Networked contact center user interface approach
First Claim
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1. An apparatus comprising:
- a circuit device, including logic circuitry, configured and arranged to;
facilitate communicative coupling of a customer in a networked contact center and an agent of a tenant, wherein the customer is a customer of the tenant and the customer is associated with a communication directed to the tenant;
access information from the networked contact center, the information associated with the communication from the customer and defined by the customer in a viewable frame including a toggle switch that is defined according to a selectable area, the selectable area being selectable via user-input and configured and arranged to display graphical information for identifying a function of the communication;
transmit information associated with the communication to the networked contact center to facilitate access to data of the tenant via the agent, based on a displayed graphical user interface including the viewable frame;
in response to the selectable area being selected, transmit to the networked contact center further graphical information for display in the selectable area within the frame, the further graphical information depicting a status of the communication with the agent; and
transmit a response to the customer via the networked contact center, from the data of the agent, wherein the response is associated with the communication.
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Abstract
This document is directed to, among other things, communication systems involving networked contact center interfaces. One example method includes presenting a frame on a user interface to present information in a selectable format. Another example method includes using a circuit device to detect selection of a frame as displayed and causing display of further graphical information in an un-selectable format.
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Citations
20 Claims
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1. An apparatus comprising:
a circuit device, including logic circuitry, configured and arranged to; facilitate communicative coupling of a customer in a networked contact center and an agent of a tenant, wherein the customer is a customer of the tenant and the customer is associated with a communication directed to the tenant; access information from the networked contact center, the information associated with the communication from the customer and defined by the customer in a viewable frame including a toggle switch that is defined according to a selectable area, the selectable area being selectable via user-input and configured and arranged to display graphical information for identifying a function of the communication; transmit information associated with the communication to the networked contact center to facilitate access to data of the tenant via the agent, based on a displayed graphical user interface including the viewable frame; in response to the selectable area being selected, transmit to the networked contact center further graphical information for display in the selectable area within the frame, the further graphical information depicting a status of the communication with the agent; and transmit a response to the customer via the networked contact center, from the data of the agent, wherein the response is associated with the communication. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method comprising:
operating a circuit device, including logic circuitry, configured and arranged to; facilitate communicative coupling of a customer in a networked contact center and an agent of a tenant, wherein the customer is a customer of the tenant and the customer is associated with a communication directed to the tenant; access a platform among a plurality of platforms in the networked contact center, the plurality of platforms associated with the tenant; access information from the networked contact center via the platform, the information associated with the communication from the customer and defined by the customer in a viewable frame including a toggle switch that is defined according to a selectable area, the selectable area being selectable via user-input and configured and arranged to display graphical information for identifying a function of the communication; transmit information associated with the communication to the platform to facilitate access to data of the tenant via the agent, based on a displayed graphical user interface including the viewable frame; in response to the selectable area being selected, transmit to the platform further graphical information for display in the selectable area within the frame, the further graphical information depicting a status of the communication with the agent; and transmit a response to the customer via the platform, from the data of the agent, wherein the response is associated with the communication. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. An apparatus comprising:
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a networked contact center including communications circuits, configured to facilitate incoming calls from customers to a plurality of tenants of the networked contact center; and a circuit device, including logic circuitry, configured and arranged to; display a toggle switch that is defined according to a selectable area within a viewable frame, which is selectable via user-input and configured and arranged to display graphical information for 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 a platform within the networked contact center associated with the tenant, based on an identifier associated with the communication; in response to the selectable area being selected, display 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; and 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 one of the customers from data of the tenant via the platform. - View Dependent Claims (19, 20)
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Specification