Searching within a contact center portal
First Claim
1. A method comprising:
- providing, by a device and for display, a static graphical user interface for accessing a content management system,the content management system including information associated with at least one of products or services, andthe static graphical user interface including a reference region, a first region, and a second region,the first region being associated with searching the content management system based on the information associated with the at least one of products or services,the second region being associated with entering a call log description and searching the content management system based on the call log description,the reference region including first information,the first information including the information associated with the at least one of products or services, information related to solutions to problems associated with the content management system, and information related to procedures associated with the content management system;
receiving, by the device and while providing the reference region, the first region, and the second region for display, an input associated with the first region or associated with the second region;
determining, by the device and based on the received input, whether the received input is associated with the first region or associated with the second region;
selectively performing, by the device and based on the determining, a particular search of the content management system using a first search function or a second search function,the first search function being associated with the first region and including a search of the content management system based on the information associated with the at least one of products or services, andthe second search function being associated with the second region and including a search of the content management system based on the call log description;
receiving, by the device and based on selectively performing the particular search of the content management system using the first search function or the second search function, information;
modifying, by the device and based on the received information, the first information included in the reference region to include second information,the second information being based on the received information,the second information including information associated with;
a product provided in the information associated with the at least one of products or services,a service provided in the information associated with the at least one of products or services,a solution to a problem identified in the call log description and provided in the information related to solutions to problems associated with the content management system, ora procedure identified in the call log description and provided in the information related to procedures associated with the content management system;
creating, by the device and based on modifying the first information included in the reference region to include the second information, a modified reference region;
providing, by the device and for display, the modified reference region including the second information; and
providing, simultaneously by the device and based on the determining, information, associated with the second information, in the first region or the second region,the reference region being integrated with and corresponding contextually with the first region,the reference region being integrated with and corresponding contextually with the second region.
4 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.
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Citations
21 Claims
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1. A method comprising:
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providing, by a device and for display, a static graphical user interface for accessing a content management system, the content management system including information associated with at least one of products or services, and the static graphical user interface including a reference region, a first region, and a second region, the first region being associated with searching the content management system based on the information associated with the at least one of products or services, the second region being associated with entering a call log description and searching the content management system based on the call log description, the reference region including first information, the first information including the information associated with the at least one of products or services, information related to solutions to problems associated with the content management system, and information related to procedures associated with the content management system; receiving, by the device and while providing the reference region, the first region, and the second region for display, an input associated with the first region or associated with the second region; determining, by the device and based on the received input, whether the received input is associated with the first region or associated with the second region; selectively performing, by the device and based on the determining, a particular search of the content management system using a first search function or a second search function, the first search function being associated with the first region and including a search of the content management system based on the information associated with the at least one of products or services, and the second search function being associated with the second region and including a search of the content management system based on the call log description; receiving, by the device and based on selectively performing the particular search of the content management system using the first search function or the second search function, information; modifying, by the device and based on the received information, the first information included in the reference region to include second information, the second information being based on the received information, the second information including information associated with; a product provided in the information associated with the at least one of products or services, a service provided in the information associated with the at least one of products or services, a solution to a problem identified in the call log description and provided in the information related to solutions to problems associated with the content management system, or a procedure identified in the call log description and provided in the information related to procedures associated with the content management system; creating, by the device and based on modifying the first information included in the reference region to include the second information, a modified reference region; providing, by the device and for display, the modified reference region including the second information; and providing, simultaneously by the device and based on the determining, information, associated with the second information, in the first region or the second region, the reference region being integrated with and corresponding contextually with the first region, the reference region being integrated with and corresponding contextually with the second region. - View Dependent Claims (2, 3, 4, 13, 16, 17)
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5. A system comprising:
one or more devices to; provide, for display, a static graphical user interface for accessing a content management system, the content management system including information associated with at least one of products or services, and the static graphical user interface including a reference region, a first region, and a second region, the first region being associated with searching the content management system based on the information associated with the at least one of products or services, the second region being associated with entering a call log description and searching the content management system based on the call log description, the reference region including first information,
the first information including the information associated with the at least one of products or services, information related to solutions to problems associated with the content management system, and information related to procedures associated with the content management system;receive, while providing the reference region, the first region, and the second region for display, an input associated with the first region or associated with the second region; determine, based on the received input, whether the received input is associated with the first region or associated with the second region; and selectively perform, based on the determining, a particular search of the content management system using a first search function or a second search function, the first search function being associated with the first region and including a search of the content management system based on the information associated with the at least one of products or services, and the second search function being associated with the second region and including a search of the content management system based on the call log description; receive, based on selectively performing the particular search of the content management system using the first search function or the second search function, information; modify, based on the received information, the first information included in the reference region to include second information, the second information being based on the received information, the second information including information associated with; a product provided in the information associated with the at least one of products or services, a service provided in the information associated with the at least one of products or services, a solution to a problem identified in the call log description and provided in the information related to solutions to problems associated with the content management system, or a procedure identified in the call log description and provided in the information related to procedures associated with the content management system; create, based on modifying the first information included in the reference region to include the second information, a modified reference region; provide, for display, the modified reference region including the second information; and provide, simultaneously and based on the determining, information, associated with the second information, in the first region or the second region, the reference region being integrated with and corresponding contextually with the first region, the reference region being integrated with and corresponding contextually with the second region. - View Dependent Claims (6, 7, 8, 14, 18, 19)
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9. A non-transitory computer readable medium storing instructions, the instructions comprising:
one or more instructions which, when executed by a processor of a device, cause the processor to; provide, for display, a static graphical user interface for accessing a content management system, the content management system including information associated with at least one of products or services, and the static graphical user interface including a reference region, a first region, and a second region, the first region being associated with searching the content management system based on the information associated with the at least one of products or services, the second region being associated with entering a call log description and searching the content management system based on the call log description, the reference region including first information,
the first information including the information associated with the at least one of products or services, information related to solutions to problems associated with the content management system, and information related to procedures associated with the content management system;receive, while providing the reference region, the first region, and the second region for display, an input associated with the first region or associated with the second region; determine, based on the received input, whether the received input is associated with the first region or associated with the second region; selectively perform, based on the determining, a particular search of the content management system using a first search function or a second search function, the first search function being associated with the first region and including a search of the content management system based on the information associated with the at least one of products or services, and the second search function being associated with the second region and including a search of the content management system based on the call log description; receive, based on selectively performing the particular search of the content management system using the first search function or the second search function, information; modify, based on the received information, the first information included in the reference region to include second information, the second information being based on the received information, the second information including information associated with; a product provided in the information associated with the at least one of products or services, a service provided in the information associated with the at least one of products or services, a solution to a problem identified in the call log description and provided in the information related to solutions to problems associated with the content management system, or a procedure identified in the call log description and provided in the information related to procedures associated with the content management system; create, based on modifying the first information included in the reference region to include the second information, a modified reference region; provide, for display, the modified reference region including the second information; and provide, simultaneously and based on the determining, information, associated with the second information, in the first region or the second region, the reference region being integrated with and corresponding contextually with the first region, the reference region being integrated with and corresponding contextually with the second region. - View Dependent Claims (10, 11, 12, 15, 20, 21)
Specification