Establishing A Contact Center Session Based On An Updated Sentiment-Based Score

Abstract: a sentiment-based score is determined for a contact center engagement between a first contact center service operator and a contact center user. the sentiment-based score is indicated within a graphical user interface displaying information associated with multiple contact center engagements at a device of a second contact center service operator. based on a request to participate in the contact center engagement received from the device of the second contact center service operator via the graphical user interface, information associated with the contact center engagement is transmitted to the device of the second contact center service operator, and a contact center session involving a device of the contact center user and the device of the second contact center service operator is established.

Inventor(s): Jin Li, Xu Hua Li

CPC Classification: G06Q10/06393 ({Score-carding, benchmarking or key performance indicator [KPI] analysis})

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