MULTI-CHAT MONITORING & AUDITING SYSTEM
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United States of America Patent
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May 12, 2016
app pub date -
Apr 24, 2015
filing date -
Apr 24, 2015
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Abstract
A multi-chat monitoring and auditing system and method are disclosed. The system and method may be used to simultaneously monitor, audit, and manage online, text-based chat interactions between a plurality of customer service representatives and a plurality of users. Chat streams are monitored through the use of flags that may be customized based on the preferences of the system operators. The system and method may also audit chat interactions through data collection and through a dashboard that aggregates and analyzes key performance indicators. A supervisor's dashboard may also be utilized to manage and oversee the chat interactions of a plurality of customer service representatives.
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