TASK-CENTERED CONTEXT MANAGEMENT

• US 20140089822A1
• Filed: 09/27/2012
• Published: 03/27/2014
• Est. Priority Date: 09/27/2012
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: WU, Min, MUSA, Rami, BHOWMICK, Arin, SWARTZ, Kent Olen
• Granted Patent: US 9,477,945 B2
• Time in Patent Office: Days
• US Class Current: 715/761
• CPC Class Codes: G06F 3/04817 using icons graphical or visual programming using iconic symbols G06F8/34
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/1423 controlling a plurality of local displays, e.g. CRT and flat panel display
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A method, system, and computer program product for interaction management systems. The method commences upon receiving a first incoming communication pertaining to a first task, and launching a first task-centered context user interface being initially populated with a first screen device selected in response to the type of incoming communication (e.g., a phone call icon, etc.). An agent interacts with the client by responding to the incoming communication. Then, the method receives a second incoming communication pertaining to the same first task; and populates the first task-centered context user interface with a second screen device appropriate for the second incoming communication (e.g., a chat UI, etc.). Additional new incoming events are routed to its corresponding task-centered context (or a new task-centered context is created). Thus, upon receiving a third incoming communication pertaining to a second task (different from the first task), the method launches a second task-centered context user interface.

Claims

1. A computer implemented method for task-centered context management, the method comprising:

receiving, by a computer, a first incoming communication pertaining to a first task;

launching a first task-centered context user interface responsive to the first incoming communication, the task-centered context user interface being initially populated with at least one first screen device selected based at least in part on the first incoming communication;

receiving a second incoming communication pertaining to the same first task; and

populating the first task-centered context user interface with at least one second screen device selected based at least in part on the second incoming communication.

2. The method of claim 1, further comprising:

receiving a third incoming communication pertaining to a second task;

launching a second task-centered context user interface responsive to the third incoming communication, the second task-centered context user interface being initially populated with at least one third screen device selected based at least in part on the third incoming communication.

3. The method of claim 1, wherein the first task-centered context user interface comprises at least one of, a global toolbar, a dashboard, or a home button.

4. The method of claim 1, wherein the first incoming communication pertaining to a first task is at least one of, an incoming chat event, or a phone call event.

5. The method of claim 1, further comprising populating the first task-centered context user interface with one or more interaction icons in response to receiving an agent click event.

6. The method of claim 1, further comprising populating the first task-centered context user interface with a real-time interaction area.

7. The method of claim 6, further comprising populating the real-time interaction area with a new entry responsive to a third incoming communication.

8. A computer system for task-centered context management, comprising:

a computer processor to execute a set of program code instructions; and

a memory to hold the program code instructions, in which the program code instructions comprises program code to perform,

receiving, a first incoming communication pertaining to a first task;

launching a first task-centered context user interface responsive to the first incoming communication, the task-centered context user interface being initially populated with at least one first screen device selected based at least in part on the first incoming communication;

receiving a second incoming communication pertaining to the same first task; and

populating the first task-centered context user interface with at least one second screen device selected based at least in part on the second incoming communication.

9. The computer system of claim 8, further comprising:

receiving a third incoming communication pertaining to a second task;

launching a second task-centered context user interface responsive to the third incoming communication, the second task-centered context user interface being initially populated with at least one third screen device selected based at least in part on the third incoming communication.

10. The computer system of claim 8, wherein the first task-centered context user interface comprises at least one of, a global toolbar, a dashboard, or a home button.

11. The computer system of claim 8, wherein the first incoming communication pertaining to a first task is at least one of, an incoming chat event, or a phone call event.

12. The computer system of claim 8, further comprising populating the first task-centered context user interface with one or more interaction icons in response to receiving an agent click event.

13. The computer system of claim 8, further comprising populating the first task-centered context user interface with a real-time interaction area.

14. The computer system of claim 13, further comprising populating the real-time interaction area with a new entry responsive to a third incoming communication.

15. A computer program product embodied in a non-transitory computer readable medium, the computer readable medium having stored thereon a sequence of instructions which, when executed by a processor causes the processor to execute a process to implement task-centered context management, the process comprising:

receiving, a first incoming communication pertaining to a first task;

launching a first task-centered context user interface responsive to the first incoming communication, the task-centered context user interface being initially populated with at least one first screen device selected based at least in part on the first incoming communication;

receiving a second incoming communication pertaining to the same first task; and

populating the first task-centered context user interface with at least one second screen device selected based at least in part on the second incoming communication.

16. The computer program product of claim 15, further comprising:

receiving a third incoming communication pertaining to a second task;

launching a second task-centered context user interface responsive to the third incoming communication, the second task-centered context user interface being initially populated with at least one third screen device selected based at least in part on the third incoming communication.

17. The computer program product of claim 15, wherein the first task-centered context user interface comprises at least one of, a global toolbar, a dashboard, or a home button.

18. The computer program product of claim 15, wherein the first incoming communication pertaining to a first task is at least one of, an incoming chat event, or a phone call event.

19. The computer program product of claim 15, further comprising populating the first task-centered context user interface with one or more interaction icons in response to receiving an agent click event.

20. The computer program product of claim 15, further comprising populating the first task-centered context user interface with a real-time interaction area.