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:
Sep. 25, 2012
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;
S. William Ives, Marblehead, MA (US);
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;
S. William Ives, Marblehead, MA (US);
Accenture Global Services Limited, Dublin, IE;
Abstract
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.