Common message area for a customer interaction center user interface
First Claim
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1. A computer-implemented method for use in a customer interaction center system, the method comprising:
- receiving by an interaction center agent device, for presentation in a single user interface panel work area, information pertaining to a particular customer with whom a human interaction center agent viewing the user interface panel is interacting in an interaction session;
receiving, by the interaction center agent device, for presentation in a common message area on the user interface panel, an electronic broadcast message from a supervisor work station, the electronic broadcast message being received both by the interaction center agent device and by one or more other interaction center agent devices;
displaying the electronic broadcast message in the common message area by automatically scrolling the electronic broadcast message across the common message area, wherein automatically scrolling the electronic broadcast message comprises displaying a text or graphical element of the electronic broadcast message as moving across the common message area; and
receiving input from a pointing device associated with the interaction center agent device, the input specifying a cursor location over the common message area, wherein the automatic scrolling action of the electronic broadcast message is paused upon receiving the input.
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Abstract
Various implementations for a common message area for a customer interaction center user interface are provided. One implementation provides presenting, on an interaction center agent display device, a single user interface panel having, firstly, a work area that displays information pertaining to a particular customer with whom an interaction center agent is interacting, and secondly, a common message area for displaying electronic messages to be viewed by one or more interaction center agents.
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Citations
30 Claims
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1. A computer-implemented method for use in a customer interaction center system, the method comprising:
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receiving by an interaction center agent device, for presentation in a single user interface panel work area, information pertaining to a particular customer with whom a human interaction center agent viewing the user interface panel is interacting in an interaction session; receiving, by the interaction center agent device, for presentation in a common message area on the user interface panel, an electronic broadcast message from a supervisor work station, the electronic broadcast message being received both by the interaction center agent device and by one or more other interaction center agent devices; displaying the electronic broadcast message in the common message area by automatically scrolling the electronic broadcast message across the common message area, wherein automatically scrolling the electronic broadcast message comprises displaying a text or graphical element of the electronic broadcast message as moving across the common message area; and receiving input from a pointing device associated with the interaction center agent device, the input specifying a cursor location over the common message area, wherein the automatic scrolling action of the electronic broadcast message is paused upon receiving the input. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A customer interaction center system comprising one or more computers configured to:
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receive, at an interaction center agent device, for presentation in a single user interface panel work area, information pertaining to a particular customer with whom a human interaction center agent viewing the user interface panel is interacting in an interaction session; receive, at the interaction center agent device, for presentation in a common message area on the user interface panel, an electronic broadcast message from a supervisor work station, the electronic broadcast message being received both by the interaction center agent device and by one or more other interaction center agent devices; display the electronic broadcast message in the common message area by automatically scrolling the electronic broadcast message across the common message area, wherein automatically scrolling the electronic broadcast message comprises displaying a text or graphical element of the electronic broadcast message as moving across the common message area; and receive input from a pointing device associated with the interaction center agent device and pause the automatic scrolling action of the electronic broadcast message when the input specifies a cursor location over the common message area. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. An article comprising a machine-readable medium storing instructions operable to cause one or more machines to perform operations comprising:
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receiving by an interaction center agent device, for presentation in a single user interface panel a work area, information pertaining to a particular customer with whom a human interaction center agent is interacting in an interaction session; receiving, by the interaction center agent device, for presentation in a common message area in the user interface panel, an electronic broadcast message from a supervisor work station, the electronic broadcast message being received both by the interaction center device and by one or more other interaction center agent devices; displaying the electronic broadcast message in the common message area by automatically scrolling the electronic broadcast message across the common message area, wherein automatically scrolling the electronic broadcast message comprises displaying a text or graphical element of the electronic broadcast message as moving across the common message area; and receiving input from a pointing device corresponding to the interaction center agent device, the input being associated with the common message area, and pausing the automatic scrolling upon receiving the input. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30)
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Specification