Networked contact center user interface approach
Assignee8x8, Inc.
InventorsMansour Salame, Richard Southwick, William James Fernandez, Robert Townsend
Life of this patent
Estimating the term…
Abstract
This document is directed to, among other things, communication systems involving networked contact center interfaces. One example method involves presenting a frame on a user interface to present information in a selectable format. Another example method involves using a circuit device to detect selection of a frame as displayed and causing display of further graphical information in an un-selectable format.
Claims19
A method performed using a computer, the method comprising:
- for communications involving a customer in a networked contact center and an agent of a tenant, wherein the customer is a customer of the tenant and the customer is associated with a tenant-directed communication directed to the tenant, assessing information from the networked contact center, wherein the information is associated with the tenant-directed communication and defined by the customer through a toggle switch or frame that is defined according to or relative to a selectable viewable area, and the toggle switch or frame is selectable via user-input and configured to display graphical information for identifying a function of the tenant-directed communication, wherein one or more servers operating with or within the networked contact center, facilitates a plurality of communications with the networked contact center;
- and
- based on the toggle switch or frame being selected via the user-input, prompting or causing transmission of agent-communication status information to the network contact center, and displaying an indication of the agent-communication status information in a selectable area within the toggle switch or frame.
A method for use with a networked contact center including communications circuits configured to facilitate incoming data communications from customers to one or more of a plurality of tenants of the networked contact center, the method comprising:
- displaying a toggle switch or frame that is defined by or relative to a selectable area within a viewable frame for a user of a display and that is selectable via user-input associated with a display of graphical information, wherein the toggle switch or frame is to identify and/or control a function associated with at least one of the incoming data communications;
- determining one of the plurality of tenants to which an incoming one of the data communications is directed and a platform within the networked contact center associated with the tenant, based on an identifier associated with said incoming one of the data communications;
- in response to the selectable area being selected,
- displaying status-related information in the selectable area within the viewable frame pertaining to said incoming one of the data communications;
- and
- retrieving data from or regarding the tenant via the platform to provide to one of the customers, and facilitating control pertaining to the function and/or displaying further status-related information pertaining to the function.
Dependencies are inferred from the claim text.