US5757904A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Context-sensitive presentation of information to call-center agents
Assignee: Avaya Inc
•
Filing: 1996-02-05
•
Granted: 1998-05-26
•
Expires: 2016-02-05
Abstract
Abstract A method (200-520) and an apparatus (118) for presenting information to a call center agent in a context-sensitive manner involves monitoring (314, 504) activities--such as keyboard or pointer input from an agent and information being displayed to the agent--at an agent position (140, 150) of a call center, receiving (318, 508) a request for information--such as directory information or a list of wrapup codes--from the agent, in response analyzing (322, 324, 512) the request within the context of the monitored activities to determine a subset of the requested information--such as selected telephone numbers or a selected wrapup code--which is most relevant to the monitored activities, and then either presenting (404, 408)--displaying--only the subset to the agent in response to the request, or presenting (410, 514) the requested information in a manner that emphasizes the subset over the rest of the requested information--such as by highlighting the subset. Preferably, the monitoring also includes monitoring (202) with whom the agent is presently engaged in a telephone call and what the telephone call is about, and the analyzing also includes analyzing (208, 304) the monitored activities to determine whether non-requested information is relevant to the monitored activities or what actions should be undertaken with respect to the call, and then giving an indication (216, 312) of the determination to the agent.
Inventors
- 👤 Gregory Lane Anderson
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-29 21:02
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M2201/00; H04M2201/38; H04M3/22; H04M3/2218; H04M3/36; H04M3/523; H04M3/5232; H04M3/5233; H04M3/58
Claims Analysis
Total Claims: 50
Claim 1
Independent Claim
160 words
A method of presenting information at a call center agent position in a context-sensitive manner, comprising the steps of: monitoring activities at an agent position of a call center, including monitoring with whom an agent at the agent position is presently engaged in a call and what the call is about; receiving a request for information from the agent position; in response to the request, analyzing the request within a context of with whom the agent is presently engaged and what the call is about to determine a subset of the requested information, that excludes some of the requested information, which is most relevant to who the agent is presently engaged with and to what the call is about; and presenting at least the subset of the requested information at the agent position in response to the request, including presenting the subset of the requested information in a manner that emphasizes the subset over the rest of the requested information.
Claim 2
Independent Claim
160 words
A method of presenting information at a call center agent position in a context-sensitive manner, comprising the steps of: monitoring activities at an agent position of a call center, including monitoring with whom an agent at the agent position is presently engaged in a call and what the call is about; receiving a request for information from the agent position; in response to the request, analyzing the request within a context of with whom the agent is presently engaged and what the call is about to determine a subset of the requested information, that excludes some of the requested information, which is most relevant to who the agent is presently engaged with and to what the call is about; and presenting at least the subset of the requested information at the agent position in response to the request, including presenting the subset of the requested information in a manner that emphasizes the subset over the rest of the requested information.
Claim 3
Dependent Claim
27 words
The method of claim 1 wherein: the step of presenting comprises the step of displaying at least the subset of the requested information at the agent position.
Claim 4
Dependent Claim
39 words
The method of claim 1 wherein: the step of presenting comprises the step of presenting only the subset of the requested information, without presenting the rest of the requested information, at the agent position in response to the request.
Claim 5
Dependent Claim
45 words
The method of claim 1 wherein: the step of presenting comprises the steps of presenting all of the requested information at the agent position in response to the request; and highlighting the presented subset of the presented information over the rest of the presented information.
Claim 6
Dependent Claim
88 words
The method of claim 1 wherein: the step of receiving a request comprises the step of receiving a request to display contents of a directory that includes a plurality of directory entries; and the step of analyzing comprises the step of analyzing the request within the context of with whom the agent is presently engaged and what the call is about, to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the call is about.
Claim 7
Dependent Claim
92 words
The method of claim 5 wherein: the plurality of directory entries include entries for call center agents; the method further comprises the step of obtaining the present "free" or "not free" status of any agents whose entries are included in the subset of the directory entries which are most relevant to the monitored activities; and the step of presenting comprises the steps of displaying only the subset of the directory entries which are most relevant to the monitored activities, and highlighting the displayed entries of any agents whose present status is "free".
Claim 8
Dependent Claim
66 words
The method of claim 1 wherein: the step of receiving a request comprises the step of receiving a request to display a list of a plurality of wrap up codes; and the step of analyzing comprises the step of analyzing the request within the context of the monitored activities to determine a wrap up code from the list which is most relevant to the monitored activities.
Claim 9
Dependent Claim
35 words
The method of claim 1 wherein: the step of monitoring comprises the steps of monitoring input from an agent at the agent position; and monitoring information being displayed to the agent at the agent position.
