Patent ID: 7593522
Filing Date: 2009-09-22
Classification: H04M

Abstract:
1. A user interface for a call center representative workstation, the workstation usable by a call center representative to respond to a customer inquiry, the user interface comprising: a passive focus screen area to display at least one of customer data and a reason for the customer inquiry to the call center; an active communicate screen area adjacent to the passive focus screen area, the active communicate screen area to display a script of dialog relating to the customer inquiry, the script of dialog selected from a plurality of scripts relating to at least one of the customer data and the reason for the customer inquiry to the call center; an active actions screen area adjacent to the passive focus screen area, the active actions screen area to display information to launch an action to facilitate a response to the customer inquiry and the status of actions selected by the call center representative, the active actions screen area includes a column including at least one potential action available to the call center representative, and an active transactions column which shows the status of at least one action taken by the call center representative; and a passive support screen area to display information relating to actions available to the call center representative in the active communicate and actions screen areas, the information displayed being changed dependent on the specific action selected by the call center representative in either the active communicate or actions screen areas.