Aggregated multi-topic agent desktop
A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the same. The dialog aggregator produces a summary, in real-time, of questions posed and existing answers in the interaction chain while identifying outstanding questions that have not been answered for display to an agent. The display includes any current answer the agent is working on as well as completed items and additionally executes rules based on the status of the remaining questions. The display in canonical form of the summary and outstanding question set enables a contact center agent or other observer of the interaction to quickly and efficiently assess the interaction history.
1. A method, comprising:
receiving a multi-topic dialog at a processor;
analyzing, by the processor, the multi-topic dialog to identify a plurality of questions contained within the multi-topic dialog, wherein the plurality of questions contained within the multi-topic dialog comprise a plurality of questions on a plurality of topics;
formatting, by the processor, a presentation of the multi-topic dialog in an aggregated display, the presentation including an indication of the identified plurality of questions contained within the multi-topic dialog, wherein the plurality of questions are aggregated from a plurality of different users using different communication types;
determining, by the processor, whether each of the identified plurality of questions has been addressed; and
presenting, by the processor, the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified plurality of questions along with corresponding indications of whether or not the identified plurality of questions have been answered.
2. The method of claim 1 , wherein determining whether each question in the identified plurality of questions has been addressed comprises determining, by the processor, that a question from one of a social media interaction, an email interaction, and a chat interaction has been addressed by someone other than a contact center agent; wherein the question from the one of the social media interaction, the email interaction, and the chat interaction is included in the presentation of the multi-topic dialog; and wherein the presentation of the multi-topic dialog is presented to the contact center agent.
3. The method of claim 2 , wherein determining whether each question in the identified plurality of questions has been addressed further comprises:
analyzing, by the processor, interactions between a contact center resource and the multi-topic dialog to determine whether the contact center resource has automated answers for at least one of the identified plurality of questions.
4. The method of claim 1 , wherein there are answered questions and unanswered questions in the identified plurality of questions, and wherein presenting the presentation of the multi-topic dialog includes displaying an answer provided to each of the answered questions in the identified plurality of questions, and wherein the answer is displayed within the multi-topic dialog adjacent to the respective answered question.
5. The method of claim 1 , further comprising:
determining, by the processor, that less than all of the identified plurality of questions have been addressed;
identifying, by the processor, each un-addressed question; and
highlighting, by the processor, each un-addressed question in the presentation of the multi-topic dialog for a contact center agent.
6. The method of claim 5 , further comprising:
requiring, by the processor, a contact center resource to address each question in the identified plurality of questions prior to allowing the contact center resource to close a contact center work item associated with the multi-topic dialog.
7. The method of claim 1 , wherein the multi-topic dialog comprises interactions between different social media users, email users, and chat users.
8. The method of claim 1 , wherein the multi-topic dialog comprises a single message transmitted to a contact center from a single user, wherein the multi-topic dialog includes different questions requiring different types of actions by a contact center agent.
9. A system, comprising:
a microprocessor; and
a computer-readable medium coupled to the microprocessor and comprising instructions causing the microprocessor to:
receive a multi-topic dialog;
analyze the multi-topic dialog to identify a plurality of questions contained within the multi-topic dialog, wherein the plurality of questions contained within the multi-topic dialog comprises a plurality of questions on a plurality of topics;
format a presentation of the multi-topic dialog in an aggregated display, the presentation including an indication of the identified plurality of questions contained within the multi-topic dialog, wherein the plurality of questions are aggregated from a plurality of different users using different communication types;
determine whether each of the identified plurality of questions has been addressed; and
present the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified plurality of questions along with corresponding indications of whether or not the identified plurality of questions have been answered.
10. The system of claim 9 , wherein the determining whether each question in the identified plurality of questions has been addressed comprises:
analyzing, by the microprocessor, each of a social media interaction, an email interaction, and a chat interaction to determine if a question has been addressed by someone other than a contact center agent.