Claim 10
Dependent Claim
31 words
The method of claim 8 wherein: the step of monitoring comprises the step of monitoring identity of a person who is presently connected to the agent position by a telephone call.
Claim 11
Dependent Claim
49 words
The method of claim 1 further comprising the steps of: analyzing the monitored activities to determine whether non-requested information is relevant to the monitored activities; and in response to determining that non-requested information is relevant to the monitored activities, giving an indication of the determination at the work position.
Claim 12
Dependent Claim
25 words
The method of claim 10 wherein: the step of giving an indication comprises the step of presenting the relevant non-requested information at the agent position.
Claim 13
Dependent Claim
29 words
The method of claim 10 wherein: the step of giving an indication comprises the step of prompting an agent at the agent position to request the relevant non-requested information.
Claim 14
Dependent Claim
43 words
The method of claim 10 wherein: the step of giving an indication comprises the step of prompting an agent at the agent position to request the relevant non-requested information from a person who is connected to the agent position by a telephone call.
Claim 15
Dependent Claim
71 words
The method of claim 1 further comprising the steps of: receiving information pertaining to a telephone call that is connected to subject said agent position; analyzing the received information within the context of the monitored activities to determine whether the call should be transferred to another agent position; and in response to determining that the call should be transferred to another agent position, transferring the call to the other agent position.
Claim 16
Dependent Claim
67 words
The method of claim 14 wherein: the step of transferring comprises the steps of in response to determining that the call should be transferred to another agent position, giving an indication of the determination at the subject agent position; receiving a call-transfer request without indication to where the call should be transferred; and in response to the call-transfer request, transferring the call to the other agent position.
Claim 17
Dependent Claim
68 words
The method of claim 1 further comprising the steps of: analyzing a work state of an agent at the agent position within the context of the monitored activities to determine if the work state of the agent should be changed; and in response to determining that the work state of the agent should be changed, automatically changing the work state of the agent to a different work state.
Claim 18
Independent Claim
152 words
A method of presenting information to a call center agent in a context-sensitive manner, comprising the steps of: monitoring an agent's input into an agent position and information being displayed to the agent at the agent position to determine with whom the agent is presently engaged in a telephone call and what the telephone call is about; receiving a request from the agent to display, at the agent position, contents of a directory that includes a plurality of directory entries; in response to the request, analyzing the request within a context of with whom the agent is presently engaged and what the telephone call is about, to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the telephone call is about; and displaying only the subset of the directory entries at the agent position in response to the request.
Claim 19
Independent Claim
152 words
A method of presenting information to a call center agent in a context-sensitive manner, comprising the steps of: monitoring an agent's input into an agent position and information being displayed to the agent at the agent position to determine with whom the agent is presently engaged in a telephone call and what the telephone call is about; receiving a request from the agent to display, at the agent position, contents of a directory that includes a plurality of directory entries; in response to the request, analyzing the request within a context of with whom the agent is presently engaged and what the telephone call is about, to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the telephone call is about; and displaying only the subset of the directory entries at the agent position in response to the request.
Claim 20
Dependent Claim
66 words
The method of claim 17 wherein: the step of receiving a request comprises the step of receiving a request to display a list of a plurality of wrap up codes; and the step of analyzing comprises the step of analyzing the request within the context of the monitored activities to determine a wrap up code from the list which is most relevant to the monitored activities.
Claim 21
Independent Claim
99 words
A method of presenting address directory information to a party to a communication in a context-sensitive manner, comprising the steps of: determining with whom the party to the communication is presently engaged in the communication; analyzing by machine contents of an address directory that includes a plurality of address directory entries to determine a subset of the address directory entries which are most relevant to who the party to the communication is presently engaged with and which excludes some of the address directory entries; and presenting the subset of the address directory entries to the party to the communication.
Claim 22
Independent Claim
99 words
A method of presenting address directory information to a party to a communication in a context-sensitive manner, comprising the steps of: determining with whom the party to the communication is presently engaged in the communication; analyzing by machine contents of an address directory that includes a plurality of address directory entries to determine a subset of the address directory entries which are most relevant to who the party to the communication is presently engaged with and which excludes some of the address directory entries; and presenting the subset of the address directory entries to the party to the communication.
Claim 23
Dependent Claim
66 words
The method of claim 19 further comprising the step of determining present status of entities to whom correspond the address directory entries that are included in the subset of the address directory entries; and wherein the step of presenting comprises the step of presenting, to the party to the communication, the subset of the address directory entries along with the present status of the corresponding entities.
