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1. 发明申请

US20050152529A1 User interface persistent context area 有权
标题翻译：用户界面持久上下文区域
公开(公告)号：US20050152529A1
公开(公告)日：2005-07-14
申请号：US10886162
申请日：2004-07-07
申请人： Janaki Kumar , Lewis Charnock , Vidya Chadaga , Johnnie Wilkenschildt , Joaquin Fink , Susanne Zeller , Vivek Bhanuprakash , Vyacheslav Gomov , Deborah Rodgers
发明人： Janaki Kumar , Lewis Charnock , Vidya Chadaga , Johnnie Wilkenschildt , Joaquin Fink , Susanne Zeller , Vivek Bhanuprakash , Vyacheslav Gomov , Deborah Rodgers
IPC分类号： H04M3/00 , H04M3/51 , H04M5/00
CPC分类号： H04M3/5183 , H04M2201/42
摘要： 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.
摘要翻译：改进的用户界面通过在集成用户界面中的固定位置处持续地（即，不中断）显示密钥信息来改善呼叫中心代理的响应性。集成的用户界面可以被划分到代理的显示屏幕上的物理区域中。虽然代理的显示屏幕的某些区域可能快速变化，但保留位置中的至少一个区域可以持续地显示呼叫中心代理可以在呼叫/聊天/电子邮件会话期间一直看到的交互特定信息的集合。用户界面在代理屏幕上的保留和不变的物理位置上持续显示每条密钥信息。

2. 发明授权

US07688966B2 User interface persistent context area 有权
标题翻译：用户界面持久上下文区域
公开(公告)号：US07688966B2
公开(公告)日：2010-03-30
申请号：US10886162
申请日：2004-07-07
申请人： Janaki P. Kumar , Lewis W. B. Charnock , Vidya Chadaga , Johnnie Wilkenschildt , Joaquin Garcia Fink , Susanne Zeller , Vivek Bhanuprakash , Vyacheslav Gomov , Deborah Rodgers
发明人： Janaki P. Kumar , Lewis W. B. Charnock , Vidya Chadaga , Johnnie Wilkenschildt , Joaquin Garcia Fink , Susanne Zeller , Vivek Bhanuprakash , Vyacheslav Gomov , Deborah Rodgers
IPC分类号： H04M3/428
CPC分类号： H04M3/5183 , H04M2201/42
摘要： 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.
摘要翻译：改进的用户界面通过在集成用户界面中的固定位置处持续地（即，不中断）显示密钥信息来改善呼叫中心代理的响应性。集成的用户界面可以被划分到代理的显示屏幕上的物理区域中。虽然代理的显示屏幕的某些区域可能快速变化，但保留位置中的至少一个区域可以持续地显示呼叫中心代理可以在呼叫/聊天/电子邮件会话期间一直看到的交互特定信息的集合。用户界面在代理屏幕上的保留和不变的物理位置上持续显示每条密钥信息。

3. 发明申请

US20050149855A1 Graphical scratchpad 审中-公开
标题翻译：图形暂存器
公开(公告)号：US20050149855A1
公开(公告)日：2005-07-07
申请号：US10886929
申请日：2004-07-08
申请人： Rose Loo , Lewis Charnock , Janaki Kumar , Vivek Bhanuprakash , Deborah Rodgers
发明人： Rose Loo , Lewis Charnock , Janaki Kumar , Vivek Bhanuprakash , Deborah Rodgers
IPC分类号： G06F17/21 , H04M3/51
CPC分类号： H04M3/5133
摘要： One embodiment provides a method for providing a scratchpad window in a graphical user interface (GUI) while using an application that manages an interaction between an agent and an individual. Upon entry of a first selection made by the agent in an application window used by the application and displayed in the GUI to the agent during the interaction with the individual, the method includes displaying the scratchpad window in the GUI and accepting input from the agent that is entered as information into the scratchpad window. Upon entry of a second selection made by the agent in the application window within the GUI, the method further includes importing the information contained within the scratchpad window into a data-entry area of the application window.
摘要翻译：一个实施例提供了一种用于在图形用户界面（GUI）中提供暂存器窗口的方法，同时使用管理代理和个人之间的交互的应用程序。在与个人交互期间由代理在由应用使用的应用程序窗口中进行的第一选择输入到GUI中并显示在代理中的情况下，该方法包括在GUI中显示暂存器窗口并接受代理的输入，作为信息输入到暂存器窗口中。当代理在GUI中的应用程序窗口中进行第二选择时，该方法还包括将包含在暂存器窗口内的信息导入应用程序窗口的数据输入区域。

