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1. 发明申请

US20050034058A1 FLEXIBLE MULTIPLE SPREADSHEET DATA CONSOLIDATION SYSTEM 有权
标题翻译：灵活多播播放数据综合系统
公开(公告)号：US20050034058A1
公开(公告)日：2005-02-10
申请号：US10604608
申请日：2003-08-04
申请人： Scott Mills , Kurt Joseph , Melissa Oldenburg , Mark Nixon
发明人： Scott Mills , Kurt Joseph , Melissa Oldenburg , Mark Nixon
IPC分类号： G06F15/00 , G06F17/24
CPC分类号： G06F17/246
摘要： A method of consolidating data from multiple spreadsheets includes selecting multiple spreadsheets (52). Portions of data from files corresponding to each of the spreadsheets (52) are also selected. Automated consolidation of said portions of data is executed. The consolidation includes retrieval of the portions of data, generation of a final report spreadsheet (124), and appendage of the portions of data to the final report spreadsheet (124).
摘要翻译：整合来自多个电子表格的数据的方法包括选择多个电子表格（52）。还选择了与每个电子表格（52）相对应的文件的数据的部分。执行所述数据部分的自动合并。合并包括检索数据的部分，生成最终报告电子表格（124）以及将数据部分附加到最终报告电子表格（124）。

2. 发明申请

US20050053224A1 System and method to provide automated scripting for customer service representatives 有权
公开(公告)号：US20050053224A1
公开(公告)日：2005-03-10
申请号：US10970236
申请日：2004-10-21
申请人： Stanford Pennington , Melissa Oldenburg , Benjamin Schubert , Kurt Joseph , Mary Griffitt , Krisinda Guerrero
发明人： Stanford Pennington , Melissa Oldenburg , Benjamin Schubert , Kurt Joseph , Mary Griffitt , Krisinda Guerrero
IPC分类号： G06Q30/02 , G06Q30/06 , H04M3/51 , H04M3/00 , H04M5/00
CPC分类号： G06Q30/02 , G06Q30/0601 , H04M3/42059 , H04M3/42068 , H04M3/5133 , H04M3/5183 , H04M2201/38 , H04M2242/22
摘要： A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and two or more purpose classifications for selection by the CSR. The purpose classifications may include (a) an add classification for customer requests to add a new product to an account and (b) a remove classification for customer requests to remove an existing product from the account. A page generator may receive input from the CSR selecting one of the purpose classifications and one of the products as pertinent to the call. In response, the page generator may automatically displaying a customized page with scripted text for the CSR to read to the customer. The scripted text may correspond specifically both to the selected purpose classification and to the selected product.

3. 发明申请

US20070206757A1 SYSTEM AND METHOD TO PROVIDE AUTOMATED SCRIPTING FOR CUSTOMER SERVICE REPRESENTATIVES 审中-公开
标题翻译：为客户服务代表提供自动化脚本的系统和方法
公开(公告)号：US20070206757A1
公开(公告)日：2007-09-06
申请号：US11745625
申请日：2007-05-08
申请人： Stanford Pennington , Melissa Oldenburg , Benjamin Schubert , Kurt Joseph , Mary Griffitt , Krisinda Guerrero
发明人： Stanford Pennington , Melissa Oldenburg , Benjamin Schubert , Kurt Joseph , Mary Griffitt , Krisinda Guerrero
IPC分类号： H04M11/00
CPC分类号： G06Q30/02 , G06Q30/0601 , H04M3/42059 , H04M3/42068 , H04M3/5133 , H04M3/5183 , H04M2201/38 , H04M2242/22
摘要： A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and two or more purpose classifications for selection by the CSR. The purpose classifications may include (a) an add classification for customer requests to add a new product to an account and (b) a remove classification for customer requests to remove an existing product from the account. A page generator may receive input from the CSR selecting one of the purpose classifications and one of the products as pertinent to the call. In response, the page generator may automatically displaying a customized page with scripted text for the CSR to read to the customer. The scripted text may correspond specifically both to the selected purpose classification and to the selected product.
摘要翻译：所公开的方法提供自动脚本以指导客户服务代表（CSR）处理来自客户的呼叫。该方法中的操作可能包括显示产品和两个或多个用途分类供CSR选择。目的分类可以包括（a）为客户向客户添加新产品的请求的添加分类，以及（b）从客户端删除现有产品的客户请求的删除分类。页面生成器可以从CSR中接收输入，其中选择目的分类之一，并且与呼叫相关的一个产品。作为响应，页面生成器可以自动显示具有脚本文本的定制页面，以供CSR读取。脚本文本可以具体对应于所选择的目的分类和所选择的产品。

4. 发明申请

US20050078805A1 System and method for the automated analysis of performance data 有权
公开(公告)号：US20050078805A1
公开(公告)日：2005-04-14
申请号：US11005685
申请日：2004-12-07
申请人： Scott Mills , Kurt Joseph , Theodore Pasquale , Robert Bushey , John Martin , Benjamin Knott
发明人： Scott Mills , Kurt Joseph , Theodore Pasquale , Robert Bushey , John Martin , Benjamin Knott
IPC分类号： G06F9/44 , G06Q10/10 , G09G5/00 , G10L15/18 , H04M1/24 , H04M1/64 , H04M3/00 , H04M3/22 , H04M11/00 , H04M15/00
CPC分类号： G10L15/1822 , G06F8/20 , G06Q10/10 , H04M15/00
摘要： A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.

