The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 03, 2020
Filed:
Jun. 27, 2017
Applicant:
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Inventors:
Assignee:
Other;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 3/51 (2006.01); H04L 29/08 (2006.01); H04L 12/58 (2006.01); H04M 3/42 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); H04L 51/02 (2013.01); H04L 51/043 (2013.01); H04L 51/14 (2013.01); H04L 67/22 (2013.01); H04M 3/5191 (2013.01); H04M 3/42382 (2013.01); H04M 2203/401 (2013.01); H04M 2203/404 (2013.01);
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.