Abstract: The method and system of the present invention include, responsive to a receipt of a customer input, customizing an agent interface menu. The customizing includes selecting a plurality of action items for the agent interface menu, and ordering the plurality or more action items in the agent interface menu. The customizing is performed using the customer input and an item of stored customer information. The method further includes presenting an item of the customer input in an agent interface. The agent interface includes the agent interface menu, a communication window, and a customer attributes display. Responsive to a selection of one of the plurality of action items, wherein the plurality of action items is presented by the agent interface menu, an input field in a form provided in support of an action selected from the agent interface menu is populated with the customer input received from the customer interface.

Abstract: A method is disclosed. The method includes monitoring a user interface for a data item delivery request. In response to receipt of the data item delivery request, a data type for a data item selected for a delivery is determined, and a schema for performing the delivery is selected. Content of the data item for the delivery is selected, and the content is sent using the schema. The delivery is recorded in an activity log.

Abstract: A method is disclosed. The method includes performing a first search in response to initiating a communication session between an agent and a customer. The first search is performed using first data, attributes of a service interaction, and second data. The first data represents a second search requested by the customer, and the second data represents items viewed by the customer from among first results of the second search. Second results of the first search are displayed.

Abstract: 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.

Abstract: A method is disclosed. The method includes performing a first search in response to initiating a communication session between an agent and a customer. The first search is performed using first data, attributes of a service interaction, and second data. The first data represents a second search requested by the customer, and the second data represents items viewed by the customer from among first results of the second search. Second results of the first search are displayed.

Abstract: The method and system of the present invention include, responsive to a receipt of a customer input, customizing an agent interface menu. The customizing includes selecting a plurality of action items for the agent interface menu, and ordering the plurality or more action items in the agent interface menu. The customizing is performed using the customer input and an item of stored customer information. The method further includes presenting an item of the customer input in an agent interface. The agent interface includes the agent interface menu, a communication window, and a customer attributes display. Responsive to a selection of one of the plurality of action items, wherein the plurality of action items is presented by the agent interface menu, an input field in a form provided in support of an action selected from the agent interface menu is populated with the customer input received from the customer interface.

Abstract: The method and system of the present invention include, responsive to a receipt of a customer input, customizing an agent interface menu. The customizing includes selecting a plurality of action items for the agent interface menu, and ordering the plurality or more action items in the agent interface menu. The customizing is performed using the customer input and an item of stored customer information. The method further includes presenting an item of the customer input in an agent interface. The agent interface includes the agent interface menu, a communication window, and a customer attributes display. Responsive to a selection of one of the plurality of action items, wherein the plurality of action items is presented by the agent interface menu, an input field in a form provided in support of an action selected from the agent interface menu is populated with the customer input received from the customer interface.

Abstract: 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.

Abstract: 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.

Abstract: A method is disclosed. The method includes monitoring a user interface for a data item delivery request. In response to receipt of the data item delivery request, a data type for a data item selected for a delivery is determined, and a schema for performing the delivery is selected. Content of the data item for the delivery is selected, and the content is sent using the schema. The delivery is recorded in an activity log.

Abstract: 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.

Abstract: The method and system of the present invention include, responsive to a receipt of a customer input, customizing an agent interface menu. The customizing includes selecting a plurality of action items for the agent interface menu, and ordering the plurality or more action items in the agent interface menu. The customizing is performed using the customer input and an item of stored customer information. The method further includes presenting an item of the customer input in an agent interface. The agent interface includes the agent interface menu, a communication window, and a customer attributes display. Responsive to a selection of one of the plurality of action items, wherein the plurality of action items is presented by the agent interface menu, an input field in a form provided in support of an action selected from the agent interface menu is populated with the customer input received from the customer interface.

Abstract: A method is disclosed. The method includes performing a first search in response to initiating a communication session between an agent and a customer. The first search is performed using first data, attributes of a service interaction, and second data. The first data represents a second search requested by the customer, and the second data represents items viewed by the customer from among first results of the second search. Second results of the first search are displayed.