Content feedback in a multiple-owner content management system
First Claim
1. A computer system for supporting a multiple-owner content management system, comprising:
- a database comprising a plurality of content items;
a processor; and
a memory containing instructions that, when executed by the processor, perform a method comprising;
providing an association for each of the plurality of content items to one of a plurality of content-owners wherein the content-owner is a content author or a content manager;
prompting for feedback for one of the plurality of content items while a user is reviewing a performance indicator measurement of the user, wherein the prompting is triggered based on a selected amount of the performance indicator measurement of the user;
presenting a plurality of fill-in forms to receive the feedback, wherein each form relates to a type of feedback and defines an information structure of composition related to the one of the plurality of content items;
accepting the feedback for one of the plurality of content items;
routing the feedback to the content-owner associated to the content item; and
integrating the feedback into the content item based on the type of feedback and the information structure of composition.
3 Assignments
0 Petitions
Accused Products
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.
-
Citations
16 Claims
-
1. A computer system for supporting a multiple-owner content management system, comprising:
-
a database comprising a plurality of content items; a processor; and a memory containing instructions that, when executed by the processor, perform a method comprising; providing an association for each of the plurality of content items to one of a plurality of content-owners wherein the content-owner is a content author or a content manager; prompting for feedback for one of the plurality of content items while a user is reviewing a performance indicator measurement of the user, wherein the prompting is triggered based on a selected amount of the performance indicator measurement of the user; presenting a plurality of fill-in forms to receive the feedback, wherein each form relates to a type of feedback and defines an information structure of composition related to the one of the plurality of content items; accepting the feedback for one of the plurality of content items; routing the feedback to the content-owner associated to the content item; and integrating the feedback into the content item based on the type of feedback and the information structure of composition. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
-
-
9. A computer program on a computer-readable non-transitory medium, for execution by a computer to support a multiple-owner content management system, comprising:
-
a code segment for providing a database comprising a plurality of content items; a code segment for providing an association for each of the plurality of content items to one of a plurality of content-owners wherein the content-owner is a content author or a content manager; a code segment for prompting for feedback for one of the plurality of content items while a user is reviewing a performance indicator measurement of the user, wherein the prompting is triggered based on a selected amount of the performance indicator measurement of the user; a code segment for presenting a plurality of fill-in forms to receive the feedback, wherein each form relates to a type of feedback and defines an information structure of composition related to the one of the plurality of content items; a code segment for accepting the feedback for one of the plurality of content items; a code segment for routing the feedback to the content-owner associated to the content item; and a code segment for integrating the feedback into the content item based on the type of feedback and the information structure of composition. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
-
Specification