发明名称 |
System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator |
摘要 |
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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申请公布号 |
US7769622(B2) |
申请公布日期 |
2010.08.03 |
申请号 |
US20020305858 |
申请日期 |
2002.11.27 |
申请人 |
BT GROUP PLC;ACCENTURE GLOBAL SERVICES GMBH |
发明人 |
REID GREGORY S;RINGO TIMOTHY;LANE DAVID P;LIAN ELIZABETH H;FARRELL DANIEL C;FENTON CRAIG;SHEARING ELISE;BELL RANDY;WONG SEVASTI;LINGHAM ANTHONY;FORRESTER AUDREY;STAUBITZ CLAUDIA;ADAMS KEVIN;PICKERING LESLEY;RITCHIE PAUL |
分类号 |
G06F17/30;G06Q10/00 |
主分类号 |
G06F17/30 |
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