公开(公告)号：US07778398B2

公开(公告)日：2010-08-17

申请号：US11095392

申请日：2005-03-31

申请人： Scott M. Berger ,  Matt Heacock

发明人： Scott M. Berger ,  Matt Heacock

IPC分类号： H04M11/00 ,  H04M15/00 ,  G06F17/00 ,  G06F17/20 ,  G06F17/28

CPC分类号： H04M3/5191 ,  H04M2203/2011

摘要： Methods, systems, and products are disclosed for creating a record with a customer. One method receives at a communication center a request for support from the customer. A data field is presented to an agent for entry of information identifying the customer. A menu of options is presented that allows the agent to make selections describing the customer's request for support. A preformatted note is populated with selections received from the agent. The preformatted note has fields corresponding to the menu of options, with the preformatted note formed by populating a particular field with the corresponding selection by the agent. The preformatted note is stored as the record of the customer's request for support, wherein the preformatted note has a standardized format regardless of the agent.

摘要翻译： 披露了与客户创建记录的方法，系统和产品。 一种方法在通信中心接收来自客户的支持请求。 将数据字段呈现给代理以输入识别客户的信息。 提供了一个选项菜单，允许代理人选择描述客户的支持请求。 预先格式化的笔记填充有从代理收到的选择。 预格式化笔记具有与选项菜单相对应的字段，其中通过用代理对相应选择填充特定字段形成预格式化笔记。 预格式化的笔记存储为客户的支持请求的记录，其中预格式化的笔记具有标准化的格式，而不管代理。

公开(公告)号：US20090076871A1

公开(公告)日：2009-03-19

申请号：US11855132

申请日：2007-09-13

申请人： Matt Heacock

发明人： Matt Heacock

IPC分类号： G05B19/02

CPC分类号： G06Q10/00 ,  G06Q10/063 ,  G06Q10/06316 ,  G06Q30/016 ,  G06Q30/06

摘要： Methods and systems handle interactions relating to customer accounts by determining the status of existing trouble tickets and then taking an action on behalf of a customer service agent based on the determined status. If no trouble tickets are currently unclosed for the customer account, then a new trouble ticket is opened. If only one trouble ticket is unclosed for the customer account, then the one trouble ticket is statused for the agent. If multiple trouble tickets are unclosed for the customer account, then those unclosed tickets are displayed within a list for selection by the agent. The list may provide the agent with the option to select a new trouble ticket should the existing trouble tickets not be applicable to the current interaction with the customer.

摘要翻译： 方法和系统通过确定现有故障单的状态，然后根据确定的状态代表客户服务代理采取行动来处理与客户帐户相关的交互。 如果客户帐户目前未关闭故障单，则会打开新的故障单。 如果客户帐户只有一张故障单未关闭，则代理商将显示一张故障单。 如果客户帐户没有关闭多个故障单，那么这些未关闭的票据将显示在列表中，供代理人选择。 如果现有的故障单不适用于当前与客户的交互，该列表可以向代理提供选择新的故障单的选项。

公开(公告)号：US20060126818A1

公开(公告)日：2006-06-15

申请号：US11095392

申请日：2005-03-31

申请人： Scott Berger ,  Matt Heacock

发明人： Scott Berger ,  Matt Heacock

IPC分类号： H04M3/00

CPC分类号： H04M3/5191 ,  H04M2203/2011

摘要： Methods, systems, and products are disclosed for creating a record with a customer. One method receives at a communication center a request for support from the customer. A data field is presented to an agent for entry of information identifying the customer. A menu of options is presented that allows the agent to make selections describing the customer's request for support. A preformatted note is populated with selections received from the agent. The preformatted note has fields corresponding to the menu of options, with the preformatted note formed by populating a particular field with the corresponding selection by the agent. The preformatted note is stored as the record of the customer's request for support, wherein the preformatted note has a standardized format regardless of the agent.

摘要翻译： 披露了与客户创建记录的方法，系统和产品。 一种方法在通信中心接收来自客户的支持请求。 将数据字段呈现给代理以输入识别客户的信息。 提供了一个选项菜单，允许代理人选择描述客户的支持请求。 预先格式化的笔记填充有从代理收到的选择。 预格式化笔记具有与选项菜单相对应的字段，其中通过用代理对相应选择填充特定字段形成预格式化笔记。 预格式化的笔记存储为客户的支持请求的记录，其中预格式化的笔记具有标准化的格式，而不管代理。