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Multi-service request within a contact center
DJ Hill, SH Kiefhaber, JE Kohler, HR Paddock… - US Patent …, 2011 - Google Patents
US PATENT DOCUMENTS 4,163,124 A 7, 1979 Jolissaint 4,510,351 A 4, 1985 Costello et
al. 4,567,323 A 1, 1986 Lottes et al. 4,737,983 A 4, 1988 Frauenthal et al. 4,797,911 A 1 …
al. 4,567,323 A 1, 1986 Lottes et al. 4,737,983 A 4, 1988 Frauenthal et al. 4,797,911 A 1 …
Contact center and method for tracking and acting on one and done customer contacts
SH Kiefhaber, JE Kohler, HR Paddock… - US Patent …, 2010 - Google Patents
4,163,124 A 7, 1979 Jolissaint 4,510,351 A 4, 1985 Costello et al. 4,567,323 A 1/1986 Lottes
et al............... 179, 18 B 4,737,983 A 4, 1988 Frauenthal et al. 4,797,911 A 1, 1989 Szlam et …
et al............... 179, 18 B 4,737,983 A 4, 1988 Frauenthal et al. 4,797,911 A 1, 1989 Szlam et …
Contact center service monitoring and correcting
KR Hackbarth, M Jenson, SH Kiefhaber… - US Patent …, 2015 - Google Patents
(57) ABSTRACT A contact center is provided that includes a plurality of agents for servicing
incoming contacts and an event manager that is operable to monitor various administrative …
incoming contacts and an event manager that is operable to monitor various administrative …
Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
AD Flockhart, RH Foster, EP Mathews, JK Ross… - US Patent …, 2010 - Google Patents
4,163,124 A 7, 1979 Jolissaint 4,510,351 A 4, 1985 Costello et al. 4,567,323 A 1, 1986
Lottes et al. 4,737,983 A 4, 1988 Frauenthal et al. 4,797,911 A 1, 1989 Szlam et al …
Lottes et al. 4,737,983 A 4, 1988 Frauenthal et al. 4,797,911 A 1, 1989 Szlam et al …
System and method of member unique names
G Seeds, D Cushing, H Cazemier - US Patent 7,720,789, 2010 - Google Patents
2005/0010550 A1 1/2005 Potter et al..................... 707/1 2006, 0048048 A1 3, 2006 Welcker
et al. tion and transforming a MUN of a first data source into a MUN of the second data …
et al. tion and transforming a MUN of a first data source into a MUN of the second data …
Report database dependency tracing through business intelligence metadata
JJ Olson - US Patent 8,856,182, 2014 - Google Patents
5,289,368 A 2f1994 Jordan et al. 5,897,622 A 4, 1999 Blinn et al. 5,291,550 A 3/1994 Levy
et al. 5,903,641 A 5/1999 Tonisson 5,299,260 A 3, 1994 Shaio 5,903,877 A 5/1999 …
et al. 5,903,641 A 5/1999 Tonisson 5,299,260 A 3, 1994 Shaio 5,903,877 A 5/1999 …
Specification of management views in information warehouse projects
R Holten - Information Systems, 2003 - Elsevier
An approach for specifying management views in the requirement specification phase of
information warehouse projects is presented. Based on a framework relating development …
information warehouse projects is presented. Based on a framework relating development …
Data extensibility using external database tables
MA Bland, SE Friedl, TD Jennings, JJ Olson… - US Patent …, 2010 - Google Patents
4567.323 A 1, 1986 Lottes et al. operable 320 to import data from the work queue to the
4.737, 983 A 4, 1988 Frauenthal et al. second database. In the system, the first party is not …
4.737, 983 A 4, 1988 Frauenthal et al. second database. In the system, the first party is not …
Contact center performance prediction
KR Hackbarth, M Jenson, SH Kiefhaber… - US Patent …, 2014 - Google Patents
5,206,903 5,210,789 5,274,700 5,278,898 5,289,368 5,291,550 5,299,260 5,309,513
5,311,422 5,325,292 5,335,268 5,335,269 5,390,243 5,436,965 5,444,774 5,467,391 …
5,311,422 5,325,292 5,335,268 5,335,269 5,390,243 5,436,965 5,444,774 5,467,391 …
Method for discovering problem agent behaviors
KR Hackbarth Jr, M Jenson, JE Kohler… - US Patent …, 2010 - Google Patents
(54) METHOD FOR DISCOVERING PROBLEM 4,510,351 A 4/1985 Costello et a1. AGENT
BEHAVIORS 4,567,323 A 1/1986 Lottes et a1. 4,737,983 A 4/1988 Frauenthal et a1.(75) …
BEHAVIORS 4,567,323 A 1/1986 Lottes et a1. 4,737,983 A 4/1988 Frauenthal et a1.(75) …