Providing interface support for application workspace persistence
The method and system of the present invention include recording a first transition by an agent interface between a first session and a second session of a plurality of sessions in a communication utility. The first transition is recorded in a transition record. Responsive to receipt of a request to initiate a third session by the communication utility, a transition frequency is determined using the transition record. Whether to accept the request to initiate the third session is determined using the transition frequency, and the request to initiate the third session is accepted.
1. A method, comprising:
establishing a first communication session via an agent interface, wherein
the first communication session supports communications between an agent and a first customer, and
the agent interface identifies information regarding the first customer;
establishing a second communication session via the agent interface, wherein
the second communication session is established while the first communication session is ongoing,
the second communication session supports communications between the agent and the second customer, and
the agent interface identifies information regarding the second customer; and
responsive to receipt of an event received via the agent interface,
in response to the event being a transition request, processing the transition request, wherein
the processing the transition request comprises
recording a status of the agent interface for a current communication session, wherein
the current communication session is one of the first communication session and the second communication session,
performing a transition between the current communication session and the other of the first communication session and the second communication session,
logging the transition in a transition log, and
restoring the status of the agent interface for the other of the first communication session and the second communication session.
2. The method of claim 1 , further comprising:
responsive to receipt of a request to initiate a third communication session, processing a new session request.
3. The method of claim 2 , wherein the processing the new session request comprises:
determining whether to accept the request, wherein
the determining uses a transition frequency.
4. The method of claim 3 , wherein the processing the new session request further comprises:
in response to a determination that the request should be accepted,
initiating the third communication session.
5. The method of claim 1 , further comprising:
responsive to receipt of an event,
in response to the event being a transmission request, processing a transmission, and
in response to the event being a closure request, processing a session closure.
6. The method of claim 5 , wherein the processing the transmission comprises:
determining whether the transmission is for an active communication session, wherein
the active communication session is a session for which data is currently displayed in the agent interface;
in response to the transmission being for the active communication session,
displaying the transmission in an active window in the agent interface, wherein
the active communication session is displayed in the active window; and
in response to the transmission being for a communication session other than the active communication session,
displaying an incoming transmission alert in the agent interface.
7. The method of claim 5 , wherein the processing the session closure comprises:
calculating an agent efficiency, wherein
the agent efficiency is calculated based, at least in part, on transition information recorded in the transition log;
reporting the agent efficiency; and
removing a session indicator from the agent interface.
8. The method of claim 1 , further comprising:
calculating an agent efficiency, wherein
the agent efficiency is calculated based, at least in part, on information logged in the transition log; and
reporting the agent efficiency.
9. The method of claim 1 , wherein
the agent interface comprises a plurality of display controls, and
each of the plurality of display controls represents a corresponding one of a plurality of communication sessions.
10. The method of claim 9 , further comprising:
receiving a message, wherein
the message is associated with a corresponding communication session of a plurality of communication sessions; and
visually adjusting a display control of the plurality of display controls, wherein
the display control is associated with the corresponding communication session, and
the visually adjusting indicates the presence of the message.
11. The method of claim 10 , wherein
the message is reviewed by passing a mouse pointer over the display control.
12. The method of claim 9 , further comprising:
navigating between ones of the plurality of communication sessions using the agent interface, wherein
the plurality of display controls comprises a plurality of screen tabs, and
each of plurality of communication sessions is represented by one of the plurality of screen tabs.
13. The method of claim 1 , wherein
each of a plurality of communication sessions support a corresponding one of a plurality of communications between the agent and one of a plurality of customers by virtue of the each of the plurality of communication sessions being conducted in a corresponding one of a plurality of persistent workspaces,
the plurality of communication sessions are conducted in parallel and comprise the first communication session and the second communication session, and
the plurality of customers comprise the first customer and the second customer.
