# US 8,572,058 B2 · Presenting linked information in a CRM system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 8,572,058 B2 - Document ID: US8572058B2 - Status: Granted - Kind: B2 - Application number: 10/306,386 - Filed: 2002-11-27 - Published: 2004-08-19 - Granted: 2013-10-29 - Earliest claimed: 2002-11-27 - Assignees: Accenture Global Services Limited - Applicants: Gregory S Reid; Timothy Ringo; David P Lane; Elizabeth H Lian; Daniel C Farrell; Craig Fenton; Elise Shearing; Randy Bell; Sevasti Wong; Anthony Lingham; Audrey Forrester; Claudia Staubitz; Kevin Adams; Lesley Pickering; Paul Ritchie - Inventors: Gregory S Reid; Timothy Ringo; David P Lane; Elizabeth H Lian; Daniel C Farrell; Craig Fenton; Elise Shearing; Randy Bell; Sevasti Wong; Anthony Lingham; Audrey Forrester; Claudia Staubitz; Kevin Adams; Lesley Pickering; Paul Ritchie - Web page: https://patentgrep.com/patent/US8572058B2 ## CPC - G06Q 30/02: Marketing; Price estimation or determination; Fundraising - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## 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 ### Claim 1 A system, including memory and at least one processor, for presenting linked information to a contact center agent, comprising: a contact center interface for providing the agent with access to a contact center application, wherein the contact center application manages and renders information; a presentation interface for providing the agent with access to a knowledge management or content management system, for providing information; and a display comprising a contact center region and a reference region, wherein the contact center region and the reference region are simultaneously visible; wherein the contact center region reflects the contact center interface and the reference region reflects the presentation interface; wherein operations and information pertaining to customer-centric problems in the contact center region are separate and independent of operations and information in the reference region; wherein the information displayed and operations performed in the contact center region are linked with a first identifier, and the information displayed and operations performed in the reference region are linked with a second identifier; wherein the first identifier is used to retrieve context-sensitive content relevant to the operations being performed and the information being displayed in the contact center region; and wherein the retrieved context-sensitive content is displayed automatically in the reference region. ### Claim 2 (depends on 1) The system from claim 1, wherein the associated support is support for billing. ### Claim 3 (depends on 1) The system from claim 1, further comprising a second display region for presenting to the agent an instant messaging tool for communicating with a subject matter expert. ### Claim 4 A computer-implemented method for presenting linked information to a contact center agent, the computer including a processor and memory and the method comprising steps performed by the computer of: providing, by the processor, a contact center interface for offering the agent with access to a contact center application, wherein the contact center application manages and renders information; providing, by the processor, a presentation interface for offering the agent with access to a knowledge management or content management system, for providing information; and simultaneously displaying, by the processor, the contact center region and the reference region; wherein the contact center region reflects the contact center interface and the reference region reflects the presentation interface; wherein operations and information pertaining to customer-centric problems in the contact center region are separate and independent of operations and information in the reference region; wherein the information displayed and operations performed in the contact center region are linked with a first identifier, and the information displayed and operations performed in the reference region are linked with a second identifier; wherein the first identifier is used to retrieve context-sensitive content relevant to the operations being performed and the information being displayed in the contact center region; and wherein the retrieved context-sensitive content is displayed automatically in the reference region. ### Claim 5 (depends on 4) The method from claim 4, wherein the associated support is support for billing. ### Claim 6 (depends on 4) The method from claim 4, further comprising displaying, by the processor, a second region for presenting to the agent an instant messaging tool for communicating with a subject matter expert. ### Claim 7 A computer program on a computer readable medium, for execution by a computer to present linked information to a contact center agent, comprising: a code segment for providing a contact center interface for offering the agent with access to a contact center application, wherein the contact center application manages and renders information; a code segment for providing a presentation interface for offering the agent with access to a knowledge management or content management system, for providing information; and a code segment for simultaneously displaying the contact center region and the reference region; wherein the contact center region reflects the contact center interface and the reference region reflects the presentation interface; wherein operations and information pertaining to customer-centric problems in the contact center region are separate and independent of operations and information in the reference region; wherein the information displayed and operations performed in the contact center region are linked with a first identifier, and the information displayed and operations performed in the reference region are linked with a second identifier; wherein the first identifier is used to retrieve context-sensitive content relevant to the operations being performed and the information being displayed in the contact center region; and wherein the retrieved context-sensitive content is displayed automatically in the reference region. ### Claim 8 (depends on 7) The computer program from claim 7, wherein the associated support is support for billing. ### Claim 9 (depends on 7) The computer program from claim 7, further comprising a code segment for displaying a second region for presenting to the agent an instant messaging tool for communicating with a subject matter expert.