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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
First Claim
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1. An apparatus comprising:

  • an application server, whereinthe application server is configured to be operably coupled to a web server, an application data storage area, and a knowledge base storage area, andthe application server is further configured toaccess 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 comprisesa 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, andan 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.

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