User interface persistent context area

US7688966B2 · kind B2 · utility

Assignee

• SAP AG · DE

Inventors

• Janaki Kumar · Palo Alto, US
• Lewis Charnock · Harleysville, US
• Vidya Chadaga · Sunnyvale, US
• Johnnie Wilkenschildt · San Francisco, US
• Joaquin Fink · Mountain View, US
• Susanne ZELLER · Campbell, US
• Vivek Bhanuprakash · Sunnyvale, US
• Vyacheslav Gomov · Cupertino, US
• Deborah Rodgers · Framingham, US

Key dates

• Filing date: Jul 7, 2004
• Grant date: Mar 30, 2010
• Expiry date: May 24, 2027

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2201/42
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

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.