Dynamically loadable contact center bookmarks in co-browsing environments

• US 9,177,071 B2
• Filed: 05/19/2011
• Issued: 11/03/2015
• Est. Priority Date: 05/19/2011
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Amrhein, Dustin K., Burckart, Erik J., Ivory, Andrew J., Shook, Aaron K.
• Primary Examiner(s): RIEGLER, PATRICK F
• Application Number:
  US13/111,053
• Publication Number:
  US 20120297318A1
• Time in Patent Office: 1,629 Days
• Field of Search: 715/751
• US Class Current: 1/1
• CPC Class Codes: G06F 16/954 Navigation, e.g. using categorised browsing
• CPC Class Codes: G06F 16/9562 Bookmark management
• CPC Class Codes: G06F 2216/15 Synchronised browsing

Abstract

Methods and systems of co-browsing may provide for establishing a co-browsing session for a local peer device, generating a navigation window associated with the co-browsing session, and loading a set of bookmarks into the navigation window. The bookmarks may also be dynamically updated based on the browsing sequence as well as shared between participants in the co-browsing session.

Claims

1. A computer implemented method comprising:

establishing a co-browsing session between a local peer device and a remote peer device;

generating a first navigation window corresponding to the local peer device and a second navigation window corresponding to the remote peer device, wherein the first navigation window and the second navigation window are associated with the co-browsing session;

automatically selecting a set of bookmarks for the first navigation window based on a context for establishing the co-browsing session between a local co-browsing session user at the local peer device and a remote co-browsing session user at the remote peer device;

determining a predefined data schema;

configuring the set of bookmarks according to the predefined data schema;

automatically adding the set of bookmarks as a set of links initially only into the first navigation window during the co-browsing session to associate the set of links with the first navigation window in response to automatically selecting the set of bookmarks based on the context for establishing the co-browsing session, wherein the information that is accessible using the set of links is created by a content provider hosting the information and remains unmodified at least until the information is accessed during the co-browsing session, and wherein each link of the set of links is selectable by the local co-browsing session user at the local peer device during the co-browsing session to independently designate each link as either sharable to be displayed at the second navigation window corresponding to the remote peer device or private to not be displayed at the second navigation window corresponding to the remote peer device;

detecting one or more image references in metadata associated with the set of bookmarks;

displaying one or more thumbnails corresponding to the one or more image references with set of bookmarks;

detecting a page request associated with the co-browsing session; and

modifying the set of bookmarks based on the page request, wherein modifying the set of bookmarks includes at least one of deleting and adding one or more bookmarks based on a uniform resource locator corresponding to the page request.

2. The method of claim 1, wherein the page request originates at the local peer device.

3. The method of claim 1, further including receiving the page request from a remote peer device associated with the co-browsing session.

4. The method of claim 1, further including:

detecting a command from the local co-browsing session user at the local peer device during the co-browsing session to share the set of links associated with the first navigation window;

prompting the local co-browsing session user at the local peer device during the co-browsing session to independently mark each link of the set of links associated with the first navigation window as at least one of shareable and private; and

sending the set of links that are marked by the the local co-browsing session user at the local peer device as sharable during the co-browsing session to the remote peer device to be concurrently displayed at the first navigation window corresponding to the local peer device and at the second navigation window corresponding to the remote peer device.

18. The method of claim 1, wherein the set of links are automatically added into one or more of a panel and a drop down menu only of the first navigation window corresponding to the local peer device during the co-browsing session.

19. The method of claim 1, wherein links of the set of links that are independently marked as sharable are sent to the remote device and displayed together with other content that is shared among the local peer device and the remote peer device, wherein the links that are sent are displayed in one or more of a panel and a drop down menu of the first navigation window corresponding to the local peer device.

20. The method of claim 1, further including determining the context for establishing the co-browsing session based on one or more of a context of an association of the local peer device with the content provider and a context of a query made from the remote co-browsing session user at the remote peer device to the local co-browser session user at the local peer device.

