Abstract: An agent or customer representative can use a graphical user interface (GUI) when the agent is in contact with one or more customers. In a computer-implemented method for providing navigational aids to the GUI for an interaction center, the method can include displaying the GUI with a work area for an agent and a navigation area. The navigation area can include a standard section with multiple links defined for the agent at a supervisory level and a personalized section of the navigation bar. The personalized section can include one or more links selected by the agent at an agent level from a list of links compiled for the agent in the supervisory level.

Abstract: Certain implementations of the invention are suitable for use in customer support systems where a service agent and a customer communicate via an interactive chat session. The computer system used by the service agent is capable of providing a graphical user interface (GUI) that displays at least a portion of the chat session in a reserved area. The service agent is able to view the messages of interactive chat session in a reserved area while viewing various task windows that ordinarily cover or replace the chat session window in the work area of the computer system's graphic user interface.

Abstract: Various implementations for a common message area for a customer interaction center user interface are provided. One implementation provides presenting, on an interaction center agent display device, a single user interface panel having, firstly, a work area that displays information pertaining to a particular customer with whom an interaction center agent is interacting, and secondly, a common message area for displaying electronic messages to be viewed by one or more interaction center agents.

Abstract: One embodiment of the invention provides a graphical user interface (GUI) for use by a designer in preparing a translation of a script that may later be displayed to and read by a user during an interactive session with another person. In this embodiment, the GUI includes first and second sets of script areas. The first set of script areas are each capable of providing a textual display of a distinct portion of the script in a first language. The second set of script areas are each capable of providing a textual display of a distinct portion of the script in a second language. Each script area in the first set has a spatial relationship with a script area in the second set that corresponds to the same distinct portion of the script.

Abstract: An agent or customer reprehensive of a business may require a system to monitor communications with one or more customers. In one implementation, the system may include a graphical user interface for the agent, statistics relating to the agent's contact with one or more customers, and an indicator in the graphical user interface. The indicator may include a work status of the agent and an amount of time an agent spends in the work status. The statistics may include the work status of the agent and the amount of time the agent spends in the work status.

Abstract: Systems and techniques are described for a computer program product that can provide an interaction center (IC) manager's graphical user interface on an interconnected display device. The graphical user interface includes an overview area displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored and a detailed area displaying a list of each of the user-selected group of interaction center agents being monitored and further displaying for each of the listed agents at least one user-selected monitored statistic relating to the listed agents.