Ben F Werner

US Patent:

20140016761, Jan 16, 2014

Filed:

Jul 11, 2012

Appl. No.:

13/546235

Inventors:

BEN WERNER - Bellevue WA, US

Assignee:

Oracle International Corporation - Redwood Shores CA

International Classification:

H04M 1/64
G09G 5/02
G06T 11/20

US Classification:

379 8811, 345440, 345589

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.

US Patent:

20140046858, Feb 13, 2014

Filed:

Aug 9, 2012

Appl. No.:

13/571005

Inventors:

BEN WERNER - Bellevue WA, US

Assignee:

Oracle International Corporation - Redwood Shores CA

International Classification:

G06Q 10/00

US Classification:

705304

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.