Providing interface support for application workspace persistence

• US 8,225,331 B2
• Filed: 05/09/2008
• Issued: 07/17/2012
• Est. Priority Date: 05/09/2008
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Jaffer, Akbar, Day, Richard Dean
• Primary Examiner(s): Sough, H. S.
• Assistant Examiner(s): WATHEN, BRIAN W
• Application Number:
  US12/118,363
• Publication Number:
  US 20090282421A1
• Time in Patent Office: 1,530 Days
• Field of Search: 705/7.42, 705/304, 705/26.41, 379/265.08, 379/265.09, 379/265.02, 719/317
• US Class Current: 719/317
• CPC Class Codes: G06F 9/451 Execution arrangements for user interfaces
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

The method and system of the present invention include recording a first transition by an agent interface between a first session and a second session of a plurality of sessions in a communication utility. The first transition is recorded in a transition record. Responsive to receipt of a request to initiate a third session by the communication utility, a transition frequency is determined using the transition record. Whether to accept the request to initiate the third session is determined using the transition frequency, and the request to initiate the third session is accepted.

Claims

1. A method, comprising:

recording a first transition by an agent interface, wherein

said first transition is a transition between a first session and a second session of a plurality of sessions in a communication utility, and

said first transition is recorded in a transition record;

responsive to receipt of a request to initiate a third session by said communication utility, determining a transition frequency using said transition record;

determining whether to accept said request to initiate said third session, wherein

said determining whether to accept said request to initiate said third session uses said transition frequency; and

accepting said request to initiate said third session if said determining indicates said request should be accepted.

2. The method of claim 1, further comprising:

responsive to said first transition, recording a status of said agent interface for said first session; and

responsive to a second transition from said second session to said first session, restoring said status of said agent interface.

3. The method of claim 2, further comprising:

responsive to receiving a transmission intended for said first session, updating said status of said agent interface for said first session to reflect said transmission; and

displaying an alert within said agent interface, wherein

said alert is with regard to said transmission.

4. The method of claim 3, further comprising:

displaying a reminder of said first session and said second session; and

responsive to interaction with said reminder, displaying said transmission.

5. The method of claim 2, further comprising:

displaying an alert, wherein

said alert indicates said request to initiate said third session, and

said communication utility is a pseudo-real-time text communication utility;

determining an agent efficiency based on said transition frequency; and

reporting said agent efficiency.

6. The method of claim 5, wherein said reporting said agent efficiency further comprises:

reporting said agent efficiency to a communication server.

7. The method of claim 2, wherein said recording said status of said agent interface for said first session further comprises:

recording a status of a search window.

8. A computer-readable storage medium, comprising:

a first set of instructions, executable by a processor, configured to record a first transition by an agent interface, wherein

said first transition is a transition between a first session and a second session of a plurality of sessions in a communication utility, and

said first transition is recorded in a transition record;

a second set of instructions, executable by said processor, configured to responsive to receipt of a request to initiate a third session by said communication utility, determine a transition frequency using said transition record;

a third set of instructions, executable by said processor, configured to determine whether to accept said request to initiate said third session, wherein

said determining whether to accept said request to initiate said third session uses said transition frequency; and

a fourth set of instructions, executable by said processor, configured to accept said request to initiate said third session if said determining by said third set of instructions indicates said request should be accepted.

9. The computer-readable storage medium of claim 8, further comprising:

a fifth set of instructions, executable by said processor, configured to, responsive to said first transition, record a status of said agent interface for said first session; and

a sixth set of instructions, executable by said processor, configured to, responsive to a second transition from said second session to said first session, restore said status of said agent interface.

10. The computer-readable storage medium of claim 9, further comprising:

a seventh set of instructions, executable by said processor, configured to, responsive to receiving a transmission intended for said first session, update said status of said agent interface for said first session to reflect said transmission; and

an eighth set of instructions, executable by said processor, configured to display an alert within said agent interface, wherein

said alert is with regard to said transmission.

11. The computer-readable storage medium of claim 10, further comprising:

a ninth set of instructions, executable by said processor, configured to display a reminder of said first session and said second session; and

a tenth set of instructions, executable by said processor, configured to, responsive to interaction with said reminder, display said transmission.

12. The computer-readable storage medium of claim 9, further comprising:

an eleventh set of instructions, executable by said processor, configured to determine an agent efficiency based on said transition frequency;

a twelfth set of instructions, executable by said processor, configured to report said agent efficiency, wherein

said communication utility is a pseudo-real-time text communication utility; and

a thirteenth set of instructions, executable by said processor, configured to display an alert, wherein

said alert indicates said request to initiate said third session.

13. The computer-readable storage medium of claim 12, wherein said twelfth set of instructions is configured to report said agent efficiency to a communication server.

14. The computer-readable storage medium of claim 9, wherein said fifth set of instructions is configured to store a state of a search window.

15. A system comprising:

one or more processors; and

a memory coupled to said one or more processors, wherein said memory stores program instructions executable by said one or more processors to;

record a first transition by an agent interface, wherein

said first transition is a transition between a first session and a second session of a plurality of sessions in a communication utility, and

said first transition is recorded in a transition record;

responsive to receipt of a request to initiate a third session by said communication utility, determine a transition frequency using said transition record;

determine whether to accept said request to initiate said third session, wherein

said determining whether to accept said request to initiate said third session uses said transition frequency; and

accept said request to initiate said third session if said determining indicates said request should be accepted.

16. The system of claim 15, wherein the program instructions are further executable to:

responsive to said first transition, record a status of said agent interface for said first session; and

responsive to a second transition from said second session to said first session, restore said status of said agent interface.

17. The system of claim 16, wherein the program instructions are further executable to:

responsive to receiving a transmission intended for said first session, update said status of said agent interface for said first session to reflect said transmission; and

display an alert within said agent interface, wherein

said alert is with regard to said transmission.

18. The system of claim 17, wherein the program instructions are further executable to:

display a reminder of said first session and said second session; and

responsive to interaction with said reminder, display said transmission.

19. The system of claim 16, wherein the program instructions are further executable to:

determine an agent efficiency based on said transition frequency; and

report said agent efficiency, wherein said communication utility is a pseudo-real-time text communication utility.

20. The system of claim 19, wherein the program instructions are further executable to:

report said agent efficiency to a communication server.