User interface for alerts

• US 7,376,902 B2
• Filed: 02/13/2003
• Issued: 05/20/2008
• Est. Priority Date: 10/25/2002
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Lueckhoff, Hermann
• Primary Examiner(s): Wiley; David
• Assistant Examiner(s): Pitaro; Ryan F
• Application Number:
  US10/366,674
• Publication Number:
  US 20040082345A1
• Time in Patent Office: 1,923 Days
• Field of Search: 715/751, 715/707, 715/714, 715/752, 715/772
• US Class Current: 715/752
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/25 related to user interface aspects of the telephonic communication service
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Various implementations of the present invention provide systems and methods for interactive scripting in a distributed computing system. One implementation provides a method for displaying alert information on a display device. In this implementation, the method includes displaying work information in a work area of the display device, wherein the work information relates to an interactive session between a user and a specified person. The method further includes displaying alert information in a reserved area of the display device, wherein the alert information relates to a business-relevant situation for the interactive session between the user and the specified person. The reserved area of the display device is located in proximity to the work area of the display device and is persistently viewable by the user while the user is working in the work area.

Claims

1. A computer-implemented method for displaying alert information, the method comprising:

in a graphical user interface (GUI) configured to facilitate communication between an organization'"'"'s human service agent and a user, displaying session information in a first portion of the GUI, the session information configured to guide the human service agent in communicating with the user during an interactive service session; and

displaying alert information in a second portion of the GUI, the alert information configured to provide the human service agent with information that supplements the session information and that has been provided by a module that automatically generates, at runtime and without user intervention, alert messages according to a dynamically customizable configuration setting, wherein the alert messages first exist in a system that is performing the method, in a format in which they are displayed, upon being generated by the module;

wherein the second portion of the GUI is located in proximity to the first portion of the GUI, at a fixed location that does not change for different interactive service sessions with different users, and is persistently displayed during the interactive service session.

2. The computer-implemented method of claim 1, wherein displaying session information in the first portion of the GUI includes displaying on-line chat information relating to an interactive chat session between the human service agent and the user.

3. The computer-implemented method of claim 1, wherein displaying alert information in the second portion of the GUI includes prominently displaying alert information customized information that is particular to the user.

4. The computer-implemented method of claim 1, wherein displaying alert information in the second portion of the GUI includes prominently displaying navigable alert information that is selectable by the human service agent to display alert-related information in a separate area of the GUI.

5. The computer-implemented method of claim 1, wherein the method further comprises displaying navigation information in a navigation area of the GUI, the navigation information relating to the interactive service session between the human service agent and the user, and the navigation information having selectable fields to control the session information displayed in the first portion of the GUI.

6. The computer-implemented method of claim 1, wherein the method comprises displaying information on a web-enabled display device.

7. The computer-implemented method of claim 1, wherein the human service agent is a customer care agent, the user is a customer, and displaying session information in the first portion of the GUI includes displaying session information relating to an interactive session between the customer care agent and the customer.

15. The computer-implemented method of claim 7, wherein displaying alert information in the second portion of the GUI comprises displaying information about an additional product or service that is different from but related to a product or service corresponding to the interactive session, wherein a cross-selling opportunity exists with respect to the additional product or service.

17. The computer-implemented method of claim 1, wherein the module automatically generates an alert message by accessing a stored alert message having one or more placeholder values, and replacing the one or more placeholder values with corresponding contextual parameters associated with the session information.

18. The computer-implemented method of claim 1, further comprising displaying pop-up information corresponding to the alert information upon receiving input that a cursor associated with a pointing device is positioned over the alert information displayed in the second portion of the GUI.

8. A computer-readable medium having computer-executable instructions stored thereon that, when executed, display a graphical user interface (GUI) for facilitating communication between an organization'"'"'s human service agent and a user, the GUI comprising:

a first GUI portion to display session information configured to guide the human service agent in communicating with the user during an interactive service session; and

a second GUI portion to display alert information, the alert information configured to provide the human service agent with information that supplements the session information and that has been provided by a module that automatically supplies, without user intervention, alert messages according to a dynamically customizable configuration setting, wherein the alert information contains navigable alert information that is selectable by the human service agent, wherein selection of the navigable alert information causes alert-related information to be displayed in a separate display area;

wherein the second GUI portion is located at a fixed location that does not change for different interactive sessions with different users, that is in proximity to the first GUI portion, and that is persistently displayed during the interactive service session.

9. The computer-readable medium of claim 8, wherein the alert information contains customized information that is particular to the user.

10. The computer-readable medium of claim 8, wherein the GUI further comprises a navigation area to display navigation information relating to the interactive service session between the human service agent and the user, the navigation information having selectable fields to control the session information displayed in the first GUI portion.

11. The computer-readable medium of claim 8, wherein the GUI further comprises a web browser.

12. The computer-readable medium of claim 8, wherein the human service agent is a customer care agent, the user is a customer, and the session information relates to an interactive service session between the customer care agent and the customer.

13. The computer-readable medium of claim 12, wherein the session information includes on-line chat information relating to an interactive chat session between the customer care agent and the customer.

16. The computer-readable medium of claim 12, wherein the alert information corresponds to an additional product or service that is different from but related to a product or service corresponding to the interactive service session, wherein a cross-selling opportunity exists with respect to the additional product or service.

19. The computer-readable medium of claim 8, wherein the second GUI portion is configured to display alert information asynchronously with respect to the session information displayed in the first GUI portion.

20. The computer-readable medium of claim 8, wherein the method further comprises removing the navigable alert information from the second GUI portion when the navigable alert information is selected and alert-related information is displayed in the separate display area.

14. A computer-readable medium having computer-executable instructions stored thereon for performing a method, the method comprising:

displaying, in a graphical user interface (GUI) configured to facilitate communication between an organization'"'"'s human service agent and a user, session information in a first portion of the GUI, the session information configured to guide the human service agent in communicating with the user during an interactive service session; and

displaying alert information in a second portion of the GUI, the alert information configured to provide the human service agent with information that supplements the session information and that has been provided by a module that automatically generates, at runtime and without user intervention, alert messages according to a dynamically customizable configuration setting, wherein the alert messages first exist in a system that is executing the computer-executable instructions, in a format in which they are displayed, upon being generated by the module;

wherein the second portion of the GUI is located in proximity to the first portion of the GUI, at a fixed location that does not change for different interactive service sessions with different users and persistently displayed during the interactive service session.