Communication dashboard with dynamically configured interface

• US 9,692,896 B2
• Filed: 01/31/2014
• Issued: 06/27/2017
• 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, Wang, Ming
• Primary Examiner(s): Gonzales, Vincent
• Application Number:
  US14/170,035
• Publication Number:
  US 20140211934A1
• Time in Patent Office: 1,243 Days
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

The method and system of the present invention include, responsive to a receipt of a customer input, customizing an agent interface menu. The customizing includes selecting a plurality of action items for the agent interface menu, and ordering the plurality or more action items in the agent interface menu. The customizing is performed using the customer input and an item of stored customer information. The method further includes presenting an item of the customer input in an agent interface. The agent interface includes the agent interface menu, a communication window, and a customer attributes display. Responsive to a selection of one of the plurality of action items, wherein the plurality of action items is presented by the agent interface menu, an input field in a form provided in support of an action selected from the agent interface menu is populated with the customer input received from the customer interface.

Claims

1. An apparatus comprising:

an application server, wherein

the application server is configured to be operably coupled to a web server, an application data storage area, and a knowledge base storage area, and

the application server is further configured to

access at least a portion of application data stored in the application data storage area, in response to receipt of an access request, wherein the access request is related to a problem of a customer;

a web browser client configured to run on a client computer and to receive data from the web server; and

an agent interface configured for presentation by the web server client on a display associated with the client computer,

wherein the agent interface comprises

a base view for presenting application data,

a persistent dashboard for presenting context information related to the application data presented in the base view,

a pseudo-real-time communication window for pseudo-real-time communication with a customer, and

an agent interface menu comprising a plurality of action items,

wherein the plurality of action items are selected and ordered based on rejection of a search result by the customer,

wherein the application server is further configured to,

responsive to receipt of a result of a search of the knowledge base storage area,

the search having been performed in response to a request for a search by the customer and based on customer input, update said agent interface.

2. The apparatus of claim 1, wherein rejection of the search result by the customer is determined based on customer selection of a second search result after selection of the search result.

3. The apparatus of claim 1, wherein

in response to receipt of the result, the agent interface is configured to update the agent interface menu based, at least in part, on the result.

4. The apparatus of claim 1, wherein

the application server is further configured to perform the search using, at least in part, an item of stored customer information.

5. The apparatus of claim 1, further comprising:

a communication server configured to

receive the customer input from a customer interface running on a second client computer, and

convey the customer input to the web server.

6. The apparatus of claim 5, wherein

the agent interface is further configured to receive the customer input from the web server, and

the access request is sent in response to receipt of the customer input.

7. The apparatus of claim 5, wherein

the customer input comprises communication input from a communication session between the customer and a customer service agent;

and

the agent interface is configured to

receive the communication input from the web server via the web browser client, and

display the communication input in a communication window within the agent interface.

8. The apparatus of claim 1, further comprising a functional control module operably coupled to the agent interface and the web server, wherein

the functional control module is configured to pass a request by the agent interface to access data to the application server via the web server.

9. The apparatus of claim 8, wherein the functional control module is further configured to:

receive a result from the access of at least a portion of the application data; and

update application data displayed by the agent interface.

10. The apparatus of claim 1, further comprising a functional control module operably coupled to the agent interface and the web server, wherein

the functional control module is configured to

receive context information associated with the customer input,

update the agent interface with the context information, and

initiate a communication event notification function within the agent interface.

11. The apparatus of claim 10, wherein

the functional control module is configured to update the agent interface with context information by updating the persistent dashboard within the agent interface.

12. The apparatus of claim 10, wherein

the context information comprises a name of the customer, an account number of the customer, or the local time for the customer.

13. The apparatus of claim 10, wherein

the functional control module is configured to initiate the communication event notification function by updating a communication toolbar within the agent interface, and

updating the communication toolbar causes display of a visual indicator indicating an incoming communication.

14. The apparatus of claim 1, wherein

the agent interface is further configured to display an action form in response to selection by the agent of one of the action items,

the action form is related specifically to the selected action item, and

the action form is related to a solution to the problem of the customer.

15. The apparatus of claim 14, wherein

the action form comprises a plurality of input fields, and

the agent interface is further configured to pre-populate, using, at least in part, the result, at least one input field of the plurality of input fields.

16. The apparatus of claim 1, wherein

the result comprises one or more references;

and

the application server is further configured to

update the agent interface in response to receipt of a customer selection of a reference from the one or more references of the result.

17. The apparatus of claim 1, wherein

the application server is further configured to

re-order the plurality of action items in response to receipt of the result of the search.

18. The apparatus of claim 1, wherein

the application server is further configured to

select one or more action items for inclusion in the plurality of agent action items in response to receipt of the result of the search.

19. An apparatus comprising:

an application server, wherein

the application server is configured to be operably coupled to a web server, an application data storage area, and a knowledge base storage area, and

the application server is further configured to

access at least a portion of application data stored in the application data storage area, in response to receipt of an access request, wherein the access request is related to a problem of a customer; and

an agent interface configured for presentation on a display associated with the client computer,

wherein the agent interface comprises

a base view for presenting application data,

a persistent dashboard for presenting context information related to the application data presented in the base view,

a pseudo-real-time communication window for pseudo-real-time communication with a customer, and

an agent interface menu comprising a plurality of action items,

wherein the plurality of action items are selected and ordered based on rejection of a search result by the customer,

wherein the application server is further configured to,

responsive to receipt of a result of a search of the knowledge base storage area,

the search having been performed in response to a request for a search by the customer and based on customer input, update said agent interface.

20. The apparatus of claim 19, wherein rejection of the search result by the customer is determined based on customer selection of a second search result after selection of the search result.