Patent ID: 7788679

Claim:
A method comprising: configuring a user interface, wherein the configuring comprises accessing a customer support center database, detecting which of a plurality of communications channels an agent is authorized to access based on agent configuration information stored in the customer support center database, causing the user interface to display only those communications channels that the agent configuration information indicates the agent is authorized to access, and associating a command with an action performed using the user interface; obtaining an event communicated to a communication center via an incoming communication channel of a plurality of communication channels, wherein each communication channel of the communication channels has a media type, at least two communication channels of the communication channels have different media types, and the event corresponds to a work item available via the incoming communication channel; determining an event response that corresponds to the event, wherein the determining the event response comprises querying a customer support center database, and determining a channel driver that corresponds to the incoming communication channel: storing the event response in an event log table; providing a notification of the work item via the user interface; predicting a predicted media type, wherein the predicting is based on a context, wherein the context comprises the action performed using a user interface and the notification of the work item, the predicted media type is a media type of a communication channel of the communication channels to be used to communicate via the user interface, the user interface is configured to operate in the context, and the user interface is configured to communicate with the plurality of communication channels; and facilitating communication according to the predicted media type, wherein the facilitating comprises initiating the communication via the user interface, wherein the initiating comprises causing the command to be executed, and the facilitating is in response to the predicting.