SYSTEM AND METHOD FOR REAL-TIME MONITORING OF A CONTACT CENTER USING A MOBILE COMPUTER
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United States of America Patent
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Issued Date -
Apr 9, 2015
app pub date -
Nov 21, 2013
filing date -
Oct 8, 2013
priority date (Note) -
Abandoned
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Abstract
A system and method is provided for monitoring a contact center in real-time. An overview page may be displayed providing information associated with a plurality of agents in a contact center including real-time status information indicating that one or more of the plurality of agents are currently involved in customer interactions and indicating progress of the interactions. An interaction page may be displayed for a selected one of the customer interactions providing computer-generated information summarizing the customer interaction in real-time. A user may be connected to the customer or agent to intervene in the selected interaction.
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