System, method, and computer program for presenting entity-related events using radially segmented concentric circles

Patent metadata

Field	Value
Publication number	US-9449003-B1
Application number	US-201113232872-A
Country	US
Kind code	B1
Filing date	Sep 14, 2011
Priority date	Sep 14, 2011
Publication date	Sep 20, 2016
Grant date	Sep 20, 2016

Abstract

A system, method, and computer program product are provided for presenting entity-related events using radially divided concentric circles. In use, a plurality of events associated with at least one entity is stored. Additionally, a set of the events is retrieved according to a preconfigured time period. Further, each of the events in the set is categorized according to a plurality of predefined categories. Still yet, a plurality of concentric circles each segmented by a radial axis centered on the concentric circles is displayed, where each segment is associated with a different one of the predefined categories and each concentric circle is associated with a different portion of the preconfigured time period. Moreover, each of the events in the set is presented in one of the segments of one of the concentric circles, based on the categorization.

First claim

What is claimed is:

1. A computer program embodied on a non-transitory computer readable medium, comprising computer code for:
storing, by a system, a plurality of past events that have occurred in association with a plurality of customers of an entity;
receiving, by the system, a call from one of the customers to a call center agent of the entity;
after receiving the call, receiving, by the system, a request from the call center agent for the past events associated with the one of the customers;
retrieving a set of the past events associated with the one of the customers that occurred within a preconfigured time period;
categorizing each of the past events in the set according to a plurality of predefined categories relating to an account of the one of the customers with the entity;
displaying, by the system to the call center agent, a plurality of concentric circles each segmented by a radial axis centered on the concentric circles, wherein each segment is associated with a different one of the predefined categories and each concentric circle is associated with a different portion of the preconfigured time period; and
presenting, by the system, each of the past events in the set in one of the segments of one of the concentric circles, based on the categorization, including:
identifying a time that the past event occurred,
selecting the one of the concentric circles associated with a portion of the time period including the identified time,
identifying a categorization of the past event,
selecting a segment of the selected one of the concentric circles based on a match of the categorization of the past event with one of the predefined categories associated with the segment,
determining an icon for the past event by identifying one of a plurality of sub-categories within the matching predefined category that matches a sub-category stored in association with the past event, where each of the plurality of sub-categories is represented by a distinct icon, and
presenting the determined icon for the past event in the selected segment of the selected one of the concentric circles;

receiving, by the system from the call center agent, a command to filter the presented past events in one of the segments by one of the sub-categories;
in response to the command, showing in the one of the segments only the past events presented therein that are of the one of the sub-categories.

2. The computer program of claim 1 , wherein the past events are actions performed with respect to the customers and service provider that is the entity.

3. The computer program of claim 2 , wherein the past events include at least one of submitting a bill to the customers by the service provider, changing a service rate plan for the customers by the service provider, changing account information for the customers by the service provider, and receiving a call from the customers by the service provider relating to one of a product and a service provided by the service provider.

4. The computer program of claim 1 , wherein the computer program product is operable such that the past events are each stored with a timestamp identifying a time of the pas event.

5. The computer program of claim 1 , wherein the computer program product is operable such that the pas events are each stored with information describing the past event.

6. The computer program of claim 5 , wherein the information describing the past event includes a category of the past event and a sub-category of the past event.

7. The computer program of claim 1 , wherein the computer program product is operable such that retrieving the set of the past events according to the preconfigured time period includes retrieving past events from the stored past events that occurred within the preconfigured time period.

8. The computer program of claim 1 , wherein the predefined categories include at least one of billing, account, rate plan, equipment, and service.

9. The computer program of claim 1 , wherein the computer program product is operable such that the preconfigured time period is divided equally among the concentric circles.

10. The computer program of claim 1 , wherein the computer program product is operable such that each presented past event is selectable for presenting details of the past event.

11. The computer program of claim 1 , presenting, by the system, each of the past events in the set in one of the segments of one of the concentric circles, based on the categorization further includes:
determining whether there are additional past events stored by the system that occurred outside of the preconfigured time period,
presenting an innermost circle of the concentric circles in a first color when it is determined that there are additional past events stored by the system that occurred outside of the preconfigured time period, and
presenting the innermost circle of the concentric circles in a first color when it is determined that there are not additional past events stored by the system that occurred outside of the preconfigured time period,
wherein the first color is utilized as an indicator that there are additional past events stored by the system that occurred outside of the preconfigured time period and the second color is utilized as an indicator that there are not additional past events stored by the system that occurred outside of the preconfigured time period.

12. A method, comprising:
storing by a system, a plurality of past events that have occurred in association with a plurality of customers of an entity;
receiving, by the system, a call from one of the customers to a call center agent of the entity;
after receiving the call, receiving, by the system, a request from the call center agent for the past events associated with the one of the customers;
retrieving a set of the past events associated with the one of the customers that occurred within a preconfigured time period;
categorizing each of the past events in the set according to a plurality of predefined categories relating to an account of the one of the customers with the entity;
displaying, by the system to the call center agent, a plurality of concentric circles each segmented by a radial axis centered on the concentric circles, wherein each segment is associated with a different one of the predefined categories and each concentric circle is associated with a different portion of the preconfigured time period; and
presenting, by the system, each of the past events in the set in one of the segments of one of the concentric circles, based on the categorization, including:
identifying a time that the past event occurred,
selecting the one of the concentric circles associated with a portion of the time period including the identified time,
identifying a categorization of the past event,
selecting a segment of the selected one of the concentric circles based on a match of the categorization of the past event with one of the predefined categories associated with the segment,
determining an icon for the past event by identifying one of a plurality of sub-categories within the matching predefined category that matches a sub-category stored in association with the past event, where each of the plurality of sub-categories is represented by a distinct icon, and
presenting the determined icon for the past event in the selected segment of the selected one of the concentric circles;
receiving, by the system from the call center agent, a command to filter the presented past events in one of the segments by one of the sub-categories;

in response to the command, showing in the one of the segments only the past events presented therein that are of the

Assignees

• D'Amour John
• Acharekar Abhay V
• Amdocs Software Systems Ltd

Inventors

• D'Amour John
• Acharekar Abhay V

Classifications

• G06F17/30061 Primary

  Physics · mapped topic

• G06F17/30241

  Physics · mapped topic

• G06F17/30867

  Physics · mapped topic

• G06F17/30064

  Physics · mapped topic

• G06F16/29

  Geographical information databases · CPC title