Patent ID: 9100482
Filing Date: 2015-08-04
Classification: H04M

Abstract:
1. A method, comprising: providing a contact center supervisor with a communication device configured to interface with a plurality of electronic contact center data sources; receiving a first set of contact center data from a first contact center data source, the first set of contact center data being received at the communication device via a first Application Programming Interface (API) and wherein the first set of contact center data comprises a metric of a conversation between a contact center agent and a customer and wherein the contact center agent is different from the supervisor; receiving a second set of contact center data from a second contact center data source, the second set of contact center data being received at the communication device via a second API and wherein the second set of contact center data comprises a current context of the conversation between the contact center agent and the customer; causing the first and second sets of contact center data to be displayed via a Graphical User Interface (GUI) of the communication device; upon receiving a signal from the supervisor to the communication device, joining the supervisor to the exchange between the contact center agent and the customer without regard to the supervisor's location or proximity to the agent; determining a location of the supervisor; and adjusting the data obtained from the first contact center data source based on the determined location of the supervisor.