WO2003025899A1

WO2003025899A1 - Patch navigation utilizing smart patches as tabs with real-time status icons in a universal agent desktop application

Info

Publication number: WO2003025899A1
Application number: PCT/US2002/029311
Authority: WO
Inventors: Donald Steul; Stephane La Mogne
Original assignee: Genesys Telecommunications Laboratories, Inc.
Priority date: 2001-09-14
Filing date: 2002-09-13
Publication date: 2003-03-27

Abstract

An interactive information display for a communication terminal has a patch navigation region (301), and within the patch navigation region, one or more interactive iconic patches (302-304), each patch associated with an active communication event at the communication terminal. The display is characterized in that a patch is enabled in the patch region for each communication event that goes active at the terminal, and disabled as each communication event is completed. In some cases the patches include secondary icons (311-313-321-323-331-333) indicating characteristics of the communication events associated with the patches.

Description

Patch Navigation Utilizing Smart Patches as Tabs With Real-Time Status Icons in a Universal Agent Desktop Application

By Inventors Donald Steul and Staphane La Mogne

Field of the Invention

The present invention is in the area of interactive user interfaces on displays of computerized workstations, and pertains more particularly to special features enhancing management of communication events and disparate applications.

Background of the Invention

One of the biggest problems today in visually presenting data about multiple topics on an information communication device, such as, for example, a computerized workstation with a video display unit, the computer connected to a data communication network, is in making available in real time a very large amount of information that a user needs, particularly as that information may be constantly changing, requiring nearly continuous updating. This problem is particularly acute in presenting data used by agents in customer relations centers, which is a primary focus of embodiments of the present invention, but it also occurs in many other types of data presentation as well.

In the current art of information presentation, at any given time, only a fraction of or a certain defined aspect of the entire amount of a large store of information can be viewed. For example, in a word processing document, only a page or a part of a page can be viewed at one time with any degree of legibility. In spread sheets, usually only one sheet or a portion of one sheet can be viewed at one time; and likewise, in large relational databases, only certain portions can be usefully reviewed at any given time. In the context of agents dealing directly with customers and clients, involving customer-relations management, the real-time aspect of information availability is very important, because an agent must very often deal with multiple communicants (customers, clients) more or less simultaneously, and the agent therefore needs to have all the information about all communications immediately available.

However, partly because often multiple modes of real time communication are involved, such as chat, chat relay, message relay, instant messaging, email, etc., in addition to conventional and IPNT phone calls, simultaneous or near simultaneous and ongoing changes to multiple datum must be made available to the agent in real time, or near real time.

Up until the present invention a common approach in making large quantities of information available in a user interface of a data communication device is by dividing up the information, usually by some type of topical sorting system, and presenting the topics on multiple tabs. Figure 1 shows an example of a scheme of tabular sorting and presentation of information in the prior art, taken from the application Microsoft Outlook™. In this example of an interactive interface, a window 100 comprises a tab region 101, which, in this example, has nine tabs in two rows. When a user selects a tab, such as the Preferences tab as shown in this example, the selection opens an activity region 102 that can (and does in this example) contain multiple fields. By selection and manipulation of these fields a user can view information, take actions, and make changes, using function and command tools such as button 106 and input field 105.

Figure 2 illustrates another example of tabular sorting and presentation of information, in this case, from the Palm™ Desktop™ application. Window 200 has a tab region 201 which is, in this example, displayed vertically to the left of activity region 202. Region 202 contains multiple fields that either show information, such as date information areas 208, 207, and 206; or allow data input, such as in the area 205, where the user can input contact address information. If changes were to occur to data associated with this display while a user is not viewing the display activated by the associated tab, such as, for example, in Figure 2, changes to the "To Do" schedule (not current in Fig. 2) while the user is viewing information in the Date tab (current in Fig. 2), those changes would not be visible to the user without the user selecting that tab or patch, which normally the user would not have any reason or indication to do.

What is therefore clearly needed is a system and a method that alerts the user to changes in the information in fields in non- visible, unselected tabs or patches, and in real time.

Summary of the Invention

In a preferred embodiment of the present invention an interactive information display for a communication terminal is provided, comprising a patch navigation region, and within the patch navigation region, one or more interactive iconic patches, each patch associated with an active communication event at the communication terminal. The display is characterized in that a patch is enabled in the patch region for each communication event that goes active at the terminal, and disabled as each communication event is competed. In preferred embodiments individual ones of the patches comprise secondary icons indicating one or more of communication medium, time sensitivity, or communicant in the communication event, and indications of medium may comprise one^" or more of e-mail, telephone, or chat session.

In some embodiments, in individual patches, secondary icons are controlled and altered in near real time to indicate characteristics of the communication events with which they are associated, and characteristics may include arrival of communicant input in a chat session or time elapsed from establishment of a communication event.

