Coaching with collaborative editing
View Patent ↗A method has acts for coupling from a computerized server executing software on a processor from a non-transitory medium to two or more computerized appliances operated by persons in a contact center, and updating text composition and editing results in real time in a display of each of the computerized appliances as any person operating a coupled computerized appliance composes or edits in a text-based communication application.
1. A method, comprising:
detecting, by a processor, composition of a message from a first agent appliance in response to an interaction with a customer appliance, wherein the first agent appliance is associated with a first contact center;
updating, by the processor, the message at a server in real-time with the composition of the message;
displaying, by the processor, in real-time with the updating of the message, content of the message on a second agent appliance, wherein the second agent appliance is associated with a second contact center;
detecting, by the processor, a modification to the content of the message from the second agent appliance in response to the displaying of the content of the message; and
after detecting the modification, transmitting, by the processor, the message to the customer appliance.
2. The method of claim 1 , further comprising, displaying, by the processor, the modified message at the first agent appliance and the second agent appliance.
3. The method of claim 1 , wherein the interaction is a text-based communication.
4. The method of claim 3 , wherein the text-based communication is an instant message chat.
5. The method of claim 1 , further comprising receiving, by the processor, a send message from the second agent appliance to initiate transmitting the message to the customer appliance.
6. The method of claim 1 , further comprising receiving, by the processor, a send message from the first agent appliance to initiate transmitting the message to the customer appliance.
7. The method of claim 1 , wherein the first agent appliance and the second agent appliance operate in a contact center.
8. The method of claim 1 , further comprising:
displaying, by the processor, at the second agent appliance, a selection to initiate a collaboration mode between the first agent appliance and the second agent appliance; and
displaying, by the processor, a text field at the second agent appliance for entering the modification to the content of the message.
9. The method of claim 1 , further comprising detecting, by the processor, a further modification to the content of the message from the first agent appliance.
10. An apparatus, comprising:
a processor; and
a memory coupled to the processor and storing instructions that, when executed by the processor, cause the processor to:
detect composition of a message from a first agent appliance in response to an interaction with a customer appliance, wherein the first agent appliance is associated with a first contact center;
update the message at a server in real-time with the composition of the message;
display in real-time with the updating of the message, content of the message on a second agent appliance, wherein the second agent appliance is associated with a second contact center;
detect a modification to the content of the message from the second agent appliance in response to the displaying of the content of the message; and
after detecting the modification, transmit the message to the customer appliance.
11. The apparatus of claim 10 , wherein the instructions further cause the processor to display the modified message at the first agent appliance and the second agent appliance.
12. The apparatus of claim 10 , wherein the interaction is a text-based communication.
13. The apparatus of claim 12 , wherein the text-based communication is an instant message chat.
14. The apparatus of claim 10 , wherein the instructions further cause the processor to receive a send message from the second agent appliance to initiate transmitting the message to the customer appliance.
15. The apparatus of claim 10 , wherein the instructions further cause the processor to receive a send message from the first agent appliance to initiate transmitting the message to the customer appliance.
16. The apparatus of claim 10 , wherein the first agent appliance and the second agent appliance operate in a contact center.
17. The apparatus of claim 10 , wherein the instructions further cause the processor to:
display, at the second agent appliance, a selection to initiate a collaboration mode between the first agent appliance and the second agent appliance; and
display a text field at the second agent appliance for entering the modification to the content of the message.
18. The apparatus of claim 10 , wherein the instructions further cause the processor to detect a further modification to the content of the message from the first agent appliance.