Computer desktop flexible layouts

Patent metadata

Field	Value
Publication number	US-10133461-B1
Application number	US-201514825996-A
Country	US
Kind code	B1
Filing date	Aug 13, 2015
Priority date	Aug 26, 2014
Publication date	Nov 20, 2018
Grant date	Nov 20, 2018

Abstract

A method for enhancing interaction between a customer and a customer service representative of a company is provided. A graphical user interface (GUI) of a windows control tool is displayed. A type of an interaction between the customer and the customer service representative at a computer operated by the company is determined. One or more applications associated with the type of interaction are launched based on a predetermined display layout associated with the type of interaction. One or more application windows corresponding to the launched applications are arranged on a screen based on the predetermined display layout associated with the type of interaction. The windows control tool is configured to control the one or more application windows based on customer service representative's input. The GUI of the windows control tool displays a plurality of window objects corresponding to the one or more launched applications.

First claim

What is claimed is:

1. A computer-implemented method for enhancing telephonic interaction between a customer and a customer service representative of a company, the method comprising the steps of:
displaying a graphical user interface (GUI) of a windows control tool;
determining, by a processor, a telephonic conversation topic between the customer and the customer service representative at a computer operated by the company;
launching one or more applications associated with the determined telephonic conversation topic based on a predetermined display layout associated with the determined telephonic conversation topic chosen from a plurality of layout templates; and
arranging one or more application windows corresponding to the launched applications on a screen based on the predetermined display layout associated with the determined telephonic conversation topic, wherein the windows control tool is configured to control the one or more application windows based on customer service representative's input and wherein the GUI of the windows control tool displays a plurality of window objects corresponding to the one or more launched applications.

2. The computer-implemented method of claim 1 , wherein the GUI of the windows control tool comprises a control tool header section, a first window group section and a second window group section and wherein the first window group section comprises one or more window objects representing the one or more launched applications and the second window group section comprises one or more window objects representing opened applications not associated with a particular customer.

3. The computer-implemented method of claim 1 , wherein the customer service representative interacts simultaneously with a plurality of customers, wherein the launching and arranging steps comprise launching and arranging one or more applications for each of the plurality of customers based on the predetermined layout associated with each determined conversation topic.

4. The computer-implemented method of claim 3 , wherein the first window group section comprises a first subsection comprising a first group of window objects representing one or more launched applications associated with a first interaction with a first customer and a second subsection comprising a second group of window objects representing one or more launched applications associated with a second interaction with a second customer.

5. The computer-implemented method of claim 2 , wherein each of the control tool header section, first window group section and second window group section displays one or more group control icons.

6. The computer-implemented method of claim 5 , wherein the one or more group control icons includes at least one of a minimize icon, a restore icon and a close icon wherein the one or more group control icons control a corresponding group of launched applications and wherein the one or more group control icons control a corresponding group of launched applications.

7. The computer-implemented method of claim 1 , wherein the determined conversation topic is determined automatically based on information related to customer's recent activity at a website operated by the company.

8. The computer-implemented method of claim 2 , wherein each of the windows representing the one or more launched applications includes a check-box control.

9. The computer-implemented method of claim 8 , further comprising the step of activating a multi-view mode by the GUI of the windows control tool in response to customer service representative selecting one or more of said check-box controls within one or more window objects representing the one or more launched applications.

10. The computer-implemented method of claim 9 , wherein activating a multi-view mode comprises maximizing all launched application windows corresponding to the selected window objects and minimizing all launched application windows corresponding to window objects displayed within the first window group section and the second window group section but not selected by the customer service representative.

11. A computer program product enhancing telephonic interaction between a customer and a customer service representative of a company, the computer program product comprising:
one or more computer-readable storage devices and a plurality of program instructions stored on at least one of the one or more computer-readable storage devices, the plurality of program instructions comprising:
program instructions to display a graphical user interface (GUI) of a windows control tool;
program instructions to determine a telephonic conversation topic between the customer and the customer service representative at a computer operated by the company;
program instructions to launch one or more applications associated with the determined telephonic conversation topic based on a predetermined display layout associated with the type of interaction chosen from a plurality of layout templates; and
program instructions to arrange one or more application windows corresponding to the launched applications on a screen based on the predetermined display layout associated with the determined telephonic conversation topic, wherein the windows control tool is configured to control the one or more application windows based on customer service representative's input and wherein the GUI of the windows control tool displays a plurality of window objects corresponding to the one or more launched applications.

12. The computer program product of claim 11 , wherein the program instructions to display the GUI comprise program instructions to display a control tool header section, a first window group section and a second window group section and wherein the first window group section comprises one or more window objects representing the one or more launched applications and the second window group section comprises one or more window objects representing opened applications not associated with a particular customer.

13. The computer program product of claim 11 , wherein the customer service representative interacts simultaneously with a plurality of customers, wherein the program instructions to launch and the program instructions to arrange comprise program instructions to launch and arrange one or more applications for each of the plurality of customers based on the predetermined layout associated with each determined conversation topic.

14. The computer program product of claim 13 , wherein the first window group section comprises a first subsection comprising a first group of window objects representing one or more launched applications associated with a first interaction with a first customer and a second subsection comprising a second group of window objects representing one or more launched applications associated with a second interaction with a second customer.

15. The computer program product of claim 13 , wherein the program instructions to display each of the control tool header section, first window group section and second window group section comprise program instructions to display one or more group control icons.

16. The computer program product of claim 15 , wherein the program instructions to display one or more group control icons comprise program instructions to display at least one of a minimize icon, a restore icon and a close icon and wherein the one or more group control icons control a corresponding group of launched applications.

17. The computer program product of claim 11 , wherein the program instructions to determine a conversation topic compris

Assignees

• Usaa

Inventors

• Roberts David W
• Quade Aaron
• Sternitzke Steven D

Classifications

• G06F3/04817

  using icons (graphical or visual programming using iconic symbols G06F8/34) · CPC title

• H04M3/5191

  interacting with the Internet · CPC title

• G06Q30/016 Primary

  After-sales · CPC title

• G06F3/04845 Primary

  for image manipulation, e.g. dragging, rotation, expansion or change of colour · CPC title

• H04M3/5133

  Operator terminal details · CPC title