Abstract: Contact centers often encounter situations where a group of customers have a common issue to be addressed. Connecting each customer to an agent for one-on-one communication may be effective, but it is resource intensive both in terms of networking and computer requirements and the time an agent spends repeating the same information. By performing an initial assessment of customers' issues, a common issue may be discovered that a common issue exists that can be handled in a group lecture pod, wherein a number of customer connect to interact with an agent and optionally to each other. Provided confidential information is not required, and any other required consent given, customers may be connected to the group lecture pod for more immediate resolution of a common issue and not have to stay in queue to wait for an agent to become available for a one-on-one interaction.

Abstract: Customer-agent interactions are often essential to provide services, such as to resolve issues. Methods and systems are provided to enable an artificially intelligent (AI) agent, such as a neural network to annotate a communication, such as a communication comprising a video stream. The AI may determine the subject of an issue and/or an issue to be resolved as a candidate resolution, which may further comprise annotations provided to the video stream. As a benefit the resolution, with annotations may be provided to the agent for subsequent processing and/or the customer.

Abstract: The present disclosure provides, among other things, methods and systems of managing a first channel, including: receiving a request for a communication session on the first channel; determining that a monitored attribute of the communication session has met a first threshold; comparing, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel; and managing a channel change based on the determining and the channel change analysis.

Abstract: Customer-agent interactions are often essential to provide services, such as to resolve issues. Methods and systems are provided to enable an artificially intelligent (AI) agent, such as a neural network to annotate a communication, such as a communication comprising a video stream. The AI may determine the subject of an issue and/or an issue to be resolved as a candidate resolution, which may further comprise annotations provided to the video stream. As a benefit the resolution, with annotations may be provided to the agent for subsequent processing and/or the customer.

Abstract: Contact centers often encounter situations where a group of customers have a common issue to be addressed. Connecting each customer to an agent for one-on-one communication may be effective, but it is resource intensive both in terms of networking and computer requirements and the time an agent spends repeating the same information. By performing an initial assessment of customers' issues, a common issue may be discovered that a common issue exists that can be handled in a group lecture pod, wherein a number of customer connect to interact with an agent and optionally to each other. Provided confidential information is not required, and any other required consent given, customers may be connected to the group lecture pod for more immediate resolution of a common issue and not have to stay in queue to wait for an agent to become available for a one-on-one interaction.

Abstract: The present disclosure provides, among other things, methods and systems of managing a first channel, including: receiving a request for a communication session on the first channel; determining that a monitored attribute of the communication session has met a first threshold; comparing, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel; and managing a channel change based on the determining and the channel change analysis.

Abstract: A first communication endpoint determines that a co-browsing session has been established. The first communication endpoint sends contents of a displayed web page in a first browser to a second browser, which has a different display size and/or layout. The first communication endpoint detects a movement of a first cursor in the displayed web page and identifies a first user interface element that the first cursor is currently over. The first communication endpoint determines a ratio of coordinates of the first cursor in relation to a size of the first user interface element. The first communication endpoint sends an identifier for the first user interface element and the determined ratio of coordinates to the second browser. The second browser uses the determined ratio of coordinates to calculate a position of a second cursor over the first user interface element displayed in the second browser.

Abstract: A request to mask an object in a transmitted media stream of a communication session is received. For example, a request to mask a portion of an image, such as a license plate in an image of an automobile is received from a user via a toolbar. A determination is made that a media stream with the object is going to be transmitted in the communication session. For example, the image object is going to be transmitted in a co-browsing session. The object is masked from the media stream of the communication session. The media stream with the masked object is then transmitted in the communication session. The masking prevents the other users in the communication session from seeing the masked object. In one embodiment, the user may select individual users in the communication session that will receive the masked object.

Abstract: A communication endpoint determines that a co-browsing session has been established between a first browser on the communication endpoint and a co-browsing server. The first browser initiates a listener to identify a user interface event in a browsing session of a web page. The first browser identifies a code element (e.g., a CSS class) associated with the user interface event. The code element modifies a view of the web page, but the modification of the view of the web page is not identified by the user interface event. The first browser converts the code element into a different programming language and sends the converted code element and an identifier of the user interface event to the co-browsing server. The co-browsing server sends the identifier of the event and the converted code element to a second browser to recreate the user interface displayed in the first browser.

Abstract: A first communication endpoint determines that a co-browsing session has been established. The first communication endpoint sends contents of a displayed web page in a first browser to a second browser, which has a different display size and/or layout. The first communication endpoint detects a movement of a first cursor in the displayed web page and identifies a first user interface element that the first cursor is currently over. The first communication endpoint determines a ratio of coordinates of the first cursor in relation to a size of the first user interface element. The first communication endpoint sends an identifier for the first user interface element and the determined ratio of coordinates to the second browser. The second browser uses the determined ratio of coordinates to calculate a position of a second cursor over the first user interface element displayed in the second browser.