Mobile expert desktop
Abstract:
Embodiments of the present invention are directed to a system and method for handling an interaction via an end user device. The end user device receives context data related to the interaction over a data channel, and displays the context data and a list of media channels available for handling the interaction. A user selection of one of the media channels in the list is received. The interaction is received over the selected media channel. Embodiments of the present invention are also directed to a system and method for handling an interaction via an end user device. An agent is identified as being logged-in, and in response, each of a plurality of media channels associated with the user is monitored for determining presence of the agent on each of the plurality of media channels.
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