Method and apparatus for multiple agent commitment tracking and notification
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorJames Karl Powers
Life of this patent
Estimating the term…
Abstract
A system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel effected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.
Claims26
In a networked communication system, a method for recording and tracking client contacts on behalf of a host organization, comprising steps of:
- (a) storing the full content of communications to and from clients as entities in a multimedia database;
- (b) relating entities in the database by issue;
- and
- (c) displaying an object-oriented interface on a video display of the PC workstation, the interface characterized in that database entities may be recalled and displayed as objects in issue-related chronological strings.
A system for recording and tracking client contacts on behalf of a host organization, comprising:
- a multimedia database adapted for storing the full content of communications to and from clients as database entities, the entities related in the database by issue;
- and
- an object-oriented interface on a video display of a PC workstation coupled to the multimedia database, the interface characterized in that database entities may be recalled and displayed as objects in issue-related chronological strings.
A multimedia call center, comprising:
- plurality of agent stations, individual ones having a multimedia-capable personal computer with a video display unit (PC/VDU), and adapted for data network telephony (DNT);
- a local area network (LAN) connecting agent stations in the call center and connecting agent stations to one or more communication networks;
- and
- a multimedia database connected on the LAN;
- wherein the database is adapted to store the full content of communications to and from clients as database entities, the entities related in the database by issue, and to display at individual PC/VDUs an object-oriented interface, the interface characterized in that database entities may be recalled and displayed as objects in issue-related chronological strings.
Dependencies are inferred from the claim text.