Sap Ag

Vivek Bhanuprakash

Janaki P Kumar

Deborah Elizabeth Rodgers

Vyacheslav Gomov

Susanne Zeller

Vidya Chadaga

Lewis W B Charnock

Johnnie Wilkenschildt

Joaquin Garcia Fink

An improved user interface improves call center agent responsiveness by persistently (i.e., without interruption) displaying key information at fixed locations in an integrated user interface. The integrated user interface may be partitioned into physical areas on the agent's display screen. While some areas of the agent's display screen may rapidly change, at least one area in a reserved location may persistently display a collection of interaction-specific information that the call center agent can view at all times during a call/chat/email session. The user interface persistently displays each piece of key information at a reserved and unchanging physical location on the agent's screen.

User interface persistent context area

Various implementations for a common message area for a customer interaction center user interface are provided. One implementation provides presenting, on an interaction center agent display device, a single user interface panel having, firstly, a work area that displays information pertaining to a particular customer with whom an interaction center agent is interacting, and secondly, a common message area for displaying electronic messages to be viewed by one or more interaction center agents.

Common message area for a customer interaction center user interface

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Sunnyvale, CA, United States of America

Vivek Bhanuprakash