Programmable timeline feature for communication systems

Abstract

A method of processing one or more interactions using a timeline is disclosed. Data pertaining to a plurality of omnichannel interactions is stored in a timeline record in real-time when each of the plurality of interactions occurs. Each of the plurality of interactions is associated with one or more topics and an identifier of an end customer. A request for a subset of the data that corresponds to an additional interaction of the end customer is received via an API. The subset identified in one or more parameters of the API. In response to the request, the subset of the data is provided for surfacing in a graphical user interface such that one or more representatives can make a determination of whether to accept an invitation to process the additional interaction.

What is claimed is: 
     
         1 . A system comprising:
 one or more computer processors;   one or more computer memories;   a set of instructions incorporated into the one or more computer memories, the set of instructions configuring the one or more computer processors to perform operations, the operations comprising:   storing data pertaining to a plurality of interactions in a timeline record in real-time when each of the plurality of interactions occurs, each of the plurality of interactions being associated with one or more topics and an identifier of an end customer;   receiving, via an API, a request for a subset of the data that corresponds to an additional interaction of the end customer, the subset identified in one or more parameters of the API; and   in response to the request, providing the subset of the data for surfacing in a user interface such that one or more representatives can make a determination of whether to accept an invitation to process the additional interaction.   
     
     
         2 . The system of  claim 1 , the operations further comprising:
 receiving, via that API, a request for an additional subset of the data that corresponds to the additional interaction of the customer, the request for the additional subset of the data being made in response to a detection that the one or more representatives has accepted the invitation; and   in response to the request for the additional subset, providing the additional subset of the data for surface in an additional user interface such that the one or more representatives can use the additional subset when processing the additional interaction.   
     
     
         3 . The system of  claim 2 , wherein the additional subset is selected based on one or more topics associated with the additional interaction. 
     
     
         4 . The system of  claim 2 , wherein the additional subset is selected based on data stored in a profile of the end customer. 
     
     
         5 . The system of  claim 4 , wherein the data stored in the profile of the end customer is contained in a customer data platform system that is separate from the system and identified by a reference that is added to the timeline record. 
     
     
         6 . The system of  claim 5 , wherein the reference is added to the timeline record based on an input received from a graphical user interface presented to the one or more representatives. 
     
     
         7 . The system of  claim 4 , wherein the timeline record is structured to facilitate simultaneous real-time access to the subset of the data and the data stored in the profile of the end customer for presentation in the additional user interface. 
     
     
         8 . A method comprising:
 storing data pertaining to a plurality of interactions in a timeline record in real-time when each of the plurality of interactions occurs, each of the plurality of interactions being associated with one or more topics and an identifier of an end customer;   receiving, via an API, a request for a subset of the data that corresponds to an additional interaction of the end customer, the subset identified in one or more parameters of the API; and   in response to the request, providing the subset of the data for surfacing in a user interface such that one or more representatives can make a determination of whether to accept an invitation to process the additional interaction.   
     
     
         9 . The method of  claim 8 , further comprising:
 receiving, via that API, a request for an additional subset of the data that corresponds to the additional interaction of the customer, the request for the additional subset of the data being made in response to a detection that the one or more representatives has accepted the invitation; and   in response to the request for the additional subset, providing the additional subset of the data for surface in an additional user interface such that the one or more representatives can use the additional subset when processing the additional interaction.   
     
     
         10 . The method of  claim 9 , wherein the additional subset is selected based on one or more topics associated with the additional interaction. 
     
     
         11 . The method of  claim 9 , wherein the additional subset is selected based on data stored in a profile of the end customer. 
     
     
         12 . The method of  claim 11 , wherein the data stored in the profile of the end customer is contained in a customer data platform system that is separate from the system and identified by a reference that is added to the timeline record. 
     
     
         13 . The method of  claim 12 , wherein the reference is added to the timeline record based on an input received from a graphical user interface presented to the one or more representatives. 
     
     
         14 . The method of  claim 12 , wherein the timeline record is structured to facilitate simultaneous real-time access to the subset of the data and the profile of the end customer for presentation in the additional user interface. 
     
     
         15 . A non-transitory computer-readable storage medium storing a set of instructions that, when executed by one or more computer processors, causes the one or more computer processors to perform operations, the operations comprising:
 storing data pertaining to a plurality of interactions in a timeline record in real-time when each of the plurality of interactions occurs, each of the plurality of interactions being associated with one or more topics and an identifier of an end customer;   receiving, via an API, a request for a subset of the data that corresponds to an additional interaction of the end customer, the subset identified in one or more parameters of the API; and   in response to the request, providing the subset of the data for surfacing in a user interface such that one or more representatives can make a determination of whether to accept an invitation to process the additional interaction.   
     
     
         16 . The non-transitory computer-readable storage medium of  claim 15 , the operations further comprising:
 receiving, via that API, a request for an additional subset of the data that corresponds to the additional interaction of the customer, the request for the additional subset of the data being made in response to a detection that the one or more representatives has accepted the invitation; and   in response to the request for the additional subset, providing the additional subset of the data for surface in an additional user interface such that the one or more representatives can use the additional subset when processing the additional interaction.   
     
     
         17 . The non-transitory computer-readable storage medium of  claim 16 , wherein the additional subset is selected based on one or more topics associated with the additional interaction. 
     
     
         18 . The non-transitory computer-readable storage medium of  claim 16 , wherein the additional subset is selected based on data stored in a profile of the end customer. 
     
     
         19 . The non-transitory computer-readable storage medium of  claim 17 , wherein the data stored in the profile of the end customer is contained in a customer data platform system that is separate from the system and identified by a reference that is added to the timeline record. 
     
     
         20 . The non-transitory computer-readable storage medium of  claim 19 , wherein the reference is added to the timeline record based on an input received from a graphical user interface presented to the one or more representatives.