System and method for managing multi-modal communication sessions
A computing system for managing a multi-modal communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality. The system further includes an analysis module for analyzing the activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality. The system further includes a notification module for generating notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof to a supervisor.
1. A computing system for managing a multi-modal communication session in an enterprise, the system comprising:
a memory device storing executable instructions;
a processor in communication with the memory device, wherein executing the executable instructions by the processor causes the processor to:
monitor one or more activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality;
analyze the one or more activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality;
generate one or more notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof, to a supervisor monitoring the multi-modal communication session;
determine a bandwidth capability of a device associated with the supervisor; and
transmit the one or more notifications to the device associated with the supervisor at one of a plurality of selectable bandwidths, based on the determined bandwidth capability of the device.
2. The system of claim 1 , wherein executing the executable instructions by the processor causes the processor to:
enable the supervisor to join the multi-modal communication session.
3. The system of claim 2 , wherein executing the executable instructions by the processor causes the processor to receive a request from the supervisor to join the multi-modal communication session.
4. The system of claim 2 , wherein the supervisor joins the multi-modal communication session based on bandwidth of the first communication modality, the second communication modality, or a combination thereof.
5. The system of claim 2 , wherein executing the executable instructions by the processor causes the processor to provide additional information associated with the multi-modal communication session to at least one of the agent and the supervisor.
6. The system of claim 1 , wherein the first communication modality and the second communication modality comprise at least one of a text communication modality, an audio communication modality, a video communication modality, or a web chat communication modality.
7. The system of claim 1 , wherein the multi-modal communication session is a Web Real time Communication (WebRTC) communication session.
8. The system of claim 1 , wherein a plurality of multi-modal communication sessions are monitored by the supervisor, wherein a plurality of notifications associated with the multi-modal communication sessions are presented to the supervisor.
9. The system of claim 1 , wherein the one or more notifications include information associated with a plurality of multi-modal communication sessions between one or more customers and one or more agents.
10. A computer-implemented method for managing a multi-modal communication session, the method comprising:
monitoring, by a server of a contact center, one or more activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality;
analyzing, by the server of the contact center, the one or more activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality;
generating, by the server of the contact center, one or more notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof, to a supervisor;
determining, by the server of the contact center, a bandwidth capability of a device associated with the supervisor monitoring the multi-modal communication session; and
transmitting the one or more notifications to the device associated with the supervisor at one of a plurality of selectable bandwidths, based on the determined bandwidth capability of the device.
11. The method of claim 10 , further comprising:
enabling the supervisor to join the multi-modal communication session.
12. The method of claim 11 , further comprising:
receiving a request from the supervisor to join the multi-modal communication session.
13. The method of claim 11 , wherein the supervisor joins the multi-modal communication session based on bandwidth of the first communication modality, the second communication modality, or a combination thereof.
14. The method of claim 10 , further comprising:
providing additional information associated with the multi-modal communication session to at least one of the agent and the supervisor.
15. The method of claim 10 , wherein the first communication modality and the second communication modality comprise at least one of a text communication modality, an audio communication modality, a video communication modality, and a web chat communication modality.
16. The method of claim 10 , wherein a plurality of multi-modal communication sessions are monitored by the supervisor, wherein a plurality of notifications associated with the multi-modal communication sessions are presented to the supervisor.
17. The method of claim 10 , wherein the one or more notifications include information associated with a plurality of multi-modal communication sessions between one or more customers and one or more agents.
18. A computer-implemented method for managing a multi-modal communication session in an enterprise, the method comprising:
monitoring, by a server of a contact center, one or more activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality;
storing, by the server of the contact center, the one or more activities in at least one database;
analyzing, by the server of the contact center, the one or more activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality;
generating, by the server of the contact center, one or more notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof, to a supervisor monitoring the multi-modal communication session;
determining, by the server of the contact center, a bandwidth capability of a device associated with the supervisor monitoring the multi-modal communication session;
transmitting the one or more notifications to the device associated with the supervisor at one of a plurality of selectable bandwidths, based on the determined bandwidth capability of the device;
receiving, by the server of the contact center, a request from the supervisor to join the multi-modal communication session; and
enabling, by the server of the contact center, the supervisor to join the multi-modal communication session.
19. The method of claim 18 , further comprising:
providing additional information associated with the multi-modal communication session to at least one of the agent and the supervisor.
20. The method of claim 18 , wherein the first communication modality and the second communication modality comprise at least one of a text communication modality, an audio communication modality, a video communication modality, or a web chat communication modality.