WELCOMEANNEHUESDAX JULY9, 2002 /
US 20120150574Al
(19) United States (12) Patent Application Publication (10) Pub. No.: US 2012/0150574 A1 (43) Pub. Date:
REID et al. (54)
Related U.S. Application Data
CONTENT FEEDBACK IN A MULTIPLE-OWNER CONTENT MANAGEMENT SYSTEM
(75) Inventors:
(63)
Continuation of application No. 12/179,429, ?led on Jul. 24, 2008, noW Pat. No. 8,090,624, Which is a continuation of application No. 10/306,025, ?led on Nov. 27, 2002, noW Pat. No. 7,418,403.
Gregory S. REID, Boxford, MA
(US); Timothy Ringo, London
Publication Classi?cation
(GB); David P. Lane, London (GB); Elizabeth H. Lian, Brookline, MA (US); Daniel C.
(51)
Int. Cl.
Farrell, London (GB); Craig
(52)
U.S. Cl. ..................................................... .. 705/7.11
Fenton, London (GB); Elise
(57)
G06Q 10/00
Shearing, London (GB); Randy Bell, Ottawa, IL (U S); Sevasti Wong, London (GB); Anthony Lingham, London (GB); Andrey Forrester, Mearnskirk (GB); Claudia Staubitz, Woodbridge (GB); Kevin Adams, Stoke-On-Trent (GB); Lesley Pickering, Liverpool (GB); Paul Ritchie, Liverpool (GB)
(73) Assignee:
Jun. 14, 2012
(2012.01) ABSTRACT
NeW functions for a contact center system include: testing
user’s comprehension of informational messages; capturing insight users having a KPI score above a threshold by having
those users submit information on Why they perform Well;
dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; inte grating 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
Accenture LLP, Schaffhausen
a dual information system having a CRM application and
(CH)
reference material that’s context-appropriate; enforcing
(21) Appl. No.:
13/313,316
(22) Filed:
Dec. 7, 2011
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.
f. e: MICROSOFT INTERNET EXPLORER PROVIDED BY OPPENHEJMER WOLFF & DONNELLY/LP
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(19) United States (12) Patent Application Publication (10) Pub. No.: US 2012/0150574 A1 (43) Pub. Date:
REID et al. (54)
Related U.S. Application Data
CONTENT FEEDBACK IN A MULTIPLE-OWNER CONTENT MANAGEMENT SYSTEM
(75) Inventors:
(63)
Continuation of application No. 12/179,429, ?led on Jul. 24, 2008, noW Pat. No. 8,090,624, Which is a continuation of application No. 10/306,025, ?led on Nov. 27, 2002, noW Pat. No. 7,418,403.
Gregory S. REID, Boxford, MA
(US); Timothy Ringo, London
Publication Classi?cation
(GB); David P. Lane, London (GB); Elizabeth H. Lian, Brookline, MA (US); Daniel C.
(51)
Int. Cl.
Farrell, London (GB); Craig
(52)
U.S. Cl. ..................................................... .. 705/7.11
Fenton, London (GB); Elise
(57)
G06Q 10/00
Shearing, London (GB); Randy Bell, Ottawa, IL (U S); Sevasti Wong, London (GB); Anthony Lingham, London (GB); Andrey Forrester, Mearnskirk (GB); Claudia Staubitz, Woodbridge (GB); Kevin Adams, Stoke-On-Trent (GB); Lesley Pickering, Liverpool (GB); Paul Ritchie, Liverpool (GB)
(73) Assignee:
Jun. 14, 2012
(2012.01) ABSTRACT
NeW functions for a contact center system include: testing
user’s comprehension of informational messages; capturing insight users having a KPI score above a threshold by having
those users submit information on Why they perform Well;
dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; inte grating 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
Accenture LLP, Schaffhausen
a dual information system having a CRM application and
(CH)
reference material that’s context-appropriate; enforcing
(21) Appl. No.:
13/313,316
(22) Filed:
Dec. 7, 2011
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.
f. e: MICROSOFT INTERNET EXPLORER PROVIDED BY OPPENHEJMER WOLFF & DONNELLY/LP
| EILE Eon VIEW FAvoRREs IOOLS ljElP
I
G .. FORWARD => . STOP ® REFRESH [3 HOME G1
652
BACK
IADDRESSD
A‘ 4‘
L:
Q) | I? 6)
SEARCH FAVORITES HISTORY M L PRINT
‘ "WWW-t
o
.
L
I
WELCOMEANNEHUESDAX JULY9, 2002 HOME
ONLINE
/
SEARCH CKS
'
INFORMATION
CALL RMER; 0:00.00 TARGETT AVERAGE TALK TIME SECONDS
600
500
ICONTRIBUTEAMDEA
(
)
'— \ v
J
YOUR TALK TIME IS CURRENTl
-
HOWEVER YOU HAVE BEEN
\ 33g
ERQQAMBELQE
305
HOWCANIREDUCE MYTALQ
0
SOLUTION
-.
M‘T‘W'T'F
32° ,.
s10
MYPERSONAL STATUS
AVERAGE WRAP TIME fSECONDS)/\’
REWARD POINTS
2%
r, \
-
KP! DETAIL
200
‘QUICKSEARCH
YOUR WRAP TIME :s CURRENT
-
_
‘-—-—--~‘ GO
~- AVERAGE
E 103 _r
‘A
M
I
T w
I
32s REMEMBERASSOONAS V02)
I
T
F
HOWCANIREDQCEMYWRAP‘
Patent Application Publication
Jun. 14, 2012 Sheet 8 0f 43
US 2012/0150574 A1
Um.UE
Ema
55m5m2;mgm9aSco»
mg
Patent Application Publication
Jun. 14, 2012 Sheet 12 0f 43
US 2012/0150574 A1
mm.05
@228am _ 55285mm:. .
25g:2M2:"s2:52m3mgMEE?Eaw8%“a555E;smzm
. H2mE QE M
Patent Application Publication
Jun. 14, 2012 Sheet 13 0f 43
US 2012/0150574 A1
1
\f
zoEmQux zSoE28u w w .
. .535m52:2
.Z02 8 2.6m
mg.LE. zN2“QE‘5H.o5m“
w.05
Patent Application Publication
Jun. 14, 2012 Sheet 16 0f 43
US 2012/0150574 A1
U @ E
89Va362:02
056E
£8X9532
M5SQ3E%Z‘
@@EESRE2Q8E2
‘v=93%_n
Hli
m.QEz2aou6_bm.E;q
Patent Application Publication
Jun. 14, 2012 Sheet 17 0f 43
US 2012/0150574 A1
Qb.UE
mmi5tME20.zs3omz;
#mw.z2oc0qm9z-o5u
5z.oi2qp?m%nwg
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