Patent ID: 9578172
Date: 2017-02-21
CPC Classifications: G06Q,H04L,H04M,H04W

Claim:
1. A method for providing contact center interaction history, the method comprising: identifying, by the computer system, a particular interaction involving a customer, the interaction being associated with interaction data; storing, by the computer system, the interaction data in a storage device in association with data related to the customer; receiving, by the computer system from an application miming on an end user device accessible to the customer, a request for a history of interactions, wherein the request is transmitted by the application in response to selection of an option provided by the application; retrieving, by the computer system, a log of a plurality of prior interactions involving the customer in response to the request, the log providing a selectable link to the particular interaction; receiving, in response to user actuation of the selectable link by the computer system, selection of the particular interaction listed in the log of prior interactions; retrieving, by the computer system, the interaction data stored in association with the particular interaction, in response to the selection, wherein the interaction data includes at least a portion of content of communication exchanged during the particular interaction; and providing, by the computer system, the retrieved interaction data to the end user device for display via the application.