System and method for managing contact center system
View Patent ↗In a method for managing a contact center system, the method includes: retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system; initiating, by the processor, a text-based chat communication with a first electronic device operated by a first agent; displaying, by the processor, an alert during the text-based chat communication, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.
1. A method for managing a contact center system, the method comprising:
retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system;
retrieving, by the processor, alert subscription data corresponding to a first agent regarding the plurality of performance metrics;
initiating, by the processor, a text-based chat communication with the first electronic device operated by a first agent;
displaying, by the processor, an alert during the text-based chat communication according the alert subscription data, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and
displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.
2. The method of claim 1 , further comprising transmitting, by the processor, a plurality of prompts for retrieving additional performance metric data from the plurality of performance metrics.
3. The method of claim 1 , further comprising:
monitoring, by the processor, the first performance metric data; and
detecting, by the processor, the first performance metric is outside the predetermined range of values for triggering the alert.
4. The method of claim 1 , further comprising detecting, by the processor, an input from the first electronic device requesting display of the performance metric.
5. The method of claim 1 , further comprising displaying, by the processor, the alert during the text-based chat communication in response to the first performance metric having a value above a predetermined threshold value.
6. The method of claim 1 , further comprising displaying, by the processor, the alert during the text-based chat communication in response to the first performance metric having a value below a predetermined threshold value.
7. The method of claim 1 , further comprising monitoring, by the processor, input from an agent device during the text-based chat communication.
8. The method of claim 7 , further comprising, in response to detecting the input is indicative of a request to data corresponding to a second performance metric, displaying, by the processor, the second performance metric data in the chat interface of the text-based chat communication.
9. A system for managing a contact center system, the system comprising:
a processor; and
a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
retrieve performance metric data for a plurality of performance metrics of the contact center system;
retrieve alert subscription data corresponding to a first agent regarding the plurality of performance metrics;
initiate a text-based chat communication with a first electronic device operated by the first agent;
display an alert during the text-based chat communication according the alert subscription data, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and
display the first performance metric in a chat interface of the text-based chat communication.
10. The system of claim 9 , wherein the instructions further cause the processor to transmit a plurality of prompts for retrieving additional performance metric data from the plurality of performance metrics.
11. The system of claim 9 , wherein the instructions further cause the processor to:
monitor the first performance metric data; and
detect the first performance metric is outside the predetermined range of values for triggering the alert.
12. The system of claim 9 , wherein the instructions further cause the processor to detect an input from the first electronic device requesting display of the performance metric.
13. The system of claim 9 , wherein the instructions further cause the processor to display the alert during the text-based chat communication in response to the first performance metric having a value above a predetermined threshold value.
14. The system of claim 9 , wherein the instructions further cause the processor to display the alert during the text-based chat communication in response to the first performance metric having a value below a predetermined threshold value.
15. The system of claim 9 , wherein the instructions further cause the processor to monitor input from an agent device during the text-based chat communication.
16. The system of claim 15 , wherein the instructions further cause the processor to, in response to detecting the input is indicative of a request to data corresponding to a second performance metric, display the second performance metric data in the chat interface of the text-based chat communication.
17. A system for managing a contact center system, the system comprising:
means for retrieving performance metric data for a plurality of performance metrics of the contact center system;
means for retrieving alert subscription data corresponding to a first agent regarding the plurality of performance metrics;
means for initiating a text-based chat communication with a first electronic device operated by the first agent;
means for displaying an alert during the text-based chat communication according the alert subscription data, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and
means for displaying the first performance metric in a chat interface of the text-based chat communication.
18. The system of claim 17 , further comprising means for transmitting a plurality of prompts for retrieving additional performance metric data from the plurality of performance metrics.
19. The system of claim 17 , further comprising:
means for monitoring the first performance metric data; and
means for detecting the first performance metric is outside the predetermined range of values for triggering the alert.
20. The system of claim 17 , further comprising means for displaying the alert during the text-based chat communication in response to the first performance metric having a value above a predetermined threshold value.