Dual information system for contact center users

• US 7,200,614 B2
• Filed: 11/27/2002
• Issued: 04/03/2007
• 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: Ringo, Timothy, Farrell, Daniel C, Wong, Sevasti, Lian, Elizabeth H, Bell, Randy, Reid, Gregory S, Lingham, Anthony, Lane, David P, Fenton, Craig, Shearing, Elise, Forrester, Audrey
• Primary Examiner(s): Wong; Leslie
• Application Number:
  US10/306,577
• Publication Number:
  US 20040162801A1
• Time in Patent Office: 1,588 Days
• Field of Search: 707/3, 707/9, 707/10, 707/102, 707/104.1, 709/203, 709/219, 705/10, 256/265.01, 256/265.04, 256/265.06, 256/265.09
• US Class Current: 1/1
• CPC Class Codes: G09B 7/00 Electrically-operated teaching apparatus or devices working with questions and answers mechanically operated G09B3/00; computing arrangements G06F
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing
• CPC Class Codes: Y10S 707/99948 Application of database or data structure, e.g. distributed, multimedia, or image

Abstract

A dual information system for a representative of a contact center includes a first set of information directed for reference by the representative while the representative is online with a customer and a second set of information directed for reference or capability enhancement by the representative while the representative is offline from customers wherein the second set of information includes information automatically directed to the representative based on the representative'"'"'s online contact with the customer. One of these sets of information may enhance role-based capabilities of the representative.

Claims

1. A dual information system for a contact center representative, comprising:

a processor;

a first set of information directed for reference through a first interface by the contact center representative while the contact center representative is in online contact with a customer through the first interface with an online receiver; and

a second set of information directed for reference or capability enhancement through a second interface, which is integrated with the first interface, by the contact center representative while the contact center representative is offline from customers wherein the second set of information includes information automatically directed to the representative based on the representative'"'"'s online contact with the customer with an offline receiver;

wherein the first or second set of information enhances role-based capabilities of the representative.

2. The system from claim 1, wherein the first or second set of information is classified through a defined taxonomy.

3. The system from claim 1, where the first or second set of information is selected from a plurality of sets of information.

4. A method for providing a dual information system for a contact center representative, comprising:

displaying a first set of information directed for reference through a first interface by the contact center representative while the contact center representative is in online contact with a customer through the first interface; and

displaying a second set of information directed for reference or capability enhancement through a second interface, which is integrated with the first interface, by the contact center representative while the contact center representative is offline from customers wherein the second set of information includes information automatically directed to the representative based on the representative'"'"'s online contact with the customers;

wherein the first or second set of information enhances role-based capabilities of the representative.

5. The method from claim 4, wherein the first or second set of information is classified through a defined taxonomy.

6. The method from claim 4, where the first or second set of information is selected from a plurality of sets of information.

7. A computer program on a computer readable storage medium, for execution by a computer to provide a dual information system for a contact center representative, comprising:

a code segment for displaying a first set of information directed for reference through a first interface by the contact center representative while the contact center representative is in online contact with a customer through the first interface; and

a code segment for displaying a second set of information directed for reference or capability enhancement through a second interface, which is integrated with the first interface, by the contact center representative while the contact center user is offline from customers wherein the second set of information includes information automatically directed to the representative based on the representative'"'"'s online contact with the customer;

wherein the first or second set of information enhances role-based capabilities of the representative.

8. The computer program from claim 7, wherein the first or second set of information is classified through a defined taxonomy.

9. The computer program from claim 7, where the first or second set of information is selected from a plurality of sets of information.

10. A method for providing a dual information contact center system for a contact center representative, comprising:

displaying a graphical user interface screen for the contact center representative, the graphical user interface comprising an online navigation device integrated with an offline navigation device;

receiving an online instruction from the contact center representative via the online navigation device;

after receiving the online instruction, displaying within the graphical user interface screen a first set of information directed for reference by the contact center representative while the contact center representative is in online contact with a customer;

receiving an offline instruction from the contact center representative via the offline navigation device; and

after receiving the offline instruction, displaying within the graphical user interface screen a second set of information directed for reference or capability enhancement by the contact center representative while the contact center representative is not in contact with the customer wherein the second set of information includes an information automatically directed to the representative based on the representative'"'"'s online contact with the customer;

wherein the first or second set of information enhances role-based capabilities of the representative.

11. The method from claim 10, wherein the second set of information is related to activity by the contact center representative while online with the customer prior to receiving the offline instruction.

12. The method from claim 10, wherein the first and the second navigation devices are tabs.

13. The method from claim 10, wherein the first and the second navigation devices are hyperlinks.

14. A computer program on a computer readable storage medium, for execution by a computer, for providing a dual information contact center system for a contact center representative, comprising:

a code segment for displaying a graphical user interface screen for the contact center representative, the graphical user interface comprising an online navigation device integrated with an offline navigation device;

a code segment for receiving an online instruction from the contact center representative via the online navigation device;

a code segment for after receiving the online instruction, displaying within the graphical user interface screen a second set of information directed for reference by the contact center representative while the contact center user is in online contact with a customer;

a code segment for receiving an offline instruction from the contact center representative via the offline navigation device; and

a code segment for after receiving the offline instruction, displaying within the graphical user interface screen a second set of information directed for reference or capability enhancement by tue contact center representative while the contact center representative is not in contact with the customer wherein the second set of information includes an information automatically directed to the representative based on the representative'"'"'s on-line contact with the customer;

wherein the first or second set of information enhances role-based capabilities of the representative.

15. The computer program from claim 14, wherein the second set of information is related to activity by the contact center representative while online with the customer prior to receiving the offline instruction.

16. The computer program from claim 14, wherein the first and the second navigation devices are tabs.

17. The computer program from claim 14, wherein the first and the second navigation devices are hyperlinks.

18. A system for providing a dual information contact center system for a contact center representative, comprising:

a processor;

a graphical user interface screen for the contact center representative, the graphical user interface comprising an online navigation device integrated with an offline navigation device;

an online receiver for receiving an online instruction from the contact center representative via the online navigation device, wherein after receiving the online instruction a first set of information directed for reference by the contact center representative while the contact center representative is in online contact with a customer is displayed within the graphical user interface screen;

an offline receiver for receiving an offline instruction from the contact center representative via the offline navigation device;

wherein after receiving the offline instruction a second set of information directed for reference or capability enhancement by the contact center representative while the contact center representative is not in contact with the customer is displayed within the graphical user interface screen wherein the second set of information includes an information automatically directed to the representative based on the representative'"'"'s on-line contact with the customer;

wherein the first or second set of information enhances role-based capabilities of the representative.

19. The system from claim 18, wherein the second set of information is a related to activity by the contact center representative while online with the customer prior to receiving the offline instruction.

20. The system from claim 18, wherein the first and the second navigation devices are tabs.

21. The system from claim 18, wherein the first and the second navigation devices are hyperlinks.