4. 发明申请

US20050147054A1 Navigational bar 审中-公开
标题翻译：导航栏
公开(公告)号：US20050147054A1
公开(公告)日：2005-07-07
申请号：US10884169
申请日：2004-07-02
申请人： Rose Loo , Lewis Charnock , Janaki Kumar , Benolin Jose , Weiling Zhang , Markus Wieser , Deborah Rodgers
发明人： Rose Loo , Lewis Charnock , Janaki Kumar , Benolin Jose , Weiling Zhang , Markus Wieser , Deborah Rodgers
IPC分类号： G06F9/44 , H04L12/16 , H04M1/64 , H04M3/51
CPC分类号： H04M3/5191 , G06F9/453 , H04M2201/42
摘要： An agent or customer representative can use a graphical user interface (GUI) when the agent is in contact with one or more customers. In a computer-implemented method for providing navigational aids to the GUI for an interaction center, the method can include displaying the GUI with a work area for an agent and a navigation area. The navigation area can include a standard section with multiple links defined for the agent at a supervisory level and a personalized section of the navigation bar. The personalized section can include one or more links selected by the agent at an agent level from a list of links compiled for the agent in the supervisory level.
摘要翻译：当代理人与一个或多个客户联系时，代理商或客户代表可以使用图形用户界面（GUI）。在用于为交互中心向GUI提供导航辅助的计算机实现的方法中，该方法可以包括用代理和导航区域的工作区显示GUI。导航区域可以包括标准部分，其具有为监督级别的代理定义的多个链接以及导航栏的个性化部分。个性化部分可以包括由代理在代理级别从针对代理在监督级别编译的链接列表中选择的一个或多个链接。

5. 发明申请

US20050160353A1 Accessing previously viewed windows 有权
标题翻译：访问以前查看的窗口
公开(公告)号：US20050160353A1
公开(公告)日：2005-07-21
申请号：US10884004
申请日：2004-07-02
申请人： Peter Conrad , Theo Held , Michael Kuehn , Janaki Kumar , Dietrich Mayer-Ullmann , Deborah Rodgers
发明人： Peter Conrad , Theo Held , Michael Kuehn , Janaki Kumar , Dietrich Mayer-Ullmann , Deborah Rodgers
IPC分类号： G06F3/033 , G06F3/048 , G06F9/44 , G06F17/21
CPC分类号： G06F3/0481
摘要： One implementation provides a method for accessing a window previously viewed by a user in a graphical user interface (GUI) during an interaction with an individual. The method includes displaying to the user a first window in the GUI. The first window contains a collapsible/expandable menu. The menu contains an entry that refers to a window previously viewed by the user. Upon selection of the entry in the menu, the method further includes displaying to the user the corresponding window previously viewed by the user in the GUI. The corresponding window has a data-entry field that contains a latest version of information that is related to the interaction with the individual that was previously entered or modified by the user.
摘要翻译：一个实现提供了一种在与个人交互期间访问用户在图形用户界面（GUI）中先前观看的窗口的方法。该方法包括向用户显示GUI中的第一窗口。第一个窗口包含可折叠/可扩展菜单。菜单包含一个引用用户以前查看的窗口的条目。在选择菜单中的条目时，该方法还包括向用户显示GUI中先前由用户查看的相应窗口。相应的窗口具有数据输入字段，其中包含与先前由用户输入或修改的与个人的交互相关的最新版本的信息。

