Patent ID: 8171420
Filing Date: 2012-05-01
Classification: G06F

Abstract:
1. A graphical user interface displayed on an agent desktop in a contact center, comprising: a quick start bar, wherein the quick start bar includes one or more icons for identifying non-managed applications; a contact center control panel presenting current contact information, wherein the information indicates a type of call placed by the current contact to the contact center; a managed display having a task bar, wherein the task bar includes one or more icons for identifying managed applications; managed application display area, wherein a predetermined set of rules determines the size, placement and visibility of a managed application in the managed application display area; and an automated workflow defining a plurality of steps for controlling an agent's handling of the current contact and having at least one step corresponding to each one of the one or more icons, wherein one of the one or more icons is selected according to the corresponding step of the automated workflow and the type of call indicated by the contact center control panel, and the managed application identified by the selected icon is displayed in the managed application display area, further wherein the managed application identified by the selected icon is selectively displayed in a separate window.