5. 发明申请

US20080046830A1 Prioritized User Interface 失效
标题翻译：优先用户界面
公开(公告)号：US20080046830A1
公开(公告)日：2008-02-21
申请号：US11926728
申请日：2007-10-29
申请人： Theodore Pasquale , Kurt Joseph , Scott Mills
发明人： Theodore Pasquale , Kurt Joseph , Scott Mills
IPC分类号： G06F3/048
CPC分类号： G06F3/0482 , H04M1/72583 , H04M1/72586
摘要： Prioritized user interfaces are disclosed. A user interface may include a menu including a plurality of selectable items displayed in respective menu positions. A menu position of at least one of the plurality of selectable items is assigned based on a prioritization level of the at least one selectable item. The prioritization level is based at least partially on a selection metric for the at least one selectable item. The user interface may also include a menu locator indicating a location of a menu within a multi-level menu structure. The menu locator may include a first indicator of a position within a first level of the multi-level menu structure and a second indicator of a position within a second level of the multi-level menu structure.
摘要翻译：公开了优先用户界面。用户界面可以包括包括在各个菜单位置中显示的多个可选项目的菜单。基于至少一个可选项目的优先级来分配多个可选项目中的至少一个的菜单位置。所述优先级级别至少部分地基于所述至少一个可选项目的选择度量。用户界面还可以包括指示菜单在多级菜单结构内的位置的菜单定位器。菜单定位器可以包括多级菜单结构的第一级内的位置的第一指示符和多级菜单结构的第二级内的位置的第二指示符。

6. 发明申请

US20050054384A1 System and method for prioritized interface design 有权
标题翻译：优化接口设计的系统和方法
公开(公告)号：US20050054384A1
公开(公告)日：2005-03-10
申请号：US10646631
申请日：2003-08-22
申请人： Theodore Pasquale , Kurt Joseph , Scott Mills
发明人： Theodore Pasquale , Kurt Joseph , Scott Mills
IPC分类号： H04M1/247 , H04M1/2745 , H04B1/38 , G09G5/00
CPC分类号： G06F3/0482 , H04M1/72583 , H04M1/72586
摘要： A system and method for prioritized interface design are disclosed. In one embodiment of a system incorporating teachings of the present disclosure, a wireless-enabled device may include a display, a user input mechanism, and a housing component that at least partially defines an internal cavity. The device may have several engines including a display engine that can initiate presentation of a menu that has several selectable items displayed in respective menu positions. The device may also include a metric engine that tracks some selection metric for the selectable items and a priority engine that determines a prioritization level for the selectable items. In some embodiments, the prioritization level may be related to a selection metric. The device may also have a mapping engine that modifies assigned menu positions for the selectable items in response to changes in the prioritization level of the items.
摘要翻译：公开了一种优先接口设计的系统和方法。在包含本公开的教导的系统的一个实施例中，无线使能设备可以包括至少部分地限定内部空腔的显示器，用户输入机构和壳体部件。该设备可以具有几个引擎，其包括显示引擎，显示引擎可以启动具有在相应菜单位置中显示的多个可选项目的菜单的呈现。设备还可以包括跟踪可选项目的一些选择度量的度量引擎和确定可选项目的优先级水平的优先级引擎。在一些实施例中，优先级级别可以与选择度量相关。该设备还可以具有映射引擎，其响应于项目的优先级级别的改变来修改可选项目的分配的菜单位置。

7. 发明申请

US20080063178A1 Agent call flow monitoring and evaluation 审中-公开
标题翻译：代理呼叫流量监控和评估
公开(公告)号：US20080063178A1
公开(公告)日：2008-03-13
申请号：US11504669
申请日：2006-08-16
申请人： Jonathan Paden , Jon Harris , Matthew A. Dixon , Kurt Joseph
发明人： Jonathan Paden , Jon Harris , Matthew A. Dixon , Kurt Joseph
IPC分类号： H04M3/00
CPC分类号： H04M3/5175
摘要： Agent performance is monitored. Multiple segments of a first communications session are monitored based on corresponding triggers that trigger the monitoring of the multiple segments. Characteristic data of the multiple segments is obtained. The characteristic data of the first communications session and characteristic data of a second communications session are grouped. The characteristic data of the first communications session is subject to common evaluation with the characteristic data of the second communications session.
摘要翻译：代理性能受到监控。基于触发对多个段的监视的相应触发来监视第一通信会话的多个段。获得多个段的特征数据。第一通信会话的特征数据和第二通信会话的特征数据被分组。第一通信会话的特征数据与第二通信会话的特征数据进行共同评估。