6. 发明授权

US08015501B2 Accessing previously viewed windows 有权
标题翻译：访问以前查看的窗口
公开(公告)号：US08015501B2
公开(公告)日：2011-09-06
申请号：US10884004
申请日：2004-07-02
申请人： Peter Conrad , Theo Held , Michael Kuehn , Janaki P. Kumar , Dietrich Mayer-Ullmann , Deborah Rodgers
发明人： Peter Conrad , Theo Held , Michael Kuehn , Janaki P. Kumar , Dietrich Mayer-Ullmann , Deborah Rodgers
IPC分类号： G06F3/048
CPC分类号： G06F3/0481
摘要： One implementation provides a method for accessing a window previously viewed by a user in a graphical user interface (GUI) during an interaction with an individual. The method includes displaying to the user a first window in the GUI. The first window contains a collapsible/expandable menu. The menu contains an entry that refers to a window previously viewed by the user. Upon selection of the entry in the menu, the method further includes displaying to the user the corresponding window previously viewed by the user in the GUI. The corresponding window has a data-entry field that contains a latest version of information that is related to the interaction with the individual that was previously entered or modified by the user.
摘要翻译：一个实现提供了一种在与个人交互期间访问用户在图形用户界面（GUI）中先前观看的窗口的方法。该方法包括向用户显示GUI中的第一窗口。第一个窗口包含可折叠/可扩展菜单。菜单包含一个引用用户以前查看的窗口的条目。在选择菜单中的条目时，该方法还包括向用户显示GUI中先前由用户查看的相应窗口。相应的窗口具有数据输入字段，其中包含与先前由用户输入或修改的与个人的交互相关的最新版本的信息。

7. 发明授权

US07213209B2 Customized scripting 有权
标题翻译：定制脚本
公开(公告)号：US07213209B2
公开(公告)日：2007-05-01
申请号：US10327692
申请日：2002-12-20
申请人： Hermann Lueckhoff , Octavian N. Iancu , Armando Chavez , Adam Korman , Deborah Rodgers
发明人： Hermann Lueckhoff , Octavian N. Iancu , Armando Chavez , Adam Korman , Deborah Rodgers
IPC分类号： G06F13/00 , G06F15/00
CPC分类号： G06Q10/10 , G06F17/30899
摘要： Various implementations of the present invention provide systems and methods for customized scripting. One implementation provides for a visual display of a script to a user. The user makes use of the script in communicating with a specified person during a session. A computing system receives information relating to a specific session being conducted with the specified person. The computing system then processes the received information to generate output information that specifies a display of a customized script. The customized script contains a standard script determined by the specific session being conducted and information particular to the specified person. The output information is then received at a display device, and a display is generated thereon of the customized script for use by the user during the specific session with the specified person.
摘要翻译：本发明的各种实现提供了用于定制脚本的系统和方法。一个实现提供了向用户的脚本的可视显示。在会话期间，用户利用该脚本与指定的人进行通信。计算系统接收与指定的人进行的与特定会话有关的信息。然后，计算系统处理所接收的信息以产生指定定制脚本的显示的输出信息。自定义脚本包含由正在执行的特定会话确定的标准脚本和指定人员的特定信息。然后在显示设备处接收输出信息，并且在其上生成用于在与指定人员的特定会话期间由用户使用的定制脚本的显示。

8. 发明申请

US20060146436A1 Method and system for displaying a series of recordable events 有权
公开(公告)号：US20060146436A1
公开(公告)日：2006-07-06
申请号：US11030692
申请日：2005-01-05
申请人： Mark Goodwin , Deborah Rodgers
发明人： Mark Goodwin , Deborah Rodgers
IPC分类号： G11B19/02
CPC分类号： H04N9/79 , G11B19/025 , H04N5/44543 , H04N5/781 , H04N5/782 , H04N5/85 , H04N5/907 , H04N21/26283 , H04N21/4147 , H04N21/4334 , H04N21/4622 , H04N21/47214 , H04N21/482 , H04N21/4821 , H04N21/4826 , H04N21/4828 , H04N21/84
摘要： A method and system for displaying identifiers for one or more series of recordable events is described. A system, such as the system of a digital video recorder, may receive a set of recordable events data, such as a listing of all television shows to be broadcast over a two-week period. The system analyzes the set of recordable events data for determining one or more sets of recordable events, where each set includes recordable events having the same title. The system analyzes each set of recordable events to determine sub-sets of recordable events based on relationships between the recordable events of each sub-set. The system displays an identifier for each sub-set of a given set of recordable events when the given set of recordable events is selected for display. A user may select to record a sub-set of recordable events by selecting the identifier that represents the sub-set.

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