Searching within a contact center portal

• US 9,396,473 B2
• Filed: 11/27/2002
• Issued: 07/19/2016
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC), British Telecommunications PLC (BT Group PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC), British Telecommunications PLC (BT Group PLC)
• Inventors: Lane, David P, Reid, Gregory S, Ringo, Timothy, Lian, Elizabeth H, Farrell, Daniel C, Fenton, Craig, Shearing, Elise, Bell, Randy, Wong, Sevasti, Lingham, Anthony, Forrester, Audrey, Staubitz, Claudia, Adams, Kevin, Pickering, Lesley, Ritchie, Paul
• Primary Examiner(s): BROWN, SHEREE N
• Application Number:
  US10/306,564
• Publication Number:
  US 20040162812A1
• Time in Patent Office: 4,983 Days
• Field of Search: 707 1- 3, 707/4, 707/5, 707/100, 707/200, 707/705, 345/716, 709/203, 705/27
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

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.

Claims

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, 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.

2. The method of claim 1, where the first search function and the second search function are selected from one of:

a navigational search,

an alphabetic search,

a numeric search,

a keyword search,

a free form search,

a customer issue search, or

a search-by-feature search.

3. The method of claim 1, where the first search function is a search by feature search.

4. The method of claim 1, where

a search performed by the second search function employs a distinct searching technique from a search performed by the first search function, and

the search performed by the second search function is modified based on search results provided by the first search function.

13. The method of claim 1,

where the first search function or the second search function is associated with a customer issue search identifying a customer issue of a plurality of customer issues,

each of the plurality of customer issues:

grouping unrelated customer service needs arising from customer life events, and

including information identifying a plurality of procedures, services, and products associated with a life event corresponding to a respective customer issue of the plurality of customer issues,

the plurality of procedures, services, and products being associated with a plurality of distinct categories, and

where the method further comprises;

receiving a selection of the customer issue; and

providing, based on the received selection of the customer issue and for display, a hierarchical organization of the plurality of procedures, services, and products, associated with the customer issue, in the reference region.

16. The method of claim 1, where the static graphical user interface provides, for display, key performance indicators including at least one of:

an average talk time,

an average wrap time,

a quantity of calls resolved, or

a quantity of calls requiring transfer.

17. The method of claim 1, where the call log description includes customer interaction information.

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.

6. The system of claim 5, where the first search function and the second search function are selected from one of:

a navigational search,

an alphabetic search,

a numeric search,

a keyword search,

a free form search,

a customer issue search, or

a search-by-feature search.

7. The system of claim 5, where the first search function is a search by feature search.

8. The system of claim 5, where

a search performed by the second search function employs a distinct searching technique from a search performed by the first search function, and

the search performed by the second search function is modified based on search results provided by the first search function.

14. The system of claim 5,

where the first search function or the second search function is associated with a customer issue search identifying a customer issue of a plurality of customer issues,

each of the plurality of customer issues:

grouping unrelated customer service needs arising from customer life events, and

including information identifying a plurality of procedures, services, and products associated with a life event corresponding to a respective customer issue of the plurality of customer issues,

the plurality of procedures, services, and products being associated with a plurality of distinct categories, and

where the one or more devices are further to;

receive a selection of the customer issue; and

provide, based on the received selection of the customer issue and for display, a hierarchical organization of the plurality of procedures, services, and products, associated with the customer issue, in the reference region.

18. The system of claim 5, where the static graphical user interface provides, for display, key performance indicators including at least one of:

an average talk time,

an average wrap time,

a quantity of calls resolved, or

a quantity of calls requiring transfer.

19. The system of claim 5, where the call log description includes customer interaction information.

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.

10. The non-transitory computer readable medium of claim 9, where the first search function and the second search function are selected from one of:

a navigational search,

an alphabetic search,

a numeric search,

a keyword search,

a free form search,

a customer issue search, or

a search-by-feature search.

11. The non-transitory computer readable medium of claim 9, where the first search function is a search by feature search.

12. The non-transitory computer readable medium of claim 9, where

a search performed by the second search function employs a distinct searching technique from a search performed by the first search function, and

the search performed by the second search function is modified based on search results provided by the first search function.

15. The non-transitory computer readable medium of claim 9,

where the first search function or the second search function is associated with a customer issue search identifying a customer issue of a plurality of customer issues,

each of the plurality of customer issues:

grouping unrelated customer service needs arising from customer life events, and

including information identifying a plurality of procedures, services, and products associated with a life event corresponding to a respective customer issue of the plurality of customer issues,

the plurality of procedures, services and products being associated with a plurality of distinct categories; and

wherein the instructions further include;

one or more instructions to receive a selection of the customer issue; and

one or more instructions to provide, based on the received selection of the customer issue and for display, a hierarchical organization of the plurality of procedures, services, and products associated with the customer issue in the reference region.

20. The non-transitory computer readable medium of claim 9, where the static graphical user interface provides, for display, key performance indicators including at least one of:

an average talk time,

an average wrap time,

a quantity of calls resolved, or

a quantity of calls requiring transfer.

21. The non-transitory computer readable medium of claim 9, where the call log description includes customer interaction information.