Method and Apparatus for Multiple Agent Commitment Tracking and Notification

• US 20080052374A1
• Filed: 10/30/2007
• Published: 02/28/2008
• Est. Priority Date: 04/30/1998
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Powers, James
• Granted Patent: US 9,747,580 B2
• Time in Patent Office: Days
• US Class Current: 709/217
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: Y10S 707/99932 Access augmentation or optimizing
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing

Abstract

A system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel affected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.

Claims

1-26. -26. (canceled)

27. In a networked system, a method for managing commitments, comprising steps of:

(a) receiving a request for an action from a person;

(b) forming a commitment to fulfill the request;

(c) selecting one or more persons to fulfill the commitment; and

(d) storing the request and the commitment in a database accessible at least to the persons selected.