Customer Service Workspace with Tabbed Context
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Solution Overview
Problem
Customer service agents face inefficiencies in managing customer service issues due to the need to navigate through multiple pages and forms, leading to delays in providing service.
Innovation Solution
A graphical user interface workspace that provides a single page or screen for customer service records, allowing for collapsible form sections, context-aware navigation, and simultaneous viewing of relevant details, reducing the need for scrolling and back-and-forth navigation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional multi-page forms are used to display customer service information, then information can be organized in structured fields, but agents must navigate through multiple pages and perform substantial scrolling to access relevant information
Solution Approach 1:
The patent combines multiple pages and forms into a single consolidated workspace that displays customer service information, related records, and action buttons all in one view. This merging eliminates the need for agents to navigate between multiple pages, directly reducing navigation time while maintaining organized information display through sections and tabs within the unified workspace.
2Loss of information
If detailed customer service information is displayed across multiple forms, then comprehensive data can be presented, but agents must navigate back and forth between forms increasing operational complexity
Solution Approach 1:
The patent segments the consolidated workspace into distinct sections (customer information section, related records section, action buttons section) and uses collapsible form sections within each area. This segmentation allows comprehensive information to be displayed in an organized manner while reducing navigation complexity, as all segments are accessible within the single workspace without requiring agents to switch between separate forms.
3Adaptability or versatility
If traditional workspace navigation is used with multiple pages and tabs, then information can be categorized, but substantial scrolling and pointer-device movements are required to access relevant data
Solution Approach 1:
The patent transitions from a vertical scrolling multi-page layout to a horizontal dimension layout where related records are displayed in a horizontal list view with thumbnails, and action buttons are positioned in a contextual toolbar. This dimensional change allows categorized information to be displayed side-by-side rather than requiring vertical scrolling through multiple pages, significantly increasing the speed of accessing customer service data while maintaining adaptability through collapsible sections.
Data Source
AI summary
A workspace system includes a non-transitory, machine-readable medium and one or more processors that executes instructions stored in the non-transitory, machine-readable media to perform operations. The operations include generating a list of records in a workspace, wherein the list provides the records in a card layout and a table layout. The operations also include receiving a selection of at least one record from the list. The operations further include generating at least one tab in the workspace based at least on the selection of the at least one record. The operations also include generating tab content associated with the at least one tab, wherein the tab content provides a ribbon container and includes one or more form sections configured in columns in the workspace.