Data processing: presentation processing of document – operator i – Presentation processing of document – Layout
Reexamination Certificate
2008-07-01
2008-07-01
Hutton, Doug (Department: 2176)
Data processing: presentation processing of document, operator i
Presentation processing of document
Layout
C715S234000, C715S255000, C705S001100
Reexamination Certificate
active
07395499
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.
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DaycoStatement Regarding Related Applications.
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Bell Randy
Clarke Elise
Farrell Daniel C.
Fenton Craig
Forrester Audrey
Accenture Global Services GmbH
Blackwell James H.
Hutton Doug
Oppenheimer Wolff & Donnelly LLP
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