Cisco Technology, Inc.

Srinivasa Subramanyam Pulugurtha

Thomas Weissinger

Sajith Gopal Kaimal

A ranking of customer service interactions sessions that may benefit from supervisor input is provided. The customer service interactions sessions involve a Customer Service Representative (CSR), engaged in a customer service interaction with a customer. First, customer service interaction sessions, at a contact center server, between the CSRs and the customers begin. Data streams from CSR computer(s) to customer computer(s) are sent. Other data streams from the customer computers are received. The data streams are analyzed by a supervisor recommendation engine. Based on the analysis, the supervisor recommendation engine generates a ranking of customer service interactions sessions that would benefit most from supervisor input.

Systems and methods supervisor whisper coaching priority recommendation engine for contact centers

Systems, methods, and computer-readable media for providing domain-specific type-ahead suggestions in a chat. In some embodiments, a method can include connecting a first user to communicate with a second user in a chat session. A first user-specific type-ahead domain for the second user can be selected based on one or more characteristics associated with the first user. The method can include receiving message input from the second user in the first chat session and selecting a first user-specific type-ahead suggestion for the second user based on the message input and the one or more characteristics associated with the first user using the first user-specific type-ahead domain. Subsequently, the first user-specific type-ahead suggestion can be presented to the first user if the second user accepts the first user-specific type-ahead suggestion.

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Nashua, NH, United States of America

Srinivasa Subramanyam Pulugurtha