公开(公告)号：US20140016761A1

公开(公告)日：2014-01-16

申请号：US13546235

申请日：2012-07-11

Applicant: BEN WERNER

Inventor： BEN WERNER

IPC: H04M1/64 ,  G09G5/02 ,  G06T11/20

CPC classification number: G06T11/206 ,  G09G5/02 ,  G09G5/026 ,  G09G5/14 ,  H04M3/5175 ,  H04M2201/38

Abstract: A method of monitoring activity in a contact center may include receiving a plurality of customer interactions; storing a plurality of textual records; grouping the plurality of textual records into a plurality of groups, wherein each of the plurality of groups is associated with an attribute of the associated customer interaction; and causing to be displayed a graphical representation of the plurality of customer interactions comprising a plurality of geometric shapes, where each of the geometric shapes is associated with a corresponding one of the groups; and each of the geometric shapes comprises an area on the display device that is proportional to a size of the corresponding one of the groups relative to sizes of the remaining groups.

Abstract translation: 监视联络中心的活动的方法可包括接收多个客户交互; 存储多个文本记录; 将所述多个文本记录分组成多个组，其中所述多个组中的每个组与所述相关联的客户交互的属性相关联; 并且导致显示包括多个几何形状的所述多个顾客交互的图形表示，其中每个所述几何形状与所述组中的对应的一个相关联; 并且每个几何形状包括显示装置上的与相应组中的相应组的尺寸成比例的区域相对于其余组的尺寸。

公开(公告)号：US20140046858A1

公开(公告)日：2014-02-13

申请号：US13571005

申请日：2012-08-09

Applicant: BEN WERNER

Inventor： BEN WERNER

IPC: G06Q10/00

CPC classification number: G06Q30/01

Abstract: Embodiments of the invention provide systems and methods for handling of customer service questions or requests within a customer relationship management system. According to one embodiment, a method of routing of customer service questions or requests within a customer relationship management system can comprise registering each of a plurality of users of the customer relationship management system. A customer service request may then be received from a user of the plurality of users. The customer service request can include a question. The request and the user making the request can be analyzed. Based on the analysis of the request and the user making the request, the request can be routed to at least one of predefined content of the customer relationship management system, an agent of the customer relationship management system, or a community comprising at least the registered plurality of users.

Abstract translation: 本发明的实施例提供了在客户关系管理系统内处理客户服务问题或请求的系统和方法。 根据一个实施例，在客户关系管理系统内路由客户服务问题或请求的方法可以包括登记客户关系管理系统的多个用户中的每一个。 然后可以从多个用户的用户接收到客户服务请求。 客户服务请求可以包含一个问题。 可以分析请求和发出请求的用户。 基于请求的分析和提出请求的用户，该请求可以被路由到客户关系管理系统的预定义内容，客户关系管理系统的代理或至少包括注册的社区中的至少一个 多个用户。