Oracle International Corporation

Albert Manukyan

Igor Khalatian

Hayk Baghdasaryan

Embodiments of the invention provide systems and methods for automatic or adaptive sizing of a customer service agent's co-browsing view of a contact's user interface. According to one embodiment, at least a portion of the agent's interface in which the customers interface is presented can be resized so that the agent's view matches the customer's view, e.g., one-to-one. This sizing of the agent's view may be performed automatically, when the co-browsing view of the customer's interface is first presented to the agent or, according to one embodiment, may be toggled on and off by the agent, e.g., by the agent selecting a button or other control presented in the agent's interface. In this way, embodiments allow the agent to see exactly the same view of the web site as the customer sees in the customer's interface regardless of the device or screen size used by the customer.

Automatic sizing of agent's screen for html co-browsing applications

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.

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Yerevan, Armenia

Albert Manukyan