Oracle International Corporation

Christopher Patterson

Arin Bhowmick

Min Wu

Rami Musa

Melinda Uhland

Scott Sloan

Joseph H Goldberg

Victor Chung-Wai Chan

Manish Sharma

A system and method for facilitating user interaction with a software application. An example method includes displaying a first primary window of an application; providing a user option to select a sub-window of the first primary window, resulting in generation of a detached window corresponding to the sub-window in response thereto; leaving a first user interface control in the first primary window in place of the sub-window, wherein the first user interface control provides a first user option to implement a first action pertaining to the detached window; and including a second user interface control in proximity to the detached window, wherein the second user interface control provides a first user option to implement a second action applicable to the detached window and primary window. The user interface controls may be implemented via headers in the primary window and detached window. Data is automatically synchronized between windows.

Managing display of detachable windows in a GUI computing environment

A system and method for facilitating user access to data and software functionality. An example method includes identifying open windows of plural software applications; accessing rules pertaining to one or more behaviors of one or more of the open windows; and using the rules to adjust the one or more behaviors in accordance with a context of each of the open windows. In a more specific embodiment, the one or more behaviors are adjusted via window groupings in accordance with window context, which includes one or more keywords associated with open windows. The example method further includes displaying a search window with a user option to enter a query using keywords. Search results may identify documents that are associated with window groups associated with keywords of the query.

Window grouping and management across applications and devices

A method of prioritizing and routing electronic requests, may include accessing, at an incident management system, an incident record. The method may also include assigning, by the incident management system, a priority to the incident record. The method may additionally include causing a thread to be generated in an internal social networking application, wherein the thread is based on the incident record. The method may further include linking the incident record in the incident management system to the thread in the internal social networking application. The method may also include generating an interface for an agent portal to display an indication of the thread within a plurality of thread indications according to the priority.

Prioritizing threads for agent routing

Embodiments of the invention provide systems and methods for facilitating collaboration in a contact center by providing a roster of recommended subject matter experts on a topic related to an ongoing customer contact session. For example, embodiments can use a modification of the skills matching algorithm of the CRM system used to initially select an agent to also evaluate the needs of the service incident, and match those needs with people who would be able to contribute to a conversation and help the agent. The system can then recommend these possible contributors in a ranked order based on how well each collaborator's skills match the requirements of the incident. When the agent requires assistance and creates a conversation, the system can recommend to the agent a list of users that can help, based on the strength of the match to the skill that would equate to the incident.

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Los Altos Hills, CA, United States of America

Christopher Patterson