The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Feb. 05, 2002
Filed:
May. 05, 2000
Christopher Clemmett Macleod Beck, Oceanside, CA (US);
Jonathan Michael Berke, San Diego, CA (US);
Joel A Johnstone, San Diego, CA (US);
Robin Marie Mitchell, Cardiff, CA (US);
James Karl Powers, Carlsbad, CA (US);
Mark Franklin Sidell, Chapel Hill, NC (US);
Charles Dazler Knuff, Carlsbad, CA (US);
Genesys Telecommunications Laboratories, Inc., San Francisco, CA (US);
Abstract
A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer for managing media contact with the agents and knowledge workers. The workflow layer captures each transaction, prepares a text version of at least a portion of each non-text transaction, and extracts knowledge from the text transaction or text version of a non-text transaction to be stored in a knowledge base for later use in routing and other management functions. All transactions, text versions, and extracted knowledge is related in storage for future analysis and use.