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
10306026
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.
REFERENCES:
patent: 4905163 (1990-02-01), Garber
patent: 5239460 (1993-08-01), La Roche
patent: 5365425 (1994-11-01), Torma et al.
patent: 5500795 (1996-03-01), Powers et al.
patent: 5535256 (1996-07-01), Maloney et al.
patent: 5550746 (1996-08-01), Jacobs
patent: 5557780 (1996-09-01), Edwards et al.
patent: 5625767 (1997-04-01), Bartell et al.
patent: 5788508 (1998-08-01), Lee et al.
patent: 5903235 (1999-05-01), Nichols
patent: 5983200 (1999-11-01), Slotznick
patent: 5995948 (1999-11-01), Whitford et al.
patent: 6012056 (2000-01-01), Menlove
patent: 6049779 (2000-04-01), Berkson
patent: 6064979 (2000-05-01), Perkowski
patent: 6078891 (2000-06-01), Riordan et al.
patent: 6115693 (2000-09-01), McDonough et al.
patent: 6128380 (2000-10-01), Shaffer et al.
patent: 6157926 (2000-12-01), Appleman et al.
patent: 6178407 (2001-01-01), Lotvin et al.
patent: 6185550 (2001-02-01), Snow et al.
patent: 6226648 (2001-05-01), Appleman et al.
patent: 6233575 (2001-05-01), Agrawal et al.
patent: 6243092 (2001-06-01), Okita et al.
patent: 6278993 (2001-08-01), Kumar et al.
patent: 6308188 (2001-10-01), Bernardo et al.
patent: 6315572 (2001-11-01), Owens et al.
patent: 6317142 (2001-11-01), Decoste et al.
patent: 6324282 (2001-11-01), Mc Illwaine et al.
patent: 6336132 (2002-01-01), Appleman et al.
patent: 6345288 (2002-02-01), Reed et al.
patent: 6421669 (2002-07-01), Gilmour et al.
patent: 6438353 (2002-08-01), Casey-Cholakis et al.
patent: 6446083 (2002-09-01), Leight et al.
patent: 6519571 (2003-02-01), Guheen et al.
patent: 6542898 (2003-04-01), Sullivan et al.
patent: 6560589 (2003-05-01), Stier et al.
patent: 6567800 (2003-05-01), Barrera et al.
patent: 6509914 (2003-06-01), Babula et al.
patent: 6601057 (2003-07-01), Underwood et al.
patent: 6601759 (2003-08-01), Fife et al.
patent: 6603854 (2003-08-01), Judkins et al.
patent: 6606581 (2003-08-01), Nickerson et al.
patent: 6606740 (2003-08-01), Lynn et al.
patent: 6606744 (2003-08-01), Mikurak
patent: 6697825 (2004-02-01), Underwood et al.
patent: 6700971 (2004-03-01), Cohen et al.
patent: 6745238 (2004-06-01), Giljum et al.
patent: 6754346 (2004-06-01), Eiserling et al.
patent: 6760727 (2004-07-01), Schroeder et al.
patent: 6782093 (2004-08-01), Uckun
patent: 6850896 (2005-02-01), Kelman et al.
patent: 6874002 (2005-03-01), Peleus et al.
patent: 6910045 (2005-06-01), Hickey et al.
patent: 6968512 (2005-11-01), Duxbury
patent: 6988126 (2006-01-01), Wilcock et al.
patent: 7000194 (2006-02-01), Newbold
patent: 7029280 (2006-04-01), Krebs et al.
patent: 7039594 (2006-05-01), Gersting
patent: 7181413 (2007-02-01), Hadden et al.
patent: 2001/0032120 (2001-10-01), Stuart et al.
patent: 2001/0056367 (2001-12-01), Herbert et al.
patent: 2002/0038217 (2002-03-01), Young
patent: 2002/0046244 (2002-04-01), Bimson et al.
patent: 2002/0057297 (2002-05-01), Grimes et al.
patent: 2002/0059395 (2002-05-01), Liou
patent: 2002/0073165 (2002-06-01), McNulty et al.
patent: 2002/0073208 (2002-06-01), Wilcock et al.
patent: 2002/0099582 (2002-07-01), Buckley et al.
patent: 2002/0120485 (2002-08-01), Kirkconnell-Ewing et al.
patent: 2002/0123983 (2002-09-01), Riley et al.
patent: 2002/0133392 (2002-09-01), Angel et al.
patent: 2002/0140741 (2002-10-01), Felkey et al.
patent: 2002/0143615 (2002-10-01), Palmer et al.
patent: 2002/0143818 (2002-10-01), Roberts et al.
patent: 2002/0147632 (2002-10-01), Winham et al.
patent: 2002/0152267 (2002-10-01), Lennon
patent: 2002/0154157 (2002-10-01), Sherr et al.
patent: 2002/0165799 (2002-11-01), Jaffe et al.
