Graphical user interface for managing multiple agent communication sessions in a contact center
First Claim
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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0 Petitions
Accused Products
Abstract
A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (“GUI”) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session identifier, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.
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Citations
20 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A non-transitory computer readable medium storing instructions that when executed by a computer processor cause the computer processor to:
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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 voice communication session identifier, wherein the first non-voice communication session identifier and the second 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 voice communication; receive the incoming first non-voice communication at a communications handler; select the agent of the contact center to receive the incoming first non-voice communication; modify 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; present a first text associated with the incoming first non-voice communication on a second portion of the user interface of the computer in response to receiving a first input reflecting the agent selecting the first non-voice-oriented communication session identifier; receive the incoming voice communication while the first text is presented to the agent on the user interface; select the agent to receive the incoming voice communication; route the incoming voice communication to the computer used by the agent without waiting for the agent to select the voice communication session identifier; modify an appearance of the voice communication session identifier on the user interface in response to selecting the agent to receive the incoming voice communication; and present information associated with the incoming voice communication on the second portion of the user interface comprising a current session information pane on the user interface without waiting for the agent to select the voice communication session identifier. - View Dependent Claims (15)
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16. A non-transitory computer readable medium storing instructions that when executed by a processor cause the computer processor to:
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provide to a computer for simultaneous display on a first portion of a user interface of a computer used by an agent of a contact center a defined number of communication session identifiers associated with the agent comprising a non-voice communication session identifier and a voice communication session identifier, wherein the first non-voice communication session identifier and the second voice communication session identifier are both displayed prior to and after selecting an agent to receive either one of an incoming voice communications or an incoming non-voice communication; receive the incoming voice communication at a communications handler; select the agent to receive the incoming voice communication; route the incoming voice communication to the computer used by the agent without waiting for the agent to select the voice communication session identifier; alter an appearance of the voice communication session identifier after selecting the agent to receive the incoming voice communication; present a voice-oriented session information pane on a second portion of the user interface of the computer after selecting the agent to receive the incoming voice communication without waiting for the agent to select the voice communication session identifier; receive the incoming non-voice communication while the agent is connected to a party on the incoming voice communication; select the agent to receive the incoming non-voice communication; provide a visual indication on the non-voice communication session identifier indicating the incoming non-voice communication is pending after selecting the agent to receive the incoming non-voice communication while the voice-oriented session information pane on the user interface is presented to the agent; receive from the computer an indication of the agent selecting the non-voice communication session identifier corresponding to the incoming non-voice communication; and replace the voice-oriented session information pane on the user interface with a non-voice-oriented session information pane while maintaining the incoming voice communication to the computer and displaying the voice communication session identifier. - View Dependent Claims (17, 18, 19, 20)
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Specification