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1. 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。

2. 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。

3. 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。

4. 发明申请

US20050228790A1 Coherent categorization scheme 审中-公开
标题翻译：相干分类方案
公开(公告)号：US20050228790A1
公开(公告)日：2005-10-13
申请号：US10822363
申请日：2004-04-12
申请人： Christopher Ronnewinkel , Florian Weigmann , Michael Kuehn , Lewis Charnock , Janaki Kumar
发明人： Christopher Ronnewinkel , Florian Weigmann , Michael Kuehn , Lewis Charnock , Janaki Kumar
IPC分类号： G06F17/30 , G06Q10/00
CPC分类号： G06Q10/107 , G06F16/35
摘要： Programs and methods involve structuring categories coherently such that a single categorization scheme may be used to perform multiple business process steps. A method of responding to a received message includes analyzing content of a received message to select which of a plurality of predefined categories relates to the received message. Each predefined category has response information linked to it. If a first of a number of predefined computer-executable response modules is executed, then the first module executes using at least a first part of the response information linked to the selected category. If a second of the number of predefined computer-executable response modules is executed, then the second module executes using at least a second part of the response information linked to the selected category.
摘要翻译：程序和方法涉及一致地构造类别，以便可以使用单一的分类方案来执行多个业务流程步骤。响应于接收到的消息的方法包括分析接收到的消息的内容以选择多个预定类别中的哪一个与所接收的消息相关。每个预定义类别都有与其相关联的响应信息。如果执行多个预定义的计算机可执行响应模块中的第一个，则第一模块使用链接到所选类别的响应信息的至少第一部分来执行。如果执行预定义的计算机可执行应答模块的数目的第二个，则第二模块使用链接到所选择的类别的响应信息的至少第二部分来执行。

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