公开(公告)号：US12022027B1

公开(公告)日：2024-06-25

申请号：US18121213

申请日：2023-03-14

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： Grygoriy Budilovsky ,  Mikhail G. Epiktetov

IPC: H04M3/51 ,  G06Q30/016

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  H04M3/5191

Abstract: A method of providing customer relations services to customer on behalf of a contact center by utilizing agent devices, the agent devices being updated over a network with content items and the content items being processed by the agent devices so to provide the customer relation services. The method includes: receiving a request for a first content item from a first agent device of the agent devices; identifying candidate agent devices from the agent devices as ones of the agent devices capable of providing the first content item; selecting, via selection rules included in control logic, a selected agent device from the candidate agent devices for sharing the first content item with the first agent device; and transmitting instructions to the selected agent device initiating the selected agent device to transfer the first content item with the first agent device.