User interface persistent context area

• US 7,688,966 B2
• Filed: 07/07/2004
• Issued: 03/30/2010
• Est. Priority Date: 10/20/2003
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Zeller, Susanne, Bhanuprakash, Vivek, Charnock, Lewis W. B., Wilkenschildt, Johnnie, Chadaga, Vidya, Fink, Joaquin Garcia, Gomov, Vyacheslav, Rodgers, Deborah, Kumar, Janaki P.
• Primary Examiner(s): Gauthier; Gerald
• Application Number:
  US10/886,162
• Publication Number:
  US 20050152529A1
• Time in Patent Office: 2,092 Days
• Field of Search: 379/265.01, 379/266.01, 379/265.09, 379/93.17, 379/93.23, 379/266.06, 370/396, 370/352, 709/224, 709/204, 705/38, 340/5.91, 715/752
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

An improved user interface improves call center agent responsiveness by persistently (i.e., without interruption) displaying key information at fixed locations in an integrated user interface. The integrated user interface may be partitioned into physical areas on the agent'"'"'s display screen. While some areas of the agent'"'"'s display screen may rapidly change, at least one area in a reserved location may persistently display a collection of interaction-specific information that the call center agent can view at all times during a call/chat/email session. The user interface persistently displays each piece of key information at a reserved and unchanging physical location on the agent'"'"'s screen.

Claims

1. A method of processing an interaction in a call center, the method comprising:

displaying predetermined information to which a call center agent may need to frequently refer throughout a session with a specific contact person, the predetermined information relating to the session being conducted with the specified contact person, the predetermined information being persistently displayed in a first area located at a reserved location within a portion of a graphical user interface (GUI), the predetermined information including an indication of whether the agent or the contact person initiated the session, wherein if the call center agent initiated the session by calling a telephone number of the contact person, then the indication comprises the telephone number of the contact person called by the call center agent, and wherein if the contact person initiated the session by calling a telephone number of the call center, then the indication comprises the telephone number of the call center called by the contact person; and

displaying a plurality of view sets of information in a second area of the GUI, wherein the agent may cause the plurality of the view sets of information to be displayed during the session in order to process the interaction.

2. The method of claim 1, wherein the predetermined information includes the contact person'"'"'s name.

3. The method of claim 2, wherein the predetermined information includes a notification to the call center agent that additional information relating to the contact person is stored in a database.

4. The method of claim 1, wherein the predetermined information includes an indication of the length of time the session has lasted.

5. The method of claim 1, wherein one view set in the plurality of view sets of information includes a view set selected from the group consisting of:

interaction record, sales order, service order, knowledge search, and interactive script.

6. The method of claim 1, wherein the interaction comprises an e-mail exchange.

7. The method of claim 1, wherein the predetermined information comprises a level of customer service associated with the contact person.

8. The method of claim 1, wherein the predetermined information includes information that identifies the contact person'"'"'s employer.

9. The method of claim 1, wherein the interaction comprises a web-based chat session.

10. A computer-readable data storage medium including a computer program product, the computer program product containing instructions that, when executed, cause a processor to perform operations to display information that an agent may use to process an interaction in a call center, the operations comprising:

display predetermined information to which a call center agent may need to frequently refer during an entire session with a specific contact person, the predetermined information relating to the session being conducted with the specified contact person, the predetermined information being persistently displayed in a first area located at a reserved location within a first portion of a graphical user interface (GUI), the predetermined information including an indication of whether the agent or the contact person initiated the session, wherein if the call center agent initiated the session by calling a telephone number of the contact person, then the indication comprises the telephone number of the contact person called by the call center agent, and wherein if the contact person initiated the session by calling a telephone number of the call center, then the indication comprises the telephone number of the call center called by the contact person; and

display a plurality of view sets of information in a second area of the GUI, wherein the agent may cause the plurality of the view sets of information to be displayed during the session in order to process the interaction.

11. The computer-readable data storage medium including the computer program product of claim 10, wherein the predetermined information includes the contact person'"'"'s name.

12. The computer-readable data storage medium including the computer program product of claim 10, wherein the predetermined information includes an indication of the length of time the session has lasted.

13. The computer-readable data storage medium including the computer program product of claim 10, wherein the predetermined information comprises a level of customer service associated with the contact person.

14. The computer-readable data storage medium including the computer program product of claim 10, wherein the predetermined information includes information that identifies the contact person'"'"'s employer.

15. A computer-readable data storage medium including a computer program product, the computer program product containing instructions that, when executed, cause a processor to perform operations to display information that an agent may use to process an interaction in a call center, the operations comprising:

display context information for a specific contact person during an entire session with the specified contact person, the context information including an indication of whether the agent or the contact person initiated the session, wherein if the call center agent initiated the session by calling a telephone number of the contact person, then the indication comprises the telephone number of the contact person called by the call center agent, and wherein if the contact person initiated the session by calling a telephone number of the call center, then the indication comprises the telephone number of the call center called by the contact person, the context information relating to the session being conducted with the specified contact person, the context information being persistently displayed in a first area located at a reserved location within a portion of a graphical user interface (GUI);

display a first view set of information in a second area in a different portion of the GUI; and

in response to input received from the agent during the session, display a second view set of information in the second area of the GUI, wherein the context information in the first area remains persistently displayed in the first area of the GUI.

16. The computer-readable data storage medium including the computer program product of claim 15, wherein the context information comprises a level of customer service associated with the contact person.