In some cases selecting a patch invokes a window comprising one or both of a display of additional information about the communication event with which the patch is associated and manipulative tools affording control of the communication event. In some preferred embodiments the communication terminal is a workstation in a multimedia call center. In another aspect of the invention an agent desktop application for an agent in a multimedia call center is provided, comprising a facility for tracking communication events arriving and terminating, and characteristics of said events, and an interactive information display for a communication terminal having a patch navigation region, and within the patch navigation region, one or more interactive iconic patches, each patch associated with an active communication event at the communication terminal, the display characterized in that a patch is enabled in the patch region for each communication event that goes active at the terminal, and disabled as each communication event is competed.

In some embodiments of the application individual ones of the patches comprise secondary icons indicating one or more of communication medium, time sensitivity, or communicant in the communication event. Indications of medium may include one or more of e-mail, telephone, or chat session. In individual patches, secondary icons may be controlled and altered in near real time to indicate characteristics of the communication events with which they are associated. Characteristics may include arrival of communicant input in a chat session or time elapsed from establishment of a communication event.

In some embodiments selecting a patch invokes a window comprising one or both of a display of additional information about the communication event with which the patch is associated and manipulative tools affording control of the communication event. Further, the communication terminal may be a workstation in a multimedia call center.

In still another aspect of the invention a method for managing communication events at a communication terminal is provided, comprising the steps of (a) implementing iconic patches in an interactive display, each patch associated with an active communication event at the communication terminal, and having sub-icons indicating one or more of communication medium, time sensitivity, or communicant in the communication event; and (b) providing the patches in a patch region in the display as the associated events become active, and removing the patches as the commumcation events complete.

In preferred embodiments, in step (a) indications of medium may comprise one or more of e-mail, telephone, or chat session. Further, in individual patches, secondary icons are controlled and altered in near real time to indicate characteristics of the communication events with which they are associated.

Characteristics may include arrival of communicant input in a chat session or time elapsed from establishment of a communication event.

In some embodiments selecting a patch invokes a window comprising one or both of a display of additional information about the communication event with which the patch is associated and manipulative tools affording control of the communication event. In some embodiments the communication terminal is a workstation in a multimedia call center.

In embodiments of the invention described in further enabling detail below, for the first time an interactive display is provided in the art that provides interactive patches representing multimedia events in a commumcation center.

Short Description of the Drawing Figures

Fig. 1 is an example of tab-activated information selection and management in the prior art. Fig. 2 is another example of tab-activated information selection and management in the prior art.

Fig. 3 is an illustration of an interactive display window in an embodiment of the present invention.

Fig. 4 illustrates an interactive display window in an actual implementation (embodiment) of the invention, meant for management of information by communication agents.

Fig. 5 illustrates batch navigation features in an embodiment of the present invention.

Description of the Preferred Embodiments

Figure 3 is a generalized overview of a window 300, illustrating an embodiment of the present invention. In this example an interface for tracking customer communications on a computer screen of a workstation manned by a customer relations agent is illustrated. An active region, termed by the inventors a patch navigation region 301, contains in this example, three patches, each of which contains in this example two icons: one for connection method (communication medium used) and one for time considerations; plus as a third item, the name of the caller or communicant.

For example, in patch 302, name 113 of the first caller or communicant is John Doe. He is connected by telephone, as shown by icon 311 as a simple telephone icon, and it's a time sensitive connection, as indicated by icon 312 in the form of a clock face. In a second patch 303 the name 323 of a second communicant is Dan. He has sent an e-mail, represented by icon 321 indicating a letter. Icon 322 as a clock is overlaid by the international "not" symbol of a diagonal red stripe in a circle, indicating that the call is not time-sensitive.

Additional windows 305, 306, and 307 offer interaction and other relevant information for the customer service representative about individual ones of the communication events associated with a patch in the patch region, and each of these windows for expanded information is invoked, in this example, by a clicking action on the appropriate patch with a mouse or other pointer device by the agent. Windows may also be closed again by an appropriate action, such as a close button or a double-click, for example.

The third patch 304 indicates, by an icon 331 , a chat session with Anthony (name 333). Icon 332 indicates that this communication event is time sensitive, as for patch 302. In a further enhancement, for any arriving dialog event from Anthony in the chat session, icon 331 changes color from red to green, indicating an incoming chat message has arrived. Alternatively the icon might flash or blink, for example, as an alert to the agent.

In some embodiments further information about an enabled communication event may be provided in a patch. The clockface symbol, described above for time sensitivity, for example, may be updated to indicate time from establishing of a live call, or time since an e-mail was received, and so forth.

Figure 4 is an actual interactive window 400 of an agent desktop active interface in an embodiment of the invention, which is quite similar to the more generalized example illustrated by Fig. 3. Again, there is an active patch region 401 in window 400 and work areas 405 through 407, with various highlights, and so forth.

There are a number of ways that patch may be implemented. In one embodiment patches may automatically appear as active communication events are established or enabled, and disappear as such events are terminated or disabled. In another, there may be a pool of generic patch types, and an agent may enable numbers of one or more types to appear in the patch region. Then, as events are enabled and disabled, new events take the next available proper patch type. Patches remain in the patch region, but identification and update only take place for those that are active and associated with an event. In some embodiments it may be necessary for an agent to perform some finalization tasks to retire a patch, such indicating whether or not to save, how, and with what priority. There can also be an active button on a patch

Figure 5 illustrates a batch navigator, where multiple different activities, such as incoming calls, active calls, disconnected calls, and so on, are shown in three different batches. It will be apparent to the skilled artisan, given the teaching herein, that there may be more than three batches, and events may be associated in batches in different ways.

