US 12,120,270 B2
Monitoring representatives in a contact center environment
Chad Skinner, Talladega, AL (US); Rachel Duffield, Bloomington, IL (US); Aaron Kammeyer, Clinton, IL (US); and Amit Gupta, Normal, IL (US)
Assigned to State Farm Mutual Automobile Insurance Company, Bloomington, IL (US)
Filed by State Farm Mutual Automobile Insurance Company, Bloomington, IL (US)
Filed on Jun. 7, 2023, as Appl. No. 18/207,086.
Application 18/207,086 is a continuation of application No. 17/545,736, filed on Dec. 8, 2021, granted, now 11,706,344.
Claims priority of provisional application 63/122,652, filed on Dec. 8, 2020.
Prior Publication US 2023/0319188 A1, Oct. 5, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2024.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/5232 (2013.01) [H04M 3/5175 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A contact center server, comprising:
one or more processors; and
one or more non-transitory computer-readable media storing computer-executable instructions that, when executed, cause the one or more processors to perform operations comprising:
receiving an event notification associated with a live interaction between a representative computing device and a user computing device;
receiving, from an administrator computing device, a request to monitor the live interaction; and
causing, in response to the request from the administrator computing device, (i) presentation of a user interface on the administrator computing device, the user interface including a first display window corresponding to at least a portion of a second display window of the representative computing device, and (ii) presentation, on the administrator computing device, of data associated with the live interaction.