Dual information system for contact center users
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United States of America Patent
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Apr 3, 2007
Grant Date -
Aug 19, 2004
app pub date -
Nov 27, 2002
filing date -
Nov 27, 2002
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A dual information system for a representative of a contact center includes a first set of information directed for reference by the representative while the representative is online with a customer and a second set of information directed for reference or capability enhancement by the representative while the representative is offline from customers wherein the second set of information includes information automatically directed to the representative based on the representative's online contact with the customer. One of these sets of information may enhance role-based capabilities of the representative.
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