Visualization of chat task recording, linking messaging, and record keeping

Patent metadata

Field	Value
Publication number	US-11410127-B2
Application number	US-201715492572-A
Country	US
Kind code	B2
Filing date	Apr 20, 2017
Priority date	Apr 20, 2016
Publication date	Aug 9, 2022
Grant date	Aug 9, 2022

Abstract

A system is provided for displaying information related to a task in a chronological chat format. The system may include a memory, a processor configured to execute instructions stored within the memory, a network interface communicatively coupled to a network, a task database having records for a plurality of tasks, and a display that allows selection of a task record from the plurality of tasks. The display displays chat information obtained from the task record along with task-related data, such as customer data, received over the network interface in real time. The display may also allow selection of other individuals related to the task to participate in a chat session. The task-related data includes both textual data and attached file information.

First claim

What is claimed is:

1. A system for displaying information related to a task, comprising:
a memory;
a processor configured to execute instructions stored within the memory;
a network interface configured to communicatively couple the processor to a network;
a task database comprising a plurality of task records;
a display operably coupled to the processor, and based at least in part on the instructions executed by the processor, the display being configured to:
display a graphical user interface comprising:
a first region to display the plurality of task records, wherein each task record of the plurality of task records is associated with a respective corresponding chat timeline between a customer and an agent;
a second region to display one of the corresponding chat timelines; and
a third region to display task-related information;

receive selection of a first task record of the plurality of task records, wherein the first task record is associated with a first chat timeline of the corresponding chat timelines;
populate the second region with the first chat timeline associated with the first task record; and
populate the third region with the task-related information that comprises textual data, attached file information associated with the first task record, a status indicator, and links to documentation determined to be relevant based on the first chat timeline, wherein the task-related information is configured to be dragged from the third region to the second region, wherein dragging the task-related information into the second region results in the task-related information appearing in the second region.

2. The system, as set forth in claim 1 , wherein the display, based at least in part on the instructions executed by the processor, is configured to provide a visualization of data in the corresponding chat timeline as chronologically ordered chat elements.

3. The system, as set forth in claim 2 , wherein the processor directly generates the chronologically ordered chat elements from the data in the corresponding chat timeline.

4. The system, as set forth in claim 1 , wherein the display, based at least in part on the instructions executed by the processor, is configured to provide an agent region to display information relating to the agent involved in the corresponding chat timeline.

5. The system, as set forth in claim 4 , wherein the display, based at least in part on the instructions executed by the processor, is configured to display a state or a priority level of an incident discussed in the corresponding chat timeline.

6. The system, as set forth in claim 1 , wherein the corresponding chat timeline comprises a plurality of corresponding links to websites.

7. The system, as set forth in claim 1 , wherein the first chat timeline comprises file information from the customer involved in the first chat timeline.

8. The system, as set forth in claim 1 , wherein the first chat timeline comprises file information from the agent involved in the first chat timeline.

9. The system, as set forth in claim 1 , wherein the display, based at least in part on the instructions executed by the processor, is configured to provide a visual task board comprising the plurality of task records.

10. The system, as set forth in claim 9 , wherein the display, based at least in part on the instructions executed by the processor, is configured to receive selection of one of the plurality of task records to display a chat timeline corresponding to the selection.

11. The system, as set forth in claim 1 , wherein the display, based at least in part on the instructions executed by the processor, is configured to receive selection of other individuals to participate in the corresponding chat timeline.

12. A method for displaying information related to a task, comprising:
displaying a graphical user interface comprising:
a first region to display a plurality of task records, wherein each task record of the plurality of task records is associated with a respective corresponding chat timeline between a customer and an agent;
a second region to display one of the corresponding chat timelines; and
a third region to display task-related information;

receiving selection of a first task record of the plurality of task records, wherein the first task record is associated with a first chat timeline of the corresponding chat timelines;
populating the second region with the first chat timeline associated with the first task record; and
populating the third region with the task-related information that comprises textual data, attached file information associated with the first task record, a status indicator, and links to documentation determined to be relevant based on the first chat timeline, wherein the task-related information is configured to be dragged from the third region to the second region, wherein dragging and dropping the task-related information into the second region results in the task-related information appearing in the second region.

13. The method, as set forth in claim 12 , comprising providing a visualization of data in the corresponding chat timeline as chronologically ordered chat elements.

14. The method, as set forth in claim 13 , generating the chronologically ordered chat elements from the data in the corresponding chat timeline.

15. The method, as set forth in claim 12 , comprising displaying an agent region to display information relating to the agent involved in the corresponding chat timeline.

16. The method, as set forth in claim 15 , comprising displaying a state or a priority level of an incident discussed in the corresponding chat timeline.

17. The method, as set forth in claim 12 , wherein the corresponding chat timeline comprises a plurality of corresponding links to websites.

18. The method, as set forth in claim 12 , wherein the first chat timeline comprises file information from the customer involved in the first chat timeline.

19. The method, as set forth in claim 12 , wherein the first chat timeline comprises file information from the agent involved in the first chat timeline.

20. The method, as set forth in claim 12 , comprising displaying a visual task board comprising the plurality of task records.

21. The method, as set forth in claim 20 , comprising providing at least one status indicator relating to a status of one or more of the plurality of task records.

22. The method, as set forth in claim 20 , comprising receiving selection of one of the plurality of task records to display a chat timeline corresponding to the selection.

23. The method, as set forth in claim 12 , comprising receiving selection of other individuals to participate in the first chat timeline.

24. The system of claim 1 , wherein each task record of the plurality of task records is displayed in chronological order.

Assignees

• Servicenow Inc

Inventors

• Azmoon Troy
• Luddy Frederic B

Classifications

• G06Q10/06311

  Scheduling, planning or task assignment for a person or group · CPC title

• G06Q10/107

  Computer-aided management of electronic mailing [e-mailing] · CPC title

• G06Q10/103 Primary

  Workflow collaboration or project management · CPC title

• H04L51/216

  Handling conversation history, e.g. grouping of messages in sessions or threads · CPC title

• H04L51/046

  Interoperability with other network applications or services · CPC title