Invention Grant
- Patent Title: Mobile expert desktop
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Application No.: US13776684Application Date: 2013-02-25
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Publication No.: US09984374B2Publication Date: 2018-05-29
- Inventor: Jerome Saint-Marc
- Applicant: Genesys Telcommunications Laboratories, Inc.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: G06Q30/00
- IPC: G06Q30/00 ; G06F3/0482 ; G06F3/0484 ; H04M9/00

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.
Public/Granted literature
- US20140245143A1 MOBILE EXPERT DESKTOP Public/Granted day:2014-08-28
Information query