发明名称 |
Capturing insight of superior users of a contact center |
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. |
申请公布号 |
AU2003295947(B2) |
申请公布日期 |
2008.05.29 |
申请号 |
AU20030295947 |
申请日期 |
2003.11.26 |
申请人 |
ACCENTURE GLOBAL SERVICES GMBH;BT GROUP PLC |
发明人 |
TIMOTHY RINGO;SEVASTI WONG;KEVIN ADAMS;DANIEL C. FARRELL;GREGORY S. REID;ANTHONY LINGHAM;CLAUDIA STAUBITZ;CRAIG FENTON;AUDREY FORRESTER;DAVID P. LANE;ELISE SHEARING;LESLEY PICKERING;PAUL RITCHIE;ELIZABETH H. LIAN;RANDY BELL |
分类号 |
G06Q10/06;G06Q10/10 |
主分类号 |
G06Q10/06 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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