14. A computer program product comprising:
a plurality of instructions, comprising
a first set of instructions, executable on a computer system, configured to establish a first communication session via an agent interface, wherein
the first communication session supports communications between an agent and a first customer, and
the agent interface identifies information regarding the first customer,
a second set of instructions, executable on the computer system, configured to establish a second communication session via the agent interface, wherein
the second communication session is established while the first communication session is ongoing,
the second communication session supports communications between the agent and the second customer, and
the agent interface identifies information regarding the second customer, and
a third set of instructions, executable on the computer system, configured to, in response to receipt of an event that is a transition request, process the transition request, wherein
the event is received via the agent interface, and
the third set of instructions comprises
a first subset of instructions, executable on the computer system, configured to record a status of the agent interface for a current communication session, wherein
the current communication session is one of the first communication session and the second communication session,
a second subset of instructions, executable on the computer system, configured to perform a transition between the current communication session and the other of the first communication session and the second communication session,
a third subset of instructions, executable on the computer system, configured to log the transition in a transition log, and
a fourth subset of instructions, executable on the computer system, configured to restore the status of the agent interface for the other of the first communication session and the second communication session; and
a non-transitory computer-readable storage medium, wherein the instructions are encoded in the non-transitory computer-readable storage medium.
15. The computer program product of claim 14 , wherein the instructions further comprise:
a fourth set of instructions, executable on the computer system, configured to receive a message, wherein
the agent interface comprises a plurality of display controls,
each of the plurality of display controls represents a corresponding one of a plurality of communication sessions, and
the message is associated with a corresponding communication session of a plurality of communication sessions; and
a fifth set of instructions, executable on the computer system, configured to visually adjust a display control of the plurality of display controls, wherein
the display control is associated with the corresponding communication session, and
the visually adjusting indicates the presence of the message.
16. The computer program product of claim 14 , wherein the instructions further comprise:
a fourth set of instructions, executable on the computer system, configured to navigate between ones of the plurality of communication sessions using the agent interface, wherein
the agent interface comprises a plurality of display controls,
each of the plurality of display controls represents a corresponding one of a plurality of communication sessions,
the plurality of display controls comprises a plurality of screen tabs, and
each of plurality of communication sessions is represented by one of the plurality of screen tabs.
17. The computer program product of claim 14 , wherein the instructions further comprise:
a fourth set of instructions, executable on the computer system, configured to, in response to receipt of an event that is a transmission request, process a transmission, wherein
the fourth set of instructions comprises
a first subset of instructions, executable on the computer system, configured to determine whether the transmission is for an active communication session, wherein
the active communication session is a session for which data is currently displayed in the agent interface, and
a second subset of instructions, executable on the computer system, configured to
in response to the transmission being for the active communication session,
display the transmission in an active window in the agent interface, wherein
the active communication session is displayed in the active window, and
in response to the transmission being for a communication session other than the active communication session,
display an incoming transmission alert in the agent interface.
18. The computer program product of claim 14 , wherein the instructions further comprise:
a fourth set of instructions, executable on the computer system, configured to, in response to receipt of an event that is a closure request, process a session closure, wherein the fourth set of instructions comprises
a first subset of instructions, executable on the computer system,
configured to calculate an agent efficiency, wherein
the agent efficiency is calculated based, at least in part, on transition information recorded in the transition log,
a second subset of instructions, executable on the computer system, configured to report the agent efficiency, and
a third subset of instructions, executable on the computer system, configured to remove a session indicator from the agent interface.
19. The computer program product of claim 14 , wherein the instructions further comprise:
a fourth set of instructions, executable on the computer system, configured to calculate an agent efficiency, wherein
the agent efficiency is calculated based, at least in part, on information logged in the transition log; and
a fifth set of instructions, executable on the computer system, configured to report the agent efficiency.
20. A computer system comprising:
one or more processors;
a non-transitory computer-readable storage medium coupled to the one or more processors; and
a plurality of instructions, encoded in the computer-readable storage medium and configured to cause the one or more processors to
establish a first communication session via an agent interface, wherein
the first communication session supports communications between an agent and a first customer, and
the agent interface identifies information regarding the first customer,
establish a second communication session via the agent interface, wherein
the second communication session is established while the first communication session is ongoing,
the second communication session supports communications between the agent and the second customer, and
the agent interface identifies information regarding the second customer, and
in response to receipt of an event that is a transition request, process the transition request, wherein
the event is received via the agent interface, and
the instructions configured to cause the one or more processors to process the transition request comprise instructions configured to cause the one or more processors to
record a status of the agent interface for a current communication session, wherein
the current communication session is one of the first communication session and the second communication session,
perform a transition between the current communication session and the other of the first communication session and the second communication session,
log the transition in a transition log, and
restore the status of the agent interface for the other of the first communication session and the second communication session.