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1. 发明授权

US09692896B2 Communication dashboard with dynamically configured interface 有权
公开(公告)号：US09692896B2
公开(公告)日：2017-06-27
申请号：US14170035
申请日：2014-01-31
申请人： Oracle International Corporation
发明人： Akbar Jaffer , Richard Dean Day , Ming Wang
IPC分类号： G06N99/00 , G06Q10/00 , H04M3/51 , G06Q10/10
CPC分类号： H04M3/5191 , G06Q10/10
摘要： The method and system of the present invention include, responsive to a receipt of a customer input, customizing an agent interface menu. The customizing includes selecting a plurality of action items for the agent interface menu, and ordering the plurality or more action items in the agent interface menu. The customizing is performed using the customer input and an item of stored customer information. The method further includes presenting an item of the customer input in an agent interface. The agent interface includes the agent interface menu, a communication window, and a customer attributes display. Responsive to a selection of one of the plurality of action items, wherein the plurality of action items is presented by the agent interface menu, an input field in a form provided in support of an action selected from the agent interface menu is populated with the customer input received from the customer interface.

2. 发明申请

US20140365471A1 KNOWLEDGE BASE SEARCH UTILITY 审中-公开
标题翻译：知识库搜索实用程序
公开(公告)号：US20140365471A1
公开(公告)日：2014-12-11
申请号：US14456650
申请日：2014-08-11
申请人： Oracle International Corporation
发明人： Akbar Jaffer , Richard Dean Day , Ameet B. Nayak
IPC分类号： G06F17/30 , G06F3/0484
CPC分类号： G06F16/248 , G06F3/04842 , G06F16/2455 , G06Q10/06 , G06Q10/10
摘要： A method is disclosed. The method includes performing a first search in response to initiating a communication session between an agent and a customer. The first search is performed using first data, attributes of a service interaction, and second data. The first data represents a second search requested by the customer, and the second data represents items viewed by the customer from among first results of the second search. Second results of the first search are displayed.
摘要翻译：公开了一种方法。该方法包括响应于启动代理和客户之间的通信会话来执行第一搜索。使用第一数据，服务交互的属性和第二数据来执行第一搜索。第一数据表示客户请求的第二次搜索，第二数据表示从第二搜索的第一结果中客户查看的项目。显示第一个搜索的第二个结果。

3. 发明申请

US20140211934A1 COMMUNICATION DASHBOARD WITH DYNAMICALLY CONFIGURED INTERFACE 审中-公开
标题翻译：具有动态配置接口的通讯台
公开(公告)号：US20140211934A1
公开(公告)日：2014-07-31
申请号：US14170035
申请日：2014-01-31
申请人： Oracle International Corporation
发明人： Akbar Jaffer , Richard Dean