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:
Sep. 09, 2014
Filed:
Aug. 30, 2011
Stephane Muszynski, Washington, DC (US);
James Rainville, Mount Shasta, CA (US);
Stephane Muszynski, Washington, DC (US);
James Rainville, Mount Shasta, CA (US);
Oracle International Corporation, Redwood Shores, CA (US);
Abstract
A system can monitor online services based on conditions that can be selected by an administrator. The system can identify and select messages from within the online services. The system can then transform the selected messages into a specific format and forward the transformed messages to an agent console application. The agent console application can be located, for example, at a call center. Within the agent console application, an agent can respond to the forwarded messages using a single unified interface that an agent uses to respond to a chat session request, or telephone call, for customer service. Thus, the specific communication details of the online services can be abstracted by the system, so that the agent can respond to the forwarded messages of different online services using the single unified interface.