Patent ID: 9325661
Filing Date: 2016-04-26
CPC Classification: G06F,G06Q,H04L,H04M,H04W

Claim Text:
1. A method comprising: presenting, via a graphical user interface for an agent, a set of connected graphical elements representing a structure of a communication session among the agent, a caller, and a supervisor added to the communication session after an escalation event, wherein the communication session is agnostic with respect to a mode of communication associated with each participant in the communication session, and wherein the set of connected graphical elements are visually connected via a connection metaphor among the agent, the caller, and the supervisor, the connection metaphor comprising a visual connection between the caller and the supervisor and representing a communications link between the caller and the supervisor, and wherein the visual connection comprises an indication that, between the agent and the supervisor, only the supervisor has an ability to terminate the communications link between the caller and the supervisor; receiving input via the graphical user interface to manipulate a graphical element from the set of connected graphical elements; modifying the communication session based on the input to yield a modified communication session; and based on a determination that the caller was prematurely disconnected from the modified communication session, recreating the modified communication session by rejoining the caller without placing the caller in a queue to be rejoined potentially to a different agent.