Automatic management of the visual space while performing a task

• US 8,171,420 B2
• Filed: 07/31/2003
• Issued: 05/01/2012
• Est. Priority Date: 08/16/2002
• Status: Active Grant

• Current Assignee: Intervoice Incorporated
• Original Assignee: Intervoice Incorporated
• Inventors: Hymes, Charles, Broughton, Justin, McPartlan, Kevin, Pisupati, Chandra
• Primary Examiner(s): Augustine, Nicholas
• Application Number:
  US10/633,250
• Publication Number:
  US 20040032431A1
• Time in Patent Office: 3,197 Days
• Field of Search: 715764-765, 715/744, 715/779, 715/810, 709/203, 709/212, 709/219
• US Class Current: 715/779
• CPC Class Codes: G06F 9/451 Execution arrangements for user interfaces

Abstract

A graphical user interface and method for displaying on an agent'"'"'s desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent'"'"'s access to the managed applications.

Claims

1. A graphical user interface displayed on an agent desktop in a contact center, comprising:

a quick start bar, wherein the quick start bar includes one or more icons for identifying non-managed applications;

a contact center control panel presenting current contact information, wherein the information indicates a type of call placed by the current contact to the contact center;

a managed display having a task bar, wherein the task bar includes one or more icons for identifying managed applications;

managed application display area, wherein a predetermined set of rules determines the size, placement and visibility of a managed application in the managed application display area; and

an automated workflow defining a plurality of steps for controlling an agent'"'"'s handling of the current contact and having at least one step corresponding to each one of the one or more icons,

wherein one of the one or more icons is selected according to the corresponding step of the automated workflow and the type of call indicated by the contact center control panel, and the managed application identified by the selected icon is displayed in the managed application display area, further wherein the managed application identified by the selected icon is selectively displayed in a separate window.

2. The graphical user interface as claimed in claim 1 wherein the agent desktop has a display and an input device.

3. The graphical user interface as claimed in claim 2 wherein the input device is used to selectively input data into any one of the least one managed applications.

4. The graphical user interface as claimed in claim 3 wherein when the agent selects any of the one or more icons, the managed application identified by the selected icon is displayed in the managed application display area.

5. The graphical user interface as claimed in claim 3, wherein the type of call is selected from the group consisting of:

voice, e-mail, web collaboration, and chat.