Call center system for multiple transaction selections
First Claim
1. A computer-readable medium having computer-readable program code to cause a computer system to perform acts of:
- displaying a transaction menu that lists possible transactions that an agent of a call center can fulfill;
ordering a plurality of transactions selected by the agent from the transaction menu into a first sequence of agent-selected transactions that are to be fulfilled for a call;
displaying the first sequence of agent-selected transactions that are to be fulfilled;
receiving a selection of at least one additional transaction from the transaction menu after the agent has begun to address one of the agent-selected transactions from the first sequence but before the agent has completed all of the agent-selected transactions from the first sequence;
ordering uncompleted ones of the agent-selected transactions including the at least one additional transaction into a second sequence of agent-selected transactions; and
displaying the second sequence of agent-selected transactions that are to be fulfilled.
2 Assignments
0 Petitions
Accused Products
Abstract
A user interface for an agent of a call center comprises a transaction menu that lists possible transactions that the agent can fulfill. Multiple transactions selected by the agent from the transaction menu are ordered into a first sequence of agent-selected transactions that are to be fulfilled in a call, and the first sequence is displayed. A selection of at least one additional transaction from the transaction menu is received after the agent has begun to address one of the agent-selected transactions from the first sequence but before the agent has completed all of the agent-selected transactions from the first sequence. Uncompleted ones of the agent-selected transactions including the at least one additional transaction are ordered into a second sequence of agent-selected transactions, and the second sequence is displayed.
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Citations
20 Claims
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1. A computer-readable medium having computer-readable program code to cause a computer system to perform acts of:
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displaying a transaction menu that lists possible transactions that an agent of a call center can fulfill;
ordering a plurality of transactions selected by the agent from the transaction menu into a first sequence of agent-selected transactions that are to be fulfilled for a call;
displaying the first sequence of agent-selected transactions that are to be fulfilled;
receiving a selection of at least one additional transaction from the transaction menu after the agent has begun to address one of the agent-selected transactions from the first sequence but before the agent has completed all of the agent-selected transactions from the first sequence;
ordering uncompleted ones of the agent-selected transactions including the at least one additional transaction into a second sequence of agent-selected transactions; and
displaying the second sequence of agent-selected transactions that are to be fulfilled. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method comprising:
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displaying a transaction menu that lists possible transactions that an agent of a call center can fulfill;
ordering a plurality of transactions selected by the agent from the transaction menu into a first sequence of agent-selected transactions that are to be fulfilled in a call;
displaying the first sequence of agent-selected transactions that are to be fulfilled;
receiving a selection of at least one additional transaction from the transaction menu after the agent has begun to address one of the agent-selected transactions from the first sequence but before the agent has completed all of the agent-selected transactions from the first sequence;
ordering uncompleted ones of the agent-selected transactions including the at least one additional transaction into a second sequence of agent-selected transactions; and
displaying the second sequence of agent-selected transactions that are to be fulfilled. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification