System and method for managing multiple interactions

Patent metadata

Field	Value
Publication number	US-10222933-B2
Application number	US-201514726510-A
Country	US
Kind code	B2
Filing date	May 30, 2015
Priority date	May 30, 2015
Publication date	Mar 5, 2019
Grant date	Mar 5, 2019

Abstract

A system for managing interactions includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: identify first and second interactions by a user device, each of the first and second interactions being configured to alternately occupy a first area of a display screen of the user device; display an icon on the first area, the icon representing the second interaction, wherein attributes of the icon correspond to attributes of the second interaction; and modify the attributes of the icon based on a status of the second interaction.

First claim

What is claimed is:

1. A system for managing interactions for a customer contact center, the system comprising:
a display screen;
a processor; and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
identify a first real-time interaction for the customer contact center between a first user and a second user over a first communication medium, wherein the first real-time interaction is a first voice or text-based conversation between the first user and the second user;
display details of the first real-time interaction in a first area of a display screen;
during the first real-time interaction, identify a request for a second real-time interaction for the customer contact center between the first user and a third user over a second communication medium, wherein the second real-time interaction is a second voice or text-based conversation between the first user and the third user;
in response to the request, establish the second real-time interaction between the first user and the third user;
while the details of the first real-time interaction are displayed in the first area when both the first and second real-time interactions are active, display a single icon on the first area, the single icon representing the second real-time interaction, wherein attributes of the single icon correspond to attributes of the second real-time interaction;
modify the attributes of the icon based on a status of the second real-time interaction;
receive actuation of the single icon;
in response to the actuation of the single icon, transition from the first real-time interaction to the second real-time interaction, wherein transitioning to the second real-time interaction leaves the first voice or text-based conversation; and
in response to the transition from the first real-time interaction to the second real-time interaction, replace display of details of the first real-time interaction with display of details of the second real-time interaction, wherein the details of the second real-time interaction substantially fill the first area;
identify a desired handing time for the second-real time interaction;
calculate a falling rate based on the desired handling time; and
automatically move the icon based on the calculated falling rate.

2. The system of claim 1 , wherein the attributes of the icon comprise at least one of a color, size, shape, orientation, position, and a dynamic movement feature of the icon on the display screen.

3. The system of claim 1 , wherein the status is based on a Key Performance Indicator (KPI).

4. The system of claim 3 , wherein the instructions, when executed, further cause the processor to display movement of the icon based on progress of the second interaction relative to the KPI.

5. The system of claim 4 , wherein the KPI relates to at least one of a wait time threshold, interaction duration, and service levels.

6. The system of claim 1 , wherein a graphical presentation of the clon is transparent and the icon is displayed on the first area while the first interaction occupies the first area.

7. The system of claim 1 , wherein the attributes of the icon correspond to a priority level of the second interaction.

8. The system of claim 1 , wherein the instructions, when executed, further cause the processor to transfer the second interaction to a fourth user in response to a drag-and-drop action being performed on the icon, the instructions further causing the processor to
detect selection of the icon;
detect dropping of the icon to an identifier of the fourth user, and
establish, in response to detecting the dropping of the icon a third voice or text-based conversation between the second user and the fourth user based on the identifier.

9. The system of claim 1 , wherein the icon comprises an embedded control for muting or disconnecting the second interaction.

10. The system of claim 9 , wherein a graphical presentation of the icon comprises a button for activating the embedded control.

11. The system of claim 1 , wherein the instructions, when executed, further cause the processor to retrieve an interaction object associated with the icon in response to dropping of the icon by the first user.

12. A method of managing interactions for a customer contact center, the method comprising:
identifying, by one or more processors, a first real-time interaction for the customer contact center between a first user and a second user over a first communication medium, wherein the first real-time interaction is a first voice or text-based conversation between the first user and the second user;
displaying, by the one or more processors, details of the first real-time interaction in a first area of a display screen of the user device;
during the first real-time interaction, identifying, by the one or more processors, a request for a second real-time interaction for the customer contact center between the first user and a third user over a second communication medium, wherein the second real-time interaction is a second voice or text-based conversation between the first user and the third user;
in response to the request, establishing, by the one or more processors, the second real-time interaction between the first user and the third user;
while the details of the first real-time interaction are displayed in the first area, when both the first and second real-time interactions are active, displaying, by the one or more processors, a single icon on the first area, the single icon representing the second real-time interaction, wherein attributes of the single icon correspond to attributes of the second-real-time interaction;
modifying, by the one or more processors, the attributes of the icon based on a status of the second real-time interaction;
receiving actuation of the single icon;
in response to the actuation of the single icon, transitioning, by the one or more processors, from the first real-time interaction to the second real-time interaction, wherein transitioning to the second real-time interaction leaves the first voice or text-based conversation; and
in response to the transitioning from the first real-time interaction to the second real-time interaction, replacing, by the one or more processors, display of details of the first real-time interaction with display of details of the second real-time interaction, wherein the details of the second real-time interaction substantially fill the first areas
identifying a desired handling time for the second-real time interaction;
calculating a falling rate based on the desired handling time; and
automatically moving the icon based on the calculated falling rate.

13. The method of claim 12 , wherein the attributes of the icon comprise at least one of a
color, size, shape, orientation, position, and a dynamic movement feature of the icon on the display screen.

14. The method of claim 12 , wherein the status is based on a Key Performance Indicator (KPI).

15. The method of claim 14 , further comprising displaying, by the one or more processors, movement of the icon based on progress of the second interaction relative to the KPI.

16. The method of claim 15 , wherein the KPI relates to at least one of a wait time threshold, interaction duration, and service levels.

17. The method of claim 12 , wherein a graphical presentation of the icon is transparent and the displaying the icon on the first area comprises displaying the icon on the first area while the first interaction occupies the first area.

18. The method of claim 12 ,

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Kumar Praphul
• Thakkar Ashish
• Vymenets Leonid
• Ristock Herbert

Classifications

• H04M2242/08

  menus for interactive user guidance · CPC title

• H04M2201/42

  Graphical user interfaces · CPC title

• H04M3/5141

  Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56) · CPC title

• G06F3/04817 Primary

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

• H04M1/72522

  Electricity · mapped topic