Claim 24
Dependent Claim
40 words
The method of claim 19 wherein: the step of analyzing comprises the step of analyzing by machine a previous-communications history of who the party to the communication is presently engaged with, to determine the subset of the address directory entries.
Claim 25
Dependent Claim
28 words
The method of claim 21 wherein: the subset comprises the address directory entries of entities whom the previous-communications history identifies as having been parties to the previous communications.
Claim 26
Independent Claim
171 words
An apparatus for presenting information at a call center agent position in a context-sensitive manner, comprising: means for monitoring activities at an agent position of a call center, including monitoring with whom an agent at the agent position is presently engaged in a call and what the call is about; a processor connected to the monitoring means and responsive to receiving a request for information from the agent position, for analyzing the request within a context of with whom the agent is presently engaged and what the call is about to determine a subset of the requested information, that excludes some of the requested information, which is most relevant to who the agent is presently engaged with and to what the call is about; and means connected to the processor for presenting at least the subset of the requested information at the agent position in response to the request, including presenting the subset of the requested information in a manner that emphasizes the subset over the rest of the requested information.
Claim 27
Independent Claim
171 words
An apparatus for presenting information at a call center agent position in a context-sensitive manner, comprising: means for monitoring activities at an agent position of a call center, including monitoring with whom an agent at the agent position is presently engaged in a call and what the call is about; a processor connected to the monitoring means and responsive to receiving a request for information from the agent position, for analyzing the request within a context of with whom the agent is presently engaged and what the call is about to determine a subset of the requested information, that excludes some of the requested information, which is most relevant to who the agent is presently engaged with and to what the call is about; and means connected to the processor for presenting at least the subset of the requested information at the agent position in response to the request, including presenting the subset of the requested information in a manner that emphasizes the subset over the rest of the requested information.
Claim 28
Dependent Claim
26 words
The apparatus of claim 23 wherein: the means for presenting comprise means for displaying at least the subset of the requested information at the agent position.
Claim 29
Dependent Claim
37 words
The apparatus of claim 23 wherein: the presenting means comprise means for presenting only the subset of the requested information, without presenting the rest of the requested information, at the agent position in response to the request.
Claim 30
Dependent Claim
43 words
The apparatus of claim 23 wherein: the presenting means comprise means for presenting all of the requested information at the agent position in response to the request and highlighting the presented subset of the presented information over the rest of the presented information.
Claim 31
Dependent Claim
78 words
The apparatus of claim 23 wherein: the analyzing means comprise means responsive to receipt of a request to display contents of a directory that includes a plurality of directory entries, for analyzing the request within the context of with whom the agent is presently engaged and what the call is about to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the call is about.
Claim 32
Dependent Claim
89 words
The apparatus of claim 27 wherein: the plurality of directory entries include entries for call center agents; the apparatus further comprises means for obtaining the present "free" or "not free" status of any agents whose entries are included in the subset of the directory entries which are most relevant to the monitored activities; and the presenting means comprise means for displaying only the subset of the directory entries which are most relevant to the monitored activities and highlighting the displayed entries of any agents whose present status is "free".
Claim 33
Dependent Claim
56 words
The apparatus of claim 23 wherein: the analyzing means comprise means responsive to receipt of a request to display a list of a plurality of wrap up codes, for analyzing the request within the context of the monitored activities to determine a wrap up code from the list which is most relevant to the monitored activities.
Claim 34
Dependent Claim
35 words
The apparatus of claim 23 wherein: the monitoring means comprise means for monitoring input from an agent at the agent position; and means for monitoring information being displayed to the agent at the agent position.
Claim 35
Dependent Claim
26 words
The apparatus of claim 30 wherein: the monitoring means monitor identity of a person who is presently connected to the agent position by a telephone call.
Claim 36
Dependent Claim
56 words
The apparatus of claim 23 wherein: the analyzing means include means for analyzing the monitored activities to determine whether non-requested information is relevant to the monitored activities; and the presenting means comprise means responsive to determining that non-requested information is relevant to the monitored activities, for giving an indication of the determination at the work position.
Claim 37
Dependent Claim
24 words
The apparatus of claim 32 wherein: the means for giving an indication comprise means for presenting the relevant non-requested information at the agent position.
Claim 38
Dependent Claim
28 words
The apparatus of claim 32 wherein: the means for giving an indication comprise means for prompting an agent at the agent position to request the relevant non-requested information.
Claim 39
Dependent Claim
42 words
The apparatus of claim 32 wherein: the means for giving an indication comprise means for prompting an agent at the agent position to request the relevant non-requested information from a person who is connected to the agent position by a telephone call.