patent: 2002/0173971 (2002-11-01), Stirpe et al.
patent: 2002/0180803 (2002-12-01), Kaplan et al.
patent: 2003/0014442 (2003-01-01), Shiigi et al.
patent: 2003/0023622 (2003-01-01), Obermeyer et al.
patent: 2003/0028595 (2003-02-01), Vogt et al.
patent: 2003/0037177 (2003-02-01), Sutton et al.
patent: 2003/0050986 (2003-03-01), Matthews et al.
patent: 2003/0055757 (2003-03-01), Pfiffner et al.
patent: 2003/0055831 (2003-03-01), Ryan et al.
patent: 2003/0069780 (2003-04-01), Hailwood et al.
patent: 2003/0074243 (2003-04-01), Po
patent: 2003/0083922 (2003-05-01), Reed
patent: 2003/0088545 (2003-05-01), Subramaniam et al.
patent: 2003/0130993 (2003-07-01), Mendelevitch et al.
patent: 2003/0137544 (2003-07-01), Mears et al.
patent: 2003/0151629 (2003-08-01), Krebs et al.
patent: 2003/0187932 (2003-10-01), Kennedy
patent: 2003/0229623 (2003-12-01), Chang et al.
patent: 2003/0233372 (2003-12-01), Warner et al.
patent: 2004/0015405 (2004-01-01), Cloutier et al.
patent: 2004/0019536 (2004-01-01), Ashkenazi et al.
patent: 2004/0062381 (2004-04-01), Shambaugh et al.
patent: 2004/0117383 (2004-06-01), Lee et al.
patent: 2004/0177059 (2004-09-01), Horie et al.
patent: 2004/0193475 (2004-09-01), Hemm et al.
patent: 2004/0199496 (2004-10-01), Liu et al.
patent: 2004/0205572 (2004-10-01), Fields et al.
patent: 2004/0205659 (2004-10-01), Barry et al.
patent: 2006/0026655 (2006-02-01), Perez
patent: 10244726 (2003-07-01), None
patent: 1241596 (2002-09-01), None
patent: WO0205508 (2002-01-01), None
patent: WO0208946 (2002-01-01), None
patent: WO 02/073331 (2002-09-01), None
patent: WO03032226 (2003-04-01), None
DaycoStatement Regarding Related Applications.
U.S. Appl. No. 10/305,858, filed Nov. 27, 2002, Capturing Insight of Superior Users of a Contact Center.
U.S. Appl. No. 10/306,705, filed Nov. 27, 2002, Dynamically Ordering Solutions.
U.S. Appl. No. 10/306,577, filed Nov. 27, 2002, Dual Information System for Contact Center Users.
U.S. Appl. No. 10/305,835, filed Nov. 27, 2002, Content Management System for the Telecommunications Industry.
U.S. Appl. No. 10/305,811, filed Nov. 27, 2002, Testing Information Comprehension of Contact Center Users.
U.S. Appl. No. 10/306,025, filed Nov. 27, 2002, Content Feedback in a Multiple-Owner Content Management System.
U.S. Appl. No. 10/306,248, filed Nov. 27, 2002, Communicating Solution Information in a Knowledge Management System.
U.S. Appl. No. 10/306,386, filed Nov. 27, 2002, Presenting Linked Information in a CRM System.
U.S. Appl. No. 10/306,563, filed Nov. 27, 2002, Ensuring Completeness When Publishing to a Content Management System.
U.S. Appl. No. 10/306,564, filed Nov. 27, 2002, Searching Within a Contact Center Portal.
M.J. Allend and J.P. Furming, “Methods for Using Global Position System to Find Close Services”, IBM Technical Disclosure Bulletin, Jan. 1998, pp. 693, vol. 41 No. 1.
Alban, Oscar, Customer interaction monitoring: your key to measuring service performance, Australian Banking & Finance, vol. 10, No. 6, Apr. 18, 2001.
Click2Coach Web Pages, Retrieved from www.envisiontelephony.com, 2001.
eOn Communications and Eyretel Partner to Deliver Performance Improvement For Contact Centers, PR Newswire, Apr. 4, 2002.
Feasel, Marnie et al., Training Can Produce Better Reps, Call Center Solutions, vol. 17, No. 4, Oct. 1998, pp. 138-143.
Kelly Services Expands KellyConnect Call Center Solution, PR Newswire, Jan. 14, 2002.
Kelly Services Offer Improved Call Center Sol
Bell Randy
Clarke Elise
Farrell Daniel C.
Fenton Craig
Forrester Audrey
Accenture Global Services GmbH
Blackwell James H.
Hutton Doug
Oppenheimer Wolff & Donnelly LLP
LandOfFree
Enforcing template completion when publishing to a content... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Enforcing template completion when publishing to a content..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Enforcing template completion when publishing to a content... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3950623