US 11,907,878 B2
System and method of running an agent guide script-flow in an employee desktop web client
Raymond Campbell, Belfast (IE)
Assigned to VERINT SYSTEMS UK LIMITED, Weybridge (GB)
Filed by Verint Systems UK Limited, Weybridge (GB)
Filed on Feb. 19, 2021, as Appl. No. 17/180,417.
Application 17/180,417 is a continuation of application No. 15/217,188, filed on Jul. 22, 2016, granted, now 10,943,200.
Claims priority of application No. 16177308 (EP), filed on Jun. 30, 2016.
Prior Publication US 2021/0174286 A1, Jun. 10, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. G06Q 10/06 (2023.01); G06Q 10/0631 (2023.01); G06Q 30/016 (2023.01); H04L 67/02 (2022.01)
CPC G06Q 10/06316 (2013.01) [G06Q 30/016 (2013.01); H04L 67/02 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method of running an agent guide script-flow for an agent in a web client application, the method comprising:
initializing a graphical user interface in the web client application, wherein the graphical user interface integrates through a network with a remote client server;
presenting, to the agent, on the graphical user interface in the web client application, an engagement management screen including a voice in button and a case menu, wherein selecting, by the agent, the voice in button causes the web client application to initiate a verbal interaction for the agent with a client, further wherein the case menu provides a plurality of case management options;
selecting, by the agent, the voice in button in the graphical user interface to initiate for the agent the verbal interaction with the client through the web client application;
accessing an online transactional process (OLTP) database after the verbal interaction is initiated, wherein the OLTP database includes data required for case manipulation and execution;
extracting interaction data from the OLTP database for the verbal interaction to determine an agent guide script-flow associated with the interaction data from a script-flow application on the remote client server;
displaying in the graphical user interface in the web client application the determined agent guide script-flow to the agent, when an agent guide script-flow associated with the interaction data for the verbal interaction exists, wherein the agent guide script-flow is received by the web client application from the script-flow service application on the remote client server; and
completing the verbal interaction with the client with or without the agent guide script-flow on the graphical user interface, wherein the agent completes the verbal interaction without the agent guide script-flow if one for the interaction data does not exist.