Dual information system for contact center users

Details Dual information system for contact center users Dual information system for contact center users

2007-04-03

2007-04-03

Wong, Leslie (Department: 2164)

Data processing: database and file management or data structures

Database design

Data structure types

C379S265060, C379S265090

Reexamination Certificate

active

10306577

ABSTRACT:
A dual information system for a representative of a contact center includes a first set of information directed for reference by the representative while the representative is online with a customer and a second set of information directed for reference or capability enhancement by the representative while the representative is offline from customers wherein the second set of information includes information automatically directed to the representative based on the representative's online contact with the customer. One of these sets of information may enhance role-based capabilities of the representative.

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