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:
Aug. 03, 2010
Filed:
Nov. 27, 2002
Gregory S Reid, Boxford, MA (US);
Timothy Ringo, London, GB;
David P Lane, London, GB;
Elizabeth H Lian, Brookline, MA (US);
Daniel C Farrell, London, GB;
Craig Fenton, London, GB;
Elise Shearing, London, GB;
Randy Bell, Ottawa, IL (US);
Sevasti Wong, London, GB;
Anthony Lingham, London, GB;
Audrey Forrester, Mearnskirk, GB;
Claudia Staubitz, Woodbridge, GB;
Kevin Adams, Stoke-On-Trent, GB;
Lesley Pickering, Liverpool, GB;
Paul Ritchie, Liverpool, GB;
Gregory S Reid, Boxford, MA (US);
Timothy Ringo, London, GB;
David P Lane, London, GB;
Elizabeth H Lian, Brookline, MA (US);
Daniel C Farrell, London, GB;
Craig Fenton, London, GB;
Elise Shearing, London, GB;
Randy Bell, Ottawa, IL (US);
Sevasti Wong, London, GB;
Anthony Lingham, London, GB;
Audrey Forrester, Mearnskirk, GB;
Claudia Staubitz, Woodbridge, GB;
Kevin Adams, Stoke-On-Trent, GB;
Lesley Pickering, Liverpool, GB;
Paul Ritchie, Liverpool, GB;
BT Group PLC, London, GB;
Accenture Global Services GmbH, Schaffhausen, CH;
Abstract
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.