5. A computer program product comprising:

a non-transitory computer readable storage medium; and

computer usable code stored on the non-transitory computer readable storage medium, where, if executed by a processor, the computer usable code causes a computer to;

establish a co-browsing session between a local peer device and a remote peer device;

generate a first navigation window corresponding to the local peer device and a second navigation window corresponding to the remote peer device, wherein the first navigation window and the second navigation window are to be associated with the co-browsing session;

automatically select a set of bookmarks for the first navigation window based on a context for establishing the co-browsing session between a local co-browsing session user at the local peer device and a remote co-browsing session user at the remote peer device;

determine a predefined data schema;

configure the set of bookmarks according to the predefined data schema;

automatically add the set of bookmarks as a set of links initially only into the first navigation window during the co-browsing session to associate the set of links with the first navigation window in response to automatically selecting the set of bookmarks based on the context for establishing the co-browsing session, wherein information that is to be accessible using the set of links is to be created by a content provider hosting the information and is to remain unmodified at least until the information is accessed during the co-browsing session, and wherein each link of the set of links is to be selectable by the local co-browsing session user at the local peer device during the co-browsing session to independently designate each link as either sharable to be displayed at the second navigation window corresponding to the remote peer device or private to not be displayed at the second navigation window corresponding to the remote peer device;

detect one or more image references in metadata associated with the set of bookmarks;

display one or more thumbnails corresponding to the one or more image references with the set of bookmarks;

detect a page request associated with the co-browsing session; and

modify the set of bookmarks based on the page request, wherein modifying the set of bookmarks is to include at least one of deleting and adding one or more bookmarks based on a uniform resource locator corresponding to the page request.

6. The computer program product of claim 5, wherein the page request is to originate at the local peer device.

7. The computer program product of claim 5, wherein the computer usable code causes a computer to receive the page request from a remote peer device associated with the co-browsing session.

8. The computer program product of claim 5, wherein the computer usable code causes a compute to:

detect a command from the local co-browsing session user at the local peer device during the co-browsing session to share the set of links associated with the first navigation window;

prompt the local co-browsing session user at the local peer device during the co-browsing session to independently mark each link of the set of links associated with the first navigation window as at least one of shareable and private; and

send the set of links that are marked by the the local co-browsing session user at the local peer device as sharable during the co-browsing session to the remote peer device to be concurrently displayed at the first navigation window corresponding to the local peer device and at the second navigation window corresponding to the remote peer device.

9. A computer program product comprising:

a non-transitory computer readable storage medium; and

computer usable code stored on the non-transitory computer readable storage medium, where, if executed by a processor, the computer usable code causes a computer to;

establish a co-browsing session between a local peer device and a remote peer device;

generate a first navigation window corresponding to the local peer device and a second navigation window corresponding to the remote peer device, wherein the first navigation window and the second navigation window are to be associated with the co-browsing session;

automatically select a set of bookmarks for the first navigation window based on a context for establishing the co-browsing session between a local co-browsing session user at the local peer device and a remote co-browsing session user at the remote peer device; and

automatically add a set of bookmarks as a set of links initially only into the first navigation window during the co-browsing session to associate the set of links with the first navigation window in response to automatically selecting the set of bookmarks based on the context for establishing the co-browsing session, wherein information that is to be accessible using the set of links is to be created by a content provider hosting the information and is to remain unmodified at least until the information is accessed during the co-browsing session, and wherein each link of the set of links is to be selectable by the local co-browsing session user at the local peer device during the co-browsing session to independently designate each link as either sharable to be displayed at the second navigation window corresponding to the remote peer device or private to not be displayed at the second navigation window corresponding to the remote peer device.

10. The computer program product of claim 9, wherein the computer usable code causes a computer to:

determine a predefined data schema; and

configure the set of bookmarks according to the predefined data schema.

11. The computer program product of claim 9, wherein the computer usable code causes a computer to:

detect a page request associated with the co-browsing session; and

modify the set of bookmarks based on the page request.

12. The computer program product of claim 11, wherein the computer usable code causes a computer to delete one or more bookmarks in the set of bookmarks based on a uniform resource locator corresponding to the page request.

13. The computer program product of claim 11, wherein the computer usable code causes a computer to add one or more bookmarks to the set of bookmarks based on a uniform resource locator corresponding to the page request.

14. The computer program product of claim 11, wherein the page request is to originate at the local peer device.

15. The computer program product of claim 11, wherein the computer usable code causes a computer to receive the page request from a remote peer device associated with the co-browsing session.

16. The computer program product of claim 9, wherein the computer usable code causes a computer to:

detect a command from the local co-browsing session user at the local peer device during the co-browsing session to share the set of links associated with the first navigation window;

prompt the local co-browsing session user at the local peer device during the co-browsing session to independently mark each link of the set of links associated with the first navigation window as at least one of shareable and private; and

send the set of links that are marked by the local co-browsing session user at the local peer device as sharable during the co-browsing session to the remote peer device to be concurrently displayed at the first navigation window corresponding to the local peer device and at the second navigation window corresponding to the remote peer device.

17. The computer program product of claim 9, wherein the computer usable code causes a computer to:

detect one or more image references in metadata associated with the set of bookmarks; and

display one or more thumbnails corresponding to the one or more image references with the set of bookmarks.