Noble Systems Corporation

Deborah L Nilsen

Jason P Ouimette

Jason S Conner

A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface ('GUI') to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.

Communication management system for supporting multiple agent communications sessions in a contact center

A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface ('GUI') to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session identifier, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.

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Lilburn, GA, United States of America

Deborah L Nilsen