8. 发明申请

US20080002821A1 SYSTEM AND METHOD FOR AUTOMATING CUSTOMER SLAMMING AND CRAMMING COMPLAINTS 失效
标题翻译：用于自动化客户抽签和打印投诉的系统和方法
公开(公告)号：US20080002821A1
公开(公告)日：2008-01-03
申请号：US11855087
申请日：2007-09-13
申请人： Kurt Joseph , Robert Bushey , Benjamin Knott , John Martin
发明人： Kurt Joseph , Robert Bushey , Benjamin Knott , John Martin
IPC分类号： G06Q10/00 , H04M3/00
CPC分类号： G06Q30/02 , G06Q10/109 , H04M3/5166
摘要： A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response. Once the customer complaint has been resolved, the complaint module stores information regarding the slam or cram for reporting requirements and tracking purposes.
摘要翻译：用于自动化客户砰击和挤压投诉的方法和系统包括具有一个或多个接收设备和投诉模块的自动报告系统。想要报告大满贯或者填写的客户访问自动报告系统并报告投诉，而不必与客户服务代表交谈。投诉模块获取客户电话号码，并使用客户电话号码检索客户帐户信息。使用客户帐户信息，投诉模块会推断客户投诉的投诉类型，并提示客户提供有关客户投诉和投诉类型的信息。客户提供客户对提示的响应，投诉模块向客户提供关于每个客户响应的指示。一旦客户投诉得到解决，投诉模块将存储有关用于报告要求和跟踪目的的大满贯或填写的信息。

9. 发明申请

US20050075894A1 System, method & software for a user responsive call center customer service delivery solution 审中-公开
标题翻译：用户响应呼叫中心客户服务提供解决方案的系统，方法和软件
公开(公告)号：US20050075894A1
公开(公告)日：2005-04-07
申请号：US10679214
申请日：2003-10-03
申请人： Robert Bushey , Theodore Pasquale , Elizabeth Gibson , John Martin , Benjamin Knott , Kurt Joseph
发明人： Robert Bushey , Theodore Pasquale , Elizabeth Gibson , John Martin , Benjamin Knott , Kurt Joseph
IPC分类号： G06Q30/00 , G06F17/60
CPC分类号： G06Q30/02
摘要： A system, method and software are provided for implementing an adaptive and dynamic call center customer service delivery solution. In operation, a user interface (U/I) model is selected from a library of U/I models as the U/I model likely to elicit favorable customer responses and to achieve customer completion of the selected transaction. The active U/I model may be re-evaluated at each node of the selected transaction and a new model selected in response to a determination that the active U/I model is no longer preferred. One or more U/I models may be updated based on observed user responsiveness, the efficiency of past transactions as well as on other grounds.
摘要翻译：提供了一种用于实现自适应和动态呼叫中心客户服务提供解决方案的系统，方法和软件。在操作中，从U / I模型库中选择用户界面（U / I）模型，因为U / I模型可能引起有利的客户响应并实现客户完成所选择的交易。可以在所选事务的每个节点处重新评估活动U / I模型，并且响应于确定活动U / I模型不再优选而选择的新模型。一个或多个U / I模型可以基于观察到的用户响应性，过去交易的效率以及其他原因来更新。

10. 发明授权

US09491407B2 Method and system for integrating smart tags into a video data service 有权
标题翻译：将智能标签集成到视频数据服务中的方法和系统
公开(公告)号：US09491407B2
公开(公告)日：2016-11-08
申请号：US11333067
申请日：2006-01-17
申请人： Thad Pasquale , Kurt Joseph , Marc Sullivan , Philip Kortum
发明人： Thad Pasquale , Kurt Joseph , Marc Sullivan , Philip Kortum
IPC分类号： G06F3/00 , G06F13/00 , H04N5/445 , H04N7/16 , H04N21/235 , H04N21/254 , H04N21/258 , H04N21/435 , H04N21/443 , H04N21/4784 , H04N21/488 , H04N21/61 , H04N21/643 , H04N21/81 , H04N21/845 , H04N21/478
CPC分类号： H04N7/163 , H04N5/44591 , H04N21/235 , H04N21/2542 , H04N21/25891 , H04N21/435 , H04N21/443 , H04N21/478 , H04N21/4784 , H04N21/4882 , H04N21/6125 , H04N21/64322 , H04N21/812 , H04N21/8133 , H04N21/8166 , H04N21/8455
摘要： A set of application program interfaces is embodied on a computer readable medium for execution on a computer in conjunction with an application program that integrates smart tags related to a video program with a payload of video data packets. A first interface receives an input from a tag database related to video program content. A second interface receives an input integrating a smart tag with a video data payload packet. A third interface receives an input providing integrated smart tag and video data to a network. Another interface receives an input from a customer segmentation database, for example for targeting information to specific customers or customer groups.
摘要翻译：一组应用程序接口体现在计算机可读介质上，用于结合将与视频程序相关的智能标签与视频数据分组的有效载荷相集成的应用程序在计算机上执行。第一接口从与视频节目内容相关的标签数据库接收输入。第二接口接收将智能标签与视频数据有效载荷分组集成的输入。第三接口接收提供综合智能标签和视频数据到网络的输入。另一个接口从客户分段数据库接收输入，例如将信息定位到特定客户或客户群。

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