By interfacing to icons in the batches by mouse-over, in this example, information such as, for example, an extension can be popped up, as shown in insert 521. In this example the agent has done an extended mouse-over of an e- mail icon, shown at the left in widow 521, with the name of Bob Farley, the e-mail letter icon, and a not-time-sensitive icon, as previously shown and described for patches. Window 521 also provides additional information, such as Subject: "Epson Scanner", message: "How can I exchange my scanner?", and a time display.

In this case all of the information can be made available without requiring the user to click on an area or to change patches. Once a patch is clicked on, the appropriate window opens to its work areas, in the manner previously described with reference to Fig. 3. Additional information and disclosure is provided for embodiments of the present invention in a presentation entitled "Shangri-La" appended to this specification as Appendix I. It will be apparent to the skilled artisan that embodiments described and illustrated in the overall disclosure presented can be altered in many ways without departing from the spirit and scope of the invention. The structure of the patches can vary considerably, for example, and the look and feel of the batch navigation technique can vary. The claims should therefore be afforded the broadest interpretation within the scope of the disclosure.

Claims

What is claimed is:

1. An interactive information display for a communication terminal, comprising: a patch navigation region; and within the patch navigation region, one or more interactive iconic patches, each patch associated with an active communication event at the communication terminal; characterized in that a patch is enabled in the patch region for each communication event that goes active at the terminal, and disabled as each communication event is competed.

2. The interactive display of claim 1 wherein patches appear automatically for each new communication event established, and disappear as each event is terminated.

3. The interactive display of claim 1 wherein individual ones of the patches comprise secondary icons indicating one or more of communication medium, time sensitivity, or communicant in the communication event.

4. The interactive display of claim 3 wherein indications of medium comprise one or more of e-mail, telephone, or chat session.

5. The interactive display of claim 3 wherein, in individual patches, secondary icons are controlled and altered in near real time to indicate characteristics of the communication events with which they are associated.

6. The interactive display of claim 5 wherein characteristics include arrival of communicant input in a chat session or time elapsed from establishment of a communication event.

7. The interactive display of claim 1 wherein selecting a patch invokes a window comprising one or both of a display of additional information about the communication event with which the patch is associated and manipulative tools affording control of the communication event.

8. The interactive display of claim 1 wherein the communication terminal is a workstation in a multimedia call center.

9. An agent desktop application for an agent in a multimedia call center, comprising: a facility for tracking communication events arriving and terminating, and characteristics of said events; and an interactive information display for a communication terminal having a patch navigation region, and within the patch navigation region, one or more interactive iconic patches, each patch associated with an active communication event at the communication terminal, the display characterized in that a patch is enabled in the patch region for each communication event that goes active at the terminal, and disabled as each communication event is competed.

10. The application of claim 9 wherein patches appear automatically for each new communication event established, and disappear as each event is terminated.

11. The application of claim 9 wherein individual ones of the patches comprise secondary icons indicating one or more of communication medium, time sensitivity, or communicant in the communication event.

12. The application of claim 11 wherein indications of medium comprise one or more of e-mail, telephone, or chat session. - lX -

13. The application of claim 11 wherein, in individual patches, secondary icons are controlled and altered in near real time to indicate characteristics of the communication events with which they are associated.

14. The application of claim 13 wherein characteristics include arrival of communicant input in a chat session or time elapsed from establishment of a communication event.

15. The application of claim 9 wherein selecting a patch invokes a window comprising one or both of a display of additional information about the communication event with which the patch is associated and manipulative tools affording control of the communication event.

16. The application of claim 9 wherein the communication terminal is a workstation in a multimedia call center.

17. A method for managing communication events at a communication terminal, comprising the steps of:

(a) implementing iconic patches in an interactive display, each patch having sub-icons indicating one or more of communication medium, time sensitivity, or communicant in the communication event; and

(b) enabling the patches in a patch region in the display as the associated events become active, and removing the patches as the communication events complete.

18. The method of claim 17 wherein, in step (b), the patches appear automatically as new events are established, and disappear as events are terminated.

19. The method of claim 17 wherein, in step (a) indications of medium comprise one or more of e-mail, telephone, or chat session?

20. The method of claim 18 wherein, in individual patches, secondary icons are controlled and altered in near real time to indicate characteristics of the communication events with which they are associated.

21. The method of claim 19 wherein characteristics include arrival of communicant input in a chat session or time elapsed from establishment of a communication event.

22. The method of claim 17 wherein selecting a patch invokes a window comprising one or both of a display of additional information about the communication event with which the patch is associated and manipulative tools affording control of the communication event.

23. The method of claim 17 wherein the communication terminal is a workstation in a multimedia call center.