Contact Center GUI for Multi-Channel Session Management
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Solution Overview
Problem
Contact center agents face challenges in managing multiple communication sessions across various channels, leading to information overload and decreased productivity due to the need for real-time attention across voice, email, chat, and SMS channels, with existing solutions failing to provide an intuitive and easy-to-use interface for accessing relevant information.
Innovation Solution
A graphical user interface (GUI) is divided into panes that allow agents to select and manage communication sessions, providing detailed information about each session, including status updates, to facilitate quick access and minimize training time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If multiple display monitors are used to present detailed information about each communication session, then information completeness is improved, but device complexity and cost increase
Solution Approach 1:
The graphical user interface is divided into multiple panes, with a first pane displaying summary information about multiple communication sessions and a second pane displaying detailed information about a selected session. This segmentation allows comprehensive information presentation while maintaining a single display monitor.
Solution Approach 2:
The interface transitions from a two-dimensional spread of multiple monitors to a multi-layered single-monitor layout where the first pane provides an overview and the second pane provides depth when needed. This dimensional reorganization consolidates information display into one monitor while preserving information completeness.
2Loss of information
If detailed information about multiple communication sessions is presented simultaneously, then information completeness is improved, but ease of operation deteriorates due to information overload
Solution Approach 1:
The interface separates information into a first pane showing concise summary data for multiple sessions and a second pane for detailed viewing. This segmentation prevents information overload by presenting only essential information in the main view while keeping detailed information accessible on demand.
Solution Approach 2:
Different parts of the interface provide different levels of information density. The first pane uses a condensed format with key metrics for quick scanning, while the second pane provides expanded details when the agent needs them. This local variation in information quality optimizes both completeness and ease of operation.
3Device complexity
If a single display monitor is used to present information about multiple communication sessions, then device complexity is reduced, but information accessibility deteriorates due to crowded display
Solution Approach 1:
The single monitor display is segmented into functional panes with clear visual hierarchy. The first pane displays communication session summaries in a compact grid format, while the second pane provides detailed information. This segmentation organizes information spatially to improve accessibility within the constraints of a single monitor.
Solution Approach 2:
The interface allows dynamic switching between viewing summary information in the first pane and detailed information in the second pane. Agents can quickly toggle between views based on their current needs, making information accessible despite the single-monitor constraint.
4Adaptability or versatility
If multiple communication sessions are managed simultaneously across different channels, then adaptability is improved, but ease of operation deteriorates due to real-time attention requirements
Solution Approach 1:
The interface segments communication sessions by channel type and status, allowing agents to quickly identify which sessions require attention. Summary information in the first pane is organized to highlight urgent items, while detailed information in the second pane provides context for complex interactions across different channels.
Solution Approach 2:
The interface provides visual feedback about the status of each communication session, allowing agents to monitor multiple channels simultaneously without needing to actively manage each one. Status indicators and summary information give immediate feedback about which sessions need attention, reducing the cognitive load of multi-channel management.
Data Source
AI summary
A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (“GUI”) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.