11. The system of claim 10 , wherein the determining whether each question in the identified plurality of questions has been addressed further comprises:
analyzing, by the microprocessor, interactions between a contact center resource and the multi-topic dialog to determine whether the contact center resource has addressed the identified plurality of questions in the interactions.
12. The system of claim 9 , wherein the presenting the presentation of the multi-topic dialog includes displaying answers adjacent to each question in the identified plurality of questions, and further comprising: screening, by the microprocessor, the answers to determine if each of the answers are correct; and locking, by the microprocessor, the identified plurality of questions that do not have a correct answer.
13. The system of claim 10 , further comprising:
after the analyzing the social media interaction, the email interaction, and the chat interaction, determining, by the microprocessor, that less than all questions in the identified plurality of questions have been addressed and that less than all questions in the identified plurality of questions have been answered;
identifying, by the microprocessor, each un-addressed question and each unanswered question;
highlighting, by the microprocessor and using a first type of visual indication, each unanswered question in the presentation of the multi-topic dialog; and
highlighting, by the microprocessor and using a second type of visual indication that is distinct from the first type of visual indication, each un-addressed question in the presentation of the multi-topic dialog for a contact center agent.
14. The system of claim 13 , further comprising: automatically analyzing; by the microprocessor, each un-addressed question to determine if each un-addressed question has been addressed; and requiring, by the microprocessor, a contact center resource to address each question in the identified plurality of questions prior to allowing the contact center resource to close a contact center work item associated with the multi-topic dialog.
15. The system of claim 9 , wherein the multi-topic dialog comprises interactions between different social media users, email users, and chat users.
16. The system of claim 9 , wherein the multi-topic dialog comprises a single message transmitted to a contact center from a single user, wherein the multi-topic dialog includes different questions from the single user requiring action by a contact center agent, wherein the action is input to the multi-topic dialog that addresses the different questions, wherein the microprocessor evaluates the input in real-time to determine if the different questions have been answered, and wherein the microprocessor updates the corresponding indications in the presentation of the multi-topic dialog based on the evaluation.
17. A communication system, comprising:
a server coupled to a communication network and receiving input to process a work event, wherein the server comprises a processor that:
receives a multi-topic dialog;
analyzes the multi-topic dialog to identify a plurality of questions contained within the multi-topic dialog, wherein the plurality of questions contained within the multi-topic dialog comprises a plurality of questions on a plurality of topics;
formats a presentation of the multi-topic dialog, the presentation including an indication of the identified plurality of questions contained within the multi-topic dialog in an aggregated display, wherein the plurality of questions are aggregated from a plurality of different users using different communication types;
determines whether each of the identified plurality of questions has been addressed; and
presents the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified plurality of questions along with corresponding indications of whether or not the identified plurality of questions have been answered.
18. The system of claim 17 , wherein the determining step comprises an analysis of a social media interaction, an email interaction, and a chat interaction by the processor to determine if a question has been addressed by someone other than a contact center agent in a contact center; generating, by a work assignment engine in the contact center, a work item for at least one of the identified plurality of questions that has not been addressed; and sending, by the work assignment engine, the work item to a resource in the contact center.
19. The system of claim 17 , wherein the processor:
analyzes interactions between a contact center resource and the multi-topic dialog to determine whether the contact center resource has addressed the identified plurality of questions;
determines that less than all questions in the identified plurality of questions have been addressed;
identifies each un-addressed question;
highlights each un-addressed question in the presentation of the multi-topic dialog for a contact center agent; and
requires a contact center resource to address each question in the identified plurality of questions prior to allowing the contact center resource to close a contact center work item associated with the multi-topic dialog.
20. The system of claim 17 , wherein the multi-topic dialog comprises interactions between at least two different social media users, email users, and chat users, wherein the identified plurality of questions originate from the at least two different social media users, email users, and chat users, wherein the multi-topic dialog comprises a single message transmitted to a contact center from a single user, and wherein the multi-topic dialog includes different questions requiring action by a contact center agent for the at least two different social media users, email users, and chat users.