Ensuring completeness when publishing to a content management system

• US 20040128611A1
• Filed: 11/27/2002
• Published: 07/01/2004
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC)
• Inventors: Lane, David P., Ringo, Timothy, Wong, Sevasti, Bell, Randy, Lingham, Anthony, Fenton, Craig, Shearing, Elise, Forrester, Audrey, Lian, Elizabeth H., Farrell, Daniel C., Reid, Gregory S.
• Granted Patent: US 7,502,997 B2
• Time in Patent Office: Days
• US Class Current: 715/500
• CPC Class Codes: G06F 16/957 Browsing optimisation, e.g. caching or content distillation

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.

Claims

1. A method for ensuring completeness when publishing information on products and services within a content management system, the method comprising:

providing a plurality of templates;

defining a template set chosen from the plurality of templates, the template set used to describe information for a type of products or services;

receiving pieces of content for the templates;

determining if the received pieces of content satisfy a predetermined criteria establishing publication readiness;

prohibiting publication until the predetermined criteria is satisfied;

receiving a request from the publisher after the predetermined criteria is satisfied; and

automatically publishing the information from the group of components and corresponding templates to a user interface without further interaction from the publisher.

2. The method from claim 1, wherein the received request is via a single click with a computer mouse.

3. A system for ensuring completeness when publishing information on products and services within a content management system, the system comprising:

a plurality of templates;

a definition unit for defining a template set chosen from the plurality of templates, the template set used to describe information for a type of products or services;

a receiver for receiving pieces of content for the templates;

a determination unit for determining if the received pieces of content satisfy a predetermined criteria establishing publication readiness;

a prohibition unit for prohibiting publication until the predetermined criteria is satisfied;

a receiver for receiving a request from the publisher after the predetermined criteria is satisfied; and

an automatic publisher for automatically publishing the information from the group of components and corresponding templates to a user interface without further interaction from the publisher.

4. The system from claim 3, wherein the received request is via a single click with a computer mouse.

5. A computer program on a computer readable medium, for execution by a computer to ensure completeness when publishing information on products and services within a content management system, the computer program comprising:

a code segment for providing a plurality of templates;

a code segment for defining a template set chosen from the plurality of templates, the template set used to describe information for a type of products or services;

a code segment for receiving pieces of content for the templates;

a code segment for determining if the received pieces of content satisfy a predetermined criteria establishing publication readiness;

a code segment for prohibiting publication until the predetermined criteria is satisfied;

a code segment for receiving a request from the publisher after the predetermined criteria is satisfied; and

a code segment for automatically publishing the information from the group of components and corresponding templates to a user interface without further interaction from the publisher.

6. The computer program from claim 5, wherein the received request is via a single click with a computer mouse.