Call center interface
First Claim
1. A system for providing a call center interface, comprising:
- a processing unit that executes the following computer executable components stored in a memory;
a call distribution component that manages one or more incoming calls from one or more customers;
a storage component that stores one or more logs associated with the one or more customers;
a detection component that determines one or more device properties of a customer service representative device based on a determination that an incoming call of the one or more incoming calls is transferred to the customer service representative device, the one or more device properties include at least one of a mode, a state, a context, a network characteristic, a display capability, and an associated peripheral device; and
a presentation component that renders, on the customer service representative device, a set of presentations of a call center interface based on a ranking of at least one device property of the one or more device properties and a selected log of the one or more logs, and wherein the presentation component ranks the set of presentations of the call center interface based on a functionality representative of the one or more device properties of the customer service representative device and the selected log, wherein the selected log is associated with the incoming call, and wherein the presentation component renders a different set of presentations of the selected log differently on another customer service representative device based on another device property of the other customer service representative device.
1 Assignment
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Accused Products
Abstract
One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.
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Citations
20 Claims
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1. A system for providing a call center interface, comprising:
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a processing unit that executes the following computer executable components stored in a memory; a call distribution component that manages one or more incoming calls from one or more customers; a storage component that stores one or more logs associated with the one or more customers; a detection component that determines one or more device properties of a customer service representative device based on a determination that an incoming call of the one or more incoming calls is transferred to the customer service representative device, the one or more device properties include at least one of a mode, a state, a context, a network characteristic, a display capability, and an associated peripheral device; and a presentation component that renders, on the customer service representative device, a set of presentations of a call center interface based on a ranking of at least one device property of the one or more device properties and a selected log of the one or more logs, and wherein the presentation component ranks the set of presentations of the call center interface based on a functionality representative of the one or more device properties of the customer service representative device and the selected log, wherein the selected log is associated with the incoming call, and wherein the presentation component renders a different set of presentations of the selected log differently on another customer service representative device based on another device property of the other customer service representative device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for providing a call center interface, comprising:
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a processing unit that executes the following computer executable components stored in a memory; a call distribution component that manages incoming calls from one or more customers; a storage component that stores logs associated with respective calls of the incoming calls; a detection component that; determines one or more device properties of a customer service representative device based on a determination that an incoming call of the one or more incoming calls is transferred to the customer service representative device, wherein the device properties include attributes, characteristics, or capabilities available based on at least one of installed hardware, installed software, attached peripherals, a context, network characteristics, a location of the device, and wherein the installed hardware includes at least one of a display resolution, a pixel density of a display, a battery size, remaining battery or power level, a display type, a number of available display colors, a processor speed, a memory size, available memory, and available storage; and receives a gesture from a customer service representative, wherein the detection component suggests connecting one or more potential peripherals to a user; and a presentation component that renders a set of presentations of a call center interface on the customer service representative device based on a ranking of the one or more device properties, the gesture, and a selected log of the one or more logs, and wherein the presentation component ranks the set of presentations of the call center interface based on a functionality representative of the one or more device properties of the customer service representative device and the selected log, the selected log is determined based on the incoming call being transferred to the customer service representative device, wherein the selected log is rendered differently on another customer service representative device based on other device properties associated with the other customer service representative device. - View Dependent Claims (13, 14, 15, 16)
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17. A method for providing a call center interface, comprising:
- managing, by a system comprising a processing unit, one or more incoming calls from one or more customers;
accessing, by the system, a log of the one or more logs, wherein the log is associated with an incoming call of the one or more incoming calls; determining, by the system, a device property of a customer service representative device, wherein the device property includes a context of the customer service representative device, a network characteristic of the customer service representative device, and a display capability of the customer service representative device; rendering a set of presentations of a call center interface based on a ranking of at least one device property of the one or more device properties and the log associated with the incoming call, wherein the log associated with the incoming call is rendered differently on another customer service representative device based on at least one device property of the other customer service representative device; and ranking the set of presentations of the call center interface based on a functionality representative of the device property of the customer service representative device and the selected log. - View Dependent Claims (18, 19, 20)
- managing, by a system comprising a processing unit, one or more incoming calls from one or more customers;
Specification