System for Facilitating Loosely Configured Service Worker Groups in a Dynamic Call Center Environment
US-2015312413-A1 · Oct 29, 2015 · US
Contact center skills modeling using customer relationship management (CRM) incident categorization structure
US9225834B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9225834-B2 |
| Application number | US-201313903141-A |
| Country | US |
| Kind code | B2 |
| Filing date | May 28, 2013 |
| Priority date | May 28, 2013 |
| Publication date | Dec 29, 2015 |
| Grant date | Dec 29, 2015 |
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Abstract
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Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information.
First claim
Opening claim text (preview).
What is claimed is: 1. A method for defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system, the method comprising: defining, by a computer system, a set of product information representing products or services for which support is available through the CRM system and a multi-level hierarchical structure for the set of product information; defining, by the computer system, a set of incident information representing cus…
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- H04M3/5233Primary
Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
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Frequently asked questions
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- What does patent US9225834B2 cover?
- Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services f…
- Who is the assignee on this patent?
- Oracle Int Corp
- What technology area does this patent fall under?
- Primary CPC classification H04M3/5233. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Dec 29 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).