Claim 40
Dependent Claim
88 words
The apparatus of claim 23 further comprising: means for receiving information pertaining to a telephone call that is connected to subject said agent position; wherein the analyzing means include means connected to the receiving means, for analyzing the received information within the context of the monitored activities to determine whether the call should be transferred to another agent position; and the apparatus further comprising means responsive to a determination that the call should be transferred to another agent position, for transferring the call to the other agent position.
Claim 41
Dependent Claim
68 words
The apparatus of claim 36 wherein: the presenting means comprise means responsive to the determination that the call should be transferred to another agent position, for giving an indication of the determination at the subject agent position; and the transferring means comprise means responsive to receipt of a call-transfer request without indication to where the call should be transferred, for transferring the call to the other agent position.
Claim 42
Dependent Claim
71 words
The apparatus of claim 23 wherein: the analyzing means comprise means for analyzing a work state of an agent at the agent position within the context of the monitored activities to determine if the work state of the agent should be changed, and in response to determining that the work state of the agent should be changed for automatically changing the work state of the agent to a different work state.
Claim 43
Independent Claim
164 words
An apparatus for presenting information to a call center agent in a context-sensitive manner, comprising: means for monitoring an agent's input into an agent position and information being displayed to the agent at the agent position to determine with whom the agent is presently engaged in a telephone call and what the telephone call is about; a processor connected to the monitoring means and responsive to receipt of a request from the agent to display at the agent position contents of a directory that includes a plurality of directory entries, for analyzing the request within a context of with whom the agent is presently engaged and what the telephone call is about, to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the telephone call is about; and means connected to the processor, for displaying only the subset of the directory entries at the agent position in response to the request.
Claim 44
Independent Claim
164 words
An apparatus for presenting information to a call center agent in a context-sensitive manner, comprising: means for monitoring an agent's input into an agent position and information being displayed to the agent at the agent position to determine with whom the agent is presently engaged in a telephone call and what the telephone call is about; a processor connected to the monitoring means and responsive to receipt of a request from the agent to display at the agent position contents of a directory that includes a plurality of directory entries, for analyzing the request within a context of with whom the agent is presently engaged and what the telephone call is about, to determine a subset of the directory entries which are most relevant to who the agent is presently engaged with and to what the telephone call is about; and means connected to the processor, for displaying only the subset of the directory entries at the agent position in response to the request.
Claim 45
Dependent Claim
56 words
The apparatus of claim 39 wherein: the analyzing means comprise means responsive to receipt of a request to display a list of a plurality of wrap up codes, for analyzing the request within the context of the monitored activities to determine a wrap up code from the list which is most relevant to the monitored activities.
Claim 46
Independent Claim
98 words
An apparatus for presenting address directory information to a party to a communication in a context-sensitive manner, comprising: means for determining with whom the party to the communication is presently engaged in the communication; means for analyzing contents of an address directory that includes a plurality of address directory entries to determine a subset of the address directory entries which are most relevant to who the party to the communication is presently engaged with and which excludes some of the address directory entries; and presenting the subset of the address directory entries to the party to the communication.
Claim 47
Independent Claim
98 words
An apparatus for presenting address directory information to a party to a communication in a context-sensitive manner, comprising: means for determining with whom the party to the communication is presently engaged in the communication; means for analyzing contents of an address directory that includes a plurality of address directory entries to determine a subset of the address directory entries which are most relevant to who the party to the communication is presently engaged with and which excludes some of the address directory entries; and presenting the subset of the address directory entries to the party to the communication.
Claim 48
Dependent Claim
63 words
The apparatus of claim 41 further comprising means for determining present status of entities to whom correspond the address directory entries that are included in the subset of the address directory entries; and wherein the presenting means comprise means for presenting, to the party to the communication, the subset of the address directory entries along with the present status of the corresponding entities.
Claim 49
Dependent Claim
36 words
The apparatus of claim 41 wherein: the analyzing means include means for analyzing a previous-communications history of who the party to the communication is presently engaged with, to determine the subset of the address directory entries.
Claim 50
Dependent Claim
28 words
The apparatus of claim 43 wherein: the subset comprises the address directory entries of entities whom the previous-communications history identifies as having been parties to the previous communications.
References Cited (Backward Citations)
US4692817A
Cited
US5101425A
Cited
US5535323A
Cited
US5434906A
Cited
US5493692A
Cited
US5642410A
Cited
US5537470A
Cited
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2001-05-25 | 2001-11-24 | 2002-05-26 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2005-05-25 | 2005-11-24 | 2006-05-26 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2009-05-25 | 2009-11-24 | 2010-05-26 | $7700.00 | Window Closed / Lapsed |