Rose Pon Loo

US Patent:

20050149855, Jul 7, 2005

Filed:

Jul 8, 2004

Appl. No.:

10/886929

Inventors:

Rose Loo - Pleasanton CA, US
Lewis Charnock - Harleysville PA, US
Janaki Kumar - Palo Alto CA, US
Vivek Bhanuprakash - Sunnyvale CA, US
Deborah Rodgers - Framingham MA, US

International Classification:

G06F017/21

US Classification:

715508000, 715505000, 715506000, 715507000

Abstract:

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.

US Patent:

20050147054, Jul 7, 2005

Filed:

Jul 2, 2004

Appl. No.:

10/884169

Inventors:

Rose Loo - Pleasanton CA, US
Lewis Charnock - Harleysville PA, US
Janaki Kumar - Palo Alto CA, US
Benolin Jose - Santa Clara CA, US
Weiling Zhang - Sunnyvale CA, US
Markus Wieser - San Carlos CA, US
Deborah Rodgers - Framingham MA, US

International Classification:

H04M001/64
H04L012/16

US Classification:

370270000, 379088170

Abstract:

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.