CO-BROWSING PREVIEW OF QUEUED CUSTOMER CONTACTS

摘要

Embodiments of the invention provide systems and methods for providing a co-browsing preview of a queued contact. According to one embodiment, providing a co-browsing preview of a queued contact can comprise receiving a contact from a customer, selecting an agent from a plurality of agents based at least in part on the contact and a defined set of skills for each of the agents, and assigning the contact to the selected agent. Assigning the contact to the selected agent can comprise placing the contact into a queue for the selected agent. A live, real-time co-browsing preview of a current user interface of the customer can be provided to the selected agent while the contact is assigned to the selected agent's queue and before the customer is connected to the selected agent.

主权项

1. A method for providing a co-browsing preview of a queued contact, the method comprising:
receiving, at a Customer Relationship Management (CRM) system, a contact from a customer; selecting, by the CRM system, an agent from a plurality of agents based at least in part on the contact and a defined set of skills for each of the agents; assigning, by the CRM system, the contact to the selected agent, wherein assigning the contact to the selected agent comprises placing the contact into a queue for the selected agent; providing, by the CRM system, a live, real-time co-browsing preview of a current user interface of the customer to the selected agent while the contact is assigned to the selected agent's queue and before the customer is connected to the selected agent.