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Graphical user interface for managing multiple agent communication sessions in a contact center

  • US 10,447,853 B1
  • Filed: 12/29/2016
  • Issued: 10/15/2019
  • Est. Priority Date: 12/29/2016
  • Status: Active Grant
First Claim
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1. A non-transitory computer readable medium storing instructions that when executed by a computer processor of a communications handler cause the computer processor to:

  • provide to a computer for simultaneous display on a first portion of a user interface to an agent of a contact center a defined number of communication session identifiers associated with the agent comprising a first non-voice communication session identifier and a second non-voice communication session identifier, wherein the first non-voice communication session identifier and the second non-voice communication session identifier are both displayed prior to and after selecting the agent to receive either one of an incoming first non-voice communication or an incoming second non-voice communication to the agent, wherein the first non-voice communication and the second non-voice communication have a common channel type;

    receive the incoming first non-voice communication at the communications handler;

    select the agent to receive the incoming first non-voice communication;

    modify an appearance of the first non-voice communication session identifier on the user interface of the computer in response to selecting the agent to receive the incoming first non-voice communication;

    further modify the appearance of the first non-voice communication session identifier on the user interface of the computer in response to receiving a first input reflecting the agent selecting the first non-voice communication session identifier;

    provide a first text associated with the incoming first non-voice communication for display on a session information pane in a second portion on the user interface of the computer in response to receiving the first input;

    receive the incoming second non-voice communication while the first text is displayed to the agent on the user interface;

    select the agent to receive the incoming second non-voice communication;

    modify an appearance of the second non-voice communication session identifier on the user interface of the computer in response to selecting the agent to receive the incoming second non-voice communication;

    receive from the computer a second input reflecting the agent selecting the second non-voice communication session identifier corresponding to the incoming second non-voice communication;

    further modify the appearance of the second non-voice communication session identifier on the user interface of the computer in response to receiving the second input; and

    present a second text associated with the incoming second non-voice communication on the session information pane in response to receiving the second input.

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