Networked contact center user interface

摘要

This document discusses, among other things, a system and methods for a networked contact center user interface. In an example embodiment, a user interface associated with a networked contact center includes a frame to present information in a selectable format. Based on a selection associated with the information, the frame is to present further information in an un-selectable format.

主权项

1. An apparatus comprising:
a networked contact center configured to facilitate incoming calls from customers to a plurality of tenants of the networked contact center; a circuit device configured and arranged to
display a toggle switch that is defined according to a selectable area within a viewable frame, that is initially selectable via user-input to the apparatus and displays graphical information identifying a function that is responsive to a selection of the selectable area,determine one of the plurality of tenants to which a communication of the networked contact center is directed and to provide access to data of a determined one of the plurality of tenants via a graphical user interface including the viewable frame, andin response to the selectable area being selected:
cause the selectable area to become un-selectable;execute the function within the apparatus to establish the communication of the networked contact center and with a user of the apparatus, wherein the communication includes at least one of a voice communication, a chat communication and an email communication; anddisplay further graphical information in the selectable area within the frame, the further graphical information depicting a status of the communication of the networked contact center; andwherein the graphical information and the further graphical information are associated with the status of the contact center communication between at least two of an agent of the tenant, a customer and the networked contact center, and the circuit device is configured and arranged to display the further graphical information for viewing by at least one of the agent and the customer, and wherein the circuit device is further configured and arranged to, in response to determining the one of the plurality of tenants to which the communication of the networked contact center is directed, retrieve a response to provide to the customer from the data of the tenant and display the response.