METHOD AND APPARATUS FOR MONITORING CHAT SESSIONS IN A CONTACT CENTER
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United States of America Patent
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Issued Date -
Sep 18, 2014
app pub date -
Mar 15, 2013
filing date -
Mar 15, 2013
priority date (Note) -
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Abstract
A network call center system has a Unified Communication and Collaboration (UCC) device coupled to a communication network for managing incoming and outgoing calls. The UCC device connects a first user with a second user. The UCC device generates a screen on a communication device of the second user wherein the screen having a chat window to display communication between the first user and the second user. The screen further has a first function icon which when selected allows a third user to see the chat window and the communication between the first user and the second user.
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