System and method for managing contact center system
US10582055B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Jun 27, 2017 |
| Grant date | Mar 3, 2020 |
| Priority date | — |
| Expiry date | Nov 4, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/404
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
In a method for managing a contact center system, the method includes: retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system; initiating, by the processor, a text-based chat communication with a first electronic device operated by a first agent; displaying, by the processor, an alert during the text-based chat communication, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.