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Context-sensitive presentation of information to call-center agents

  • US 5,757,904 A
  • Filed: 02/05/1996
  • Issued: 05/26/1998
  • Est. Priority Date: 02/05/1996
  • Status: Expired due to Term
First Claim
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1. A method of presenting information at a call center agent position in a context-sensitive manner, comprising the steps of:

  • monitoring activities at an agent position of a call center, including monitoring with whom an agent at the agent position is presently engaged in a call and what the call is about;

    receiving a request for information from the agent position;

    in response to the request, analyzing the request within a context of with whom the agent is presently engaged and what the call is about to determine a subset of the requested information, that excludes some of the requested information, which is most relevant to who the agent is presently engaged with and to what the call is about; and

    presenting at least the subset of the requested information at the agent position in response to the request, including presenting the subset of the requested information in a manner that emphasizes the subset over the rest of the requested information.

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