公开(公告)号：CA2343286A1

公开(公告)日：2000-03-23

申请号：CA2343286

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： SIDELL MARK FRANKLIN ,  KNUFF CHARLES DAZLER ,  JOHNSTONE JOEL A ,  MITCHELL ROBIN MARIE ,  POWERS JAMES KARL ,  BECK CHRISTOPHER CLEMMETT MACL ,  BERKE JONATHAN MICHAEL

IPC: G06F3/048 ,  G06F12/00 ,  G06F17/30 ,  G06Q10/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00 ,  G06F15/00 ,  G06F13/00

Abstract: A multimedia call center includes facility for storing copies of transaction s associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface fo r a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared a nd related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to th e stored event files.