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System for editing and aligning captured events and data to a common time base to create customer service engagement multimedia document

  • US 7,287,223 B2
  • Filed: 06/06/2003
  • Issued: 10/23/2007
  • Est. Priority Date: 06/06/2003
  • Status: Expired due to Fees
First Claim
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1. A method for generating a record of a customer service engagement between a customer located at a customer site and having a problem to be solved and a customer service representative attempting to solve the problem, comprising:

  • capturing a plurality of events that occur during the customer service engagement;

    capturing data of at least one additional data stream that is generated during the customer service engagement;

    aligning the captured plurality of events and the captured at least one additional data stream to a common time base;

    editing the aligned captured plurality of events and the captured at least one additional data stream to create a customer service engagement multimedia document of the customer service engagement that includes the plurality of events and the at least one additional data stream.

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