User interface persistent context area

• US 20050152529A1
• Filed: 07/07/2004
• Published: 07/14/2005
• Est. Priority Date: 10/20/2003
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Charnock, Lewis W.B., Gomov, Vyacheslav, Rodgers, Deborah, Kumar, Janaki P., Zeller, Susanne, Bhanuprakash, Vivek, Wilkenschildt, Johnnie, Chadaga, Vidya, Fink, Joaquin Garcia
• Granted Patent: US 7,688,966 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

An improved user interface improves call center agent responsiveness by persistently (i.e., without interruption) displaying key information at fixed locations in an integrated user interface. The integrated user interface may be partitioned into physical areas on the agent'"'"'s display screen. While some areas of the agent'"'"'s display screen may rapidly change, at least one area in a reserved location may persistently display a collection of interaction-specific information that the call center agent can view at all times during a call/chat/email session. The user interface persistently displays each piece of key information at a reserved and unchanging physical location on the agent'"'"'s screen.

Claims

1. A method of processing an interaction in a call center, the method comprising:

displaying predetermined information to which a call center agent may need to frequently refer throughout a session with a specific contact person, the predetermined information relating to a specific session being conducted with the specified contact person, the predetermined information being persistently displayed in a first area located at a reserved location within a portion of a GUI; and

displaying a plurality of view sets of information in a second area of the GUI, wherein the agent may cause the plurality of the view sets of information to be displayed during the session in order to process the interaction.

2. The method of claim 1, wherein the contact person initiates the session by calling the call center.

3. The method of claim 2, wherein the predetermined information includes an indication that the contact person initiated the session.

4. The method of claim 1, wherein the call center agent initiates the session by calling the contact person.

5. The method of claim 4, wherein the predetermined information includes an indication that the agent initiated the session.

6. The method of claim 1, wherein the predetermined information includes the contact person'"'"'s name.

7. The method of claim 6, wherein the predetermined information includes information that identifies the contact person'"'"'s employer.

8. The method of claim 6, wherein the predetermined information includes information that identifies the contact person'"'"'s telephone number.

9. The method of claim 6, wherein the predetermined information includes a notification to the call center agent that additional information relating to the contact person is stored in a database.

10. The method of claim 1, wherein the predetermined information includes an indication of the length of time the session has lasted.

11. The method of claim 1, wherein one view set in the plurality of view sets of information includes a view set selected from the group consisting of:

interaction record, sales order, service order, knowledge search, and interactive script.

12. The method of claim 1, wherein the interaction comprises a telephone call.

13. The method of claim 1, wherein the interaction comprises a web-based chat session.

14. The method of claim 1, wherein the interaction comprises an e-mail exchange.

15. A computer program product tangibly embodied in an information carrier, the computer program product containing instructions that, when executed, cause a processor to perform operations to display information that an agent may use to process an interaction in a call center, the operations comprising:

display predetermined information to which a call center agent may need to frequently refer during an entire session with a specific contact person, the predetermined information relating to a specific session being conducted with the specified contact person, the predetermined information being persistently displayed in a first area located at a reserved location within a first portion of a GUI; and

display a plurality of view sets of information in a second area of the GUI, wherein the agent may cause the plurality of the view sets of information to be displayed during the session in order to process the interaction.

16. The computer program product method of claim 15, wherein the predetermined information includes the contact person'"'"'s name.

17. The computer program product of claim 16, wherein the predetermined information includes information that identifies the contact person'"'"'s employer.

18. The computer program product of claim 17, wherein the predetermined information includes information that identifies the contact person'"'"'s telephone number.

19. The computer program product of claim 18, wherein the predetermined information includes an indication of the length of time the session has lasted.

20. A computer program product tangibly embodied in an information carrier, the computer program product containing instructions that, when executed, cause a processor to perform operations to display information that an agent may use to process an interaction in a call center, the operations comprising:

display context information for a specific contact person during an entire session with the specified contact person, the context information including the contact person'"'"'s contact information and an indication of whether the agent or the contact person initiated the interaction session, the context information 9 relating to a specific session being conducted with the specified contact person, the context information being persistently displayed in a first area located at a reserved location within a portion of a graphical user interface (GUI);

display a first view set of information in a second area in a different portion of the GUI; and

in response to input received from the agent during the session, display a second view set of information in the second area of the GUI, wherein the predetermined information in the first area remains persistently displayed in the first area of the GUI.