the connections established with the supervised operator client application (7a) during the session are ended.

3. Method in accordance with claim 1 wherein it also comprises the following steps:

receiving a request from the supervisor client application (7b) to establish a connection with the supervised operator client application (7a) through one of the communication interfaces (3),

establishing the connection between the supervisor client application and the supervised operator client application and,

adding the discussion context information of the said connection between the supervisor client application and the supervised operator client application to the information already stored in the memory space associated with the session.

4. Method in accordance with claim 1 wherein the plurality of communication interfaces (3) correspond to a plurality of different communication media.

5. Method in accordance with claim 1 wherein the step of establishing a supervision of the connection by the supervisor client application comprises a display of at least a part of the at least one supervised connection in a single interactive display interface associated with the supervisor client application (7b).

6. Method in accordance with claim 1 wherein the supervisor client application (7b) comprises commands to request a supervision of the operator-customer discussion.

7. Method in accordance with claim 1 wherein the supervisor client application (7b) comprises commands for launching a connection with the supervised operator client application (7a) through one of the communication interfaces.

8. Method in accordance with claim 1 wherein the communication interfaces (3) comprise application programming interfaces.

9. Computer program product for processing a customer request and for supervising such processing comprising instructions which, when executed on a processor, causes the processor to carry out the steps of:

upon reception of a request for supervising an operator client application (7a) from a supervisor client application (7b),

establishing a monitoring of the connections established with the supervised operator client application (7a),

upon reception of a customer request,

creating an identified session associated with the customer and the supervised operator client application (7a),

selecting an operator of a supervised operator client application (7a) to process a customer request received on a communication interface, (3)

establishing a connection between the communication interface (3) and the operator client application (7a),

storing discussion context information of the established connection in a memory space associated with the session in a data repository (6),

establishing a supervision of a connection between a communication interface (3) and a supervised operator client application (7a) by a supervisor client application (7b),

if a connection through a different communication interface (3) concerning the same request is established by the supervised operator client application (7a),

establishing a supervision of the said connection established through a different communication interface (3) by the supervisor client application (7b) and,

adding the discussion context information of the said connection established through a different communication interface (3) to the information already stored in the memory space associated with the session.

10. Computer telephony integration server (1) of a help desk structure, the said server comprises:

a plurality of communication interfaces (3) configured for;

establishing a connection with operator client applications and supervisor client applications,

receiving a request for supervising an operator client application from a supervisor client application (7b),

establishing a supervision of a connection with an operator client application by a supervisor client application,

a data repository (6),

a routing unit (4) configured for

selecting an operator of a supervised operator client application (7a) to process a customer request received on a communication interface,

establishing a connection between a communication interface (3) and a supervised operator client application (7),

a reporting unit configured for

receiving information from the routing unit and from the operator client applications (7a) and the supervisor client applications (7b),

creating an identified session associated with the customer and the supervised operator client application,

storing discussion context information of the connections established with the supervised operator client application in a space memory associated with the session in the data repository (6).

11. Computer telephony integration server (1) in accordance with claim 10 wherein the communication interfaces (3) comprise application programming interfaces.