Connecting a supervisor device to a contact center engagement
A sentiment-based score is determined for a contact center engagement between a first contact center service operator and a contact center user. The sentiment-based score is indicated within a graphical user interface displaying information associated with multiple contact center engagements at a device of a second contact center service operator. Based on a request to participate in the contact center engagement received from the device of the second contact center service operator via the graphical user interface, information associated with the contact center engagement is transmitted to the device of the second contact center service operator, and a contact center session involving a device of the contact center user and the device of the second contact center service operator is established.
1. A method, comprising:
transmitting, for output within a graphical user interface rendered at a contact center supervisor device, information associated with multiple active contact center engagements each involving a different agent, the graphical user interface including multiple elements for each of the multiple active contact center engagements, each element of the multiple elements for a respective active contact center engagement corresponding to a different manner of participation;
receiving, based on an interaction at the contact center supervisor device with an element of the multiple elements for an active contact center engagement, a request to participate in the active contact center engagement; and
connecting, based on the request, the contact center supervisor device to the active contact center engagement.
2. The method of claim 1 , wherein the element corresponds to functionality for monitoring the active contact center engagement and connecting the contact center supervisor device to the active contact center engagement comprises:
enabling the contact center supervisor device to monitor the active contact center engagement.
3. The method of claim 1 , wherein the element corresponds to functionality for communicating with an agent involved in the active contact center engagement and connecting the contact center supervisor device to the active contact center engagement comprises:
enabling communications between the contact center supervisor device and an agent device of the agent.
4. The method of claim 1 , wherein the element corresponds to functionality for joining the active contact center engagement and connecting the contact center supervisor device to the active contact center engagement comprises:
enabling the contact center supervisor device to join the active contact center engagement.
5. The method of claim 1 , wherein the information associated with the active contact center engagement represents a sentiment-based score initialized based on a past engagement involving a contact center user associated with the active contact center engagement.
6. The method of claim 1 , wherein the information associated with the active contact center engagement indicates a high priority of the active contact center engagement.
7. The method of claim 1 , wherein the multiple active contact center engagements are facilitated over two or more different modalities.
8. The method of claim 1 , wherein an agent associated with the active contact center engagement is one of a human agent or a chatbot.
9. A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:
transmitting, for output within a graphical user interface rendered at a contact center supervisor device, information associated with multiple active contact center engagements each involving a different agent, the graphical user interface including multiple elements for each of the multiple active contact center engagements, each element of the multiple elements for a respective active contact center engagement corresponding to a different manner of participation;
receiving, based on an interaction at the contact center supervisor device with an element of the multiple elements for an active contact center engagement, a request to participate in the active contact center engagement; and
connecting, based on the request, the contact center supervisor device to the active contact center engagement.
10. The non-transitory computer readable medium of claim 9 , wherein the multiple elements for each of the multiple active contact center engagements include a first element corresponding to functionality for monitoring the respective active contact center engagement, a second element corresponding to functionality for communicating with an agent involved in the respective active contact center engagement, and a third element corresponding to functionality for joining the respective active contact center engagement.
11. The non-transitory computer readable medium of claim 9 , wherein the information indicates an update to a sentiment-based score for the active contact center engagement, and wherein the sentiment-based score is initialized based on a past engagement involving a contact center user associated with the active contact center engagement.
12. The non-transitory computer readable medium of claim 9 , wherein connecting the contact center supervisor device to the active contact center engagement comprises:
establishing a contact center session to provide audio of the active contact center engagement to the contact center supervisor device, enable communications between the contact center supervisor device and an agent device of an agent associated with the active contact center engagement, or enable communications between the contact center supervisor device and a user device of a contact center user associated with the active contact center engagement.
13. The non-transitory computer readable medium of claim 9 , wherein the multiple active contact center engagements are facilitated over two or more of telephony, video, text messaging, chat, or social media.
14. A system, comprising:
one or more memories; and
one or more processors configured to execute instructions stored in the one or more memories to:
transmit, for output within a graphical user interface rendered at a contact center supervisor device, information associated with multiple active contact center engagements each involving a different agent, the graphical user interface including multiple elements for each of the multiple active contact center engagements, each element of the multiple elements for a respective active contact center engagement corresponding to a different manner of participation;
receive, based on an interaction at the contact center supervisor device with an element of the multiple elements for an active contact center engagement, a request to participate in the active contact center engagement; and
connect, based on the request, the contact center supervisor device to the active contact center engagement.
15. The system of claim 14 , wherein the multiple elements for the active contact center engagement correspond to functionality for two or more of monitoring the active contact center engagement, communicating with an agent involved in the active contact center engagement, and joining the active contact center engagement.
16. The system of claim 14 , wherein the information associated with the active contact center engagement represents a sentiment-based score initialized based on a past engagement involving a contact center user associated with the active contact center engagement, and wherein, to transmit the information, the one or more processors are configured to execute the instructions to:
transmit, for output within the graphical user interface, an update to the information based on an update to the sentiment-based score.
17. The system of claim 14 , wherein a high priority of the active contact center engagement is indicated within the information.
18. The system of claim 14 , wherein, to connect the contact center supervisor device to the active contact center engagement, the one or more processors are configured to execute the instructions to:
establish a contact center session involving the contact center supervisor device and a user device of a contact center user associated with the active contact center engagement.
19. The system of claim 14 , wherein the information identifies, for at least the active contact center engagement, one or more of a direction of communication, an identifier of a contact center user, an identifier of an agent, an identifier of a queue which includes the contact center user, or a start time of the active contact center engagement.
20. The system of claim 14 , wherein the multiple active contact center engagements are facilitated using communication software of a unified communications as a service platform.