公开(公告)号：US20060233348A1

公开(公告)日：2006-10-19

申请号：US11115845

申请日：2005-04-26

Applicant: Kim Cooper

Inventor： Kim Cooper

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  G06Q10/06375 ,  G06Q10/06398 ,  H04M2201/12 ,  H04M2201/36

Abstract: An embodiment of a system for optimizing agent performance includes a listener subsystem configured to acquire statistics from at least one contact center data source, and an application subsystem configured to receive said statistics from said listener subsystem. The application subsystem is further to calculate performance metrics based on the statistics, associate the performance metrics with a scorecard, and transmit data representative of the scorecard to a client for real-time presentation of the scorecard for consideration by a user using the client. The scorecard includes the performance metrics. The system is configured in a service-oriented architecture. In some embodiments, web services are used to acquire the statistics from the contact center data source.

Abstract translation: 用于优化代理性能的系统的实施例包括被配置为从至少一个联络中心数据源获取统计信息的侦听器子系统和被配置为从所述侦听器子系统接收所述统计信息的应用子系统。 应用子系统进一步基于统计量来计算性能度量，将性能度量与记分卡相关联，并将表示记分卡的数据传送到客户端，以便实时显示记分卡，以供使用客户端的用户考虑。 记分卡包括绩效指标。 系统配置在面向服务的体系结构中。 在一些实施例中，web服务用于从联络中心数据源获取统计信息。

公开(公告)号：US20060233121A1

公开(公告)日：2006-10-19

申请号：US11386182

申请日：2006-03-21

Applicant: Kim Cooper

Inventor： Kim Cooper

IPC: H04Q11/00

CPC classification number: H04M3/5175 ,  G06Q10/04 ,  G06Q10/06 ,  G06Q10/06398 ,  G06Q30/02 ,  G06Q30/0203

Abstract: An embodiment of a system for optimizing agent performance includes a data collector configured to receive data representative of contact center statistics from a contact center and to use the statistics to calculate performance metrics. The system also includes a presentation module configured to provide data representative of the performance metrics to a client device configured to present the performance metrics for consideration by an agent associated with the contact center. The performance metrics are representative of agent performance in relation to at least one predefined performance threshold. In certain embodiments, the statistics include a customer satisfaction survey score that is based on actual feedback received from a customer. In certain embodiments, the performance metrics are provided to the client device in real time or near real time.

Abstract translation: 用于优化代理性能的系统的实施例包括被配置为从联络中心接收表示联络中心统计数据的数据的数据收集器，并且使用统计来计算性能度量。 所述系统还包括呈现模块，所述呈现模块被配置为将表示所述性能度量的数据提供给被配置为呈现所述性能度量的客户端设备，以供与所述联络中心相关联的代理考虑。 性能指标代表与至少一个预定义的性能阈值相关的代理性能。 在某些实施例中，统计数据包括基于从客户接收的实际反馈的客户满意度调查分数。 在某些实施例中，性能度量被实时或接近实时地提供给客户端设备。

公开(公告)号：US20070170339A1

公开(公告)日：2007-07-26

申请号：US11640588

申请日：2006-12-18

Applicant: Kim Cooper

Inventor： Kim Cooper

IPC: A47B97/04

CPC classification number: A47K3/004 ,  A47K3/001

Abstract: A mechanism for supporting writing and reading materials in a bath that comprise a base member that has a weighted bottom to support the mechanism; a vertically extending pole member extending upward from the base; a horizontal bar member affixed at a swivel to the top of the vertically extending pole members; a second horizontal bar member pivotally affixed to the first horizontal bar member; and a support table affixed to the second horizontal bar member. The mechanism has a spring clip that can be placed anywhere across the support table to secure reading material. This allows the mechanism to be used even when it is inverted.

Abstract translation: 一种用于支持书写和阅读材料的机构，其包括具有加权底部以支撑机构的基座构件; 从基座向上延伸的垂直延伸的极构件; 固定在垂直延伸的杆件顶部的水平杆件上; 枢转地固定到第一水平杆构件的第二水平杆构件; 以及固定在第二横杆上的支撑台。 该机构具有弹簧夹，可以放置在支撑台上的任何地方，以确保阅读材料。 这允许机构即使在反转时也可以使用。

公开(公告)号：US20060233349A1

公开(公告)日：2006-10-19

申请号：US11115846

申请日：2005-04-26

Applicant: Kim Cooper

Inventor： Kim Cooper

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M2201/12 ,  H04M2201/36

Abstract: An embodiment of a computer-implemented user-interface includes a display of performance metrics indicative of a performance level of a contact center agent, a display of at least one performance threshold, the performance level of the agent being displayed in relation to the performance threshold, and a visual indication of the performance threshold being associated with at least one contribution level of the contact center agent to a contact center. In some embodiments, the display of the performance metrics and the display of the performance threshold are in the form of at least one graphical performance gauge.

Abstract translation: 计算机实现的用户界面的实施例包括指示联络中心代理的性能级别的性能度量的显示，至少一个性能阈值的显示，所显示的代理的性能水平相对于性能阈值 以及与联络中心代理至少一个贡献级别与联络中心相关联的性能阈值的可视指示。 在一些实施例中，性能度量的显示和性能阈值的显示是至少一个图形性能量表的形式。

公开(公告)号：US11284749B2

公开(公告)日：2022-03-29

申请号：US11640588

申请日：2006-12-18

Applicant: Kim Cooper

Inventor： Kim Cooper

IPC: A47K3/00 ,  F16M11/00

Abstract: A system and method for a device for supporting writing and reading materials such as books that are held with a spring loaded clip so the user may view the materials in the inverted position while they are in the bath tub or relaxing in bed whereby the user may orientate the device for a more comfortable view as well as fold up the device to place it in storage.

公开(公告)号：US20050160525A1

公开(公告)日：2005-07-28

申请号：US10770835

申请日：2004-01-28

Applicant: Kim Cooper

Inventor： Kim Cooper

IPC: A47K3/00

CPC classification number: A47K3/004 ,  A47K3/001

Abstract: A mechanism for support writing and reading materials in a bath comprising: a base member having an arced bottom to support the mechanism; a vertically extending pole member extending upward from the base; a horizontal bar member affixed at a swivel to the top of the vertically extending pole members; a second horizontal bar member pivotally affixed to the first horizontal bar member; and a support table affixed to the second horizontal bar member.

Abstract translation: 一种用于支撑在浴中书写和阅读材料的机构，包括：具有拱形底部以支撑所述机构的基座构件; 从基座向上延伸的垂直延伸的极构件; 固定在垂直延伸的杆件顶部的水平杆件上; 枢转地固定到第一水平杆构件的第二水平杆构件; 以及固定在第二横杆上的支撑台。