公开(公告)号：US08275811B2

公开(公告)日：2012-09-25

申请号：US10306248

申请日：2002-11-27

申请人： Gregory S. Reid ,  Timothy Ringo ,  David P. Lane ,  Elizabeth H. Lian ,  Daniel C. Farrell ,  Craig Fenton ,  Elise Shearing ,  Randy Bell ,  Sevasti Wong ,  Anthony Lingham ,  Audrey Forrester ,  S. William Ives

发明人： Gregory S. Reid ,  Timothy Ringo ,  David P. Lane ,  Elizabeth H. Lian ,  Daniel C. Farrell ,  Craig Fenton ,  Elise Shearing ,  Randy Bell ,  Sevasti Wong ,  Anthony Lingham ,  Audrey Forrester ,  S. William Ives

IPC分类号： G06F17/30

CPC分类号： G06Q30/02

摘要： A contact center system features: testing comprehension of informational messages with a quiz; capturing insight of users having a KPI score above a threshold by having them describe why they perform so well; dynamically ordering issue solutions by re-ranking the solutions periodically based on recency and frequency; integrating information used by a contact center representative while online with a customer and information for use when not online; storing content in a telecommunications industry taxonomy; directing feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application and reference material that is context-appropriate; enforcing completion of templates when creating a content item to be published; ensuring a group of templates are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

摘要翻译： 联络中心系统特点：通过测验对信息消息进行测试理解; 通过让他们描述为什么他们表现如此出色，从而获取KPI得分高于阈值的用户的洞察力; 通过基于新近度和频率周期性地重新排列解决方案来动态排序问题解决方案; 将联系中心代表使用的信息与在线客户和不在线时使用的信息进行整合; 将内容存储在电信行业分类中; 将内容项目的反馈指向该内容的正确的所有者/管理者; 使用解决方案分类法传达解决方案信息; 显示具有上下文相关的CRM应用和参考资料的双重信息系统; 在创建要发布的内容项时强制完成模板; 确保一组模板在发布之前已经完成; 并使用连续的搜索功能在联络中心系统门户中进行搜索。

公开(公告)号：US07200614B2

公开(公告)日：2007-04-03

申请号：US10306577

申请日：2002-11-27

申请人： Gregory S Reid ,  Timothy Ringo ,  David P Lane ,  Elizabeth H Lian ,  Daniel C Farrell ,  Craig Fenton ,  Elise Shearing ,  Randy Bell ,  Sevasti Wong ,  Anthony Lingham ,  Audrey Forrester

发明人： Gregory S Reid ,  Timothy Ringo ,  David P Lane ,  Elizabeth H Lian ,  Daniel C Farrell ,  Craig Fenton ,  Elise Shearing ,  Randy Bell ,  Sevasti Wong ,  Anthony Lingham ,  Audrey Forrester

IPC分类号： G06F17/30

CPC分类号： G09B7/00 ,  Y10S707/99945 ,  Y10S707/99948

摘要： A dual information system for a representative of a contact center includes a first set of information directed for reference by the representative while the representative is online with a customer and a second set of information directed for reference or capability enhancement by the representative while the representative is offline from customers wherein the second set of information includes information automatically directed to the representative based on the representative's online contact with the customer. One of these sets of information may enhance role-based capabilities of the representative.

摘要翻译： 用于联络中心的代表的双重信息系统包括第一组信息，供代理人参考，代表与客户在线，第二组信息指导代表参考或提高能力，而代表为 从客户离线，其中第二组信息包括基于代表与客户的在线联系自动指向代表的信息。 这些信息之一可以增强代表的基于角色的能力。

公开(公告)号：US07395499B2

公开(公告)日：2008-07-01

申请号：US10306026

申请日：2002-11-27

申请人： David P. Lane ,  Gregory S. Reid ,  Timothy A. Ringo ,  Elizabeth H. Lian ,  Daniel C. Farrell ,  Craig Fenton ,  Elise Clarke ,  Randy Bell ,  Sevasti Wong ,  Anthony Lingham ,  Audrey Forrester

发明人： David P. Lane ,  Gregory S. Reid ,  Timothy A. Ringo ,  Elizabeth H. Lian ,  Daniel C. Farrell ,  Craig Fenton ,  Elise Clarke ,  Randy Bell ,  Sevasti Wong ,  Anthony Lingham ,  Audrey Forrester

IPC分类号： G06F17/00

CPC分类号： G06F17/30899

摘要： New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

摘要翻译： 联络中心系统的新功能包括：通过测验测试用户对信息消息的理解; 通过让这些用户提交关于他们为什么表现如此出色的信息，获取KPI得分高于阈值的上级用户的洞察力; 通过基于新近度和频率周期性地重新排列解决方案来动态地排序问题的解决方案; 集成信息供联络中心代表在线与客户联系以供在线使用时使用; 将内容项目存储在电信行业分类中; 将内容项目的用户反馈引导到该内容的正确的所有者/管理者; 使用解决方案分类法传达解决方案信息; 显示具有CRM应用程序的双重信息系统以及适合上下文的参考资料; 在创建要发布的内容项时强制完成一组模板; 确保一组内容项目的模板在发布之前已经完成; 并使用连续的搜索功能在联络中心系统门户中进行搜索。

公开(公告)号：US20050014116A1

公开(公告)日：2005-01-20

申请号：US10305811

申请日：2002-11-27

申请人： Gregory Reid ,  Timothy Ringo ,  David Lane ,  Elizabeth Lian ,  Daniel Farrell ,  Craig Fenton ,  Elise Shearing ,  Randy Bell ,  Sevasti Wong ,  Anthony Lingham ,  Audrey Forrester

发明人： Gregory Reid ,  Timothy Ringo ,  David Lane ,  Elizabeth Lian ,  Daniel Farrell ,  Craig Fenton ,  Elise Shearing ,  Randy Bell ,  Sevasti Wong ,  Anthony Lingham ,  Audrey Forrester

IPC分类号： G09B7/00 ,  G09B3/00

CPC分类号： G09B7/00

摘要： New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

摘要翻译： 联络中心系统的新功能包括：通过测验测试用户对信息消息的理解; 通过让这些用户提交关于他们为什么表现如此出色的信息，获取KPI得分高于阈值的上级用户的洞察力; 通过基于新近度和频率周期性地重新排列解决方案来动态地排序问题的解决方案; 集成信息供联络中心代表在线与客户联系以供在线使用时使用; 将内容项目存储在电信行业分类中; 将内容项目的用户反馈引导到该内容的正确的所有者/管理者; 使用解决方案分类法传达解决方案信息; 显示具有CRM应用程序的双重信息系统以及适合上下文的参考资料; 在创建要发布的内容项时强制完成一组模板; 确保一组内容项目的模板在发布之前已经完成; 并使用连续的搜索功能在联络中心系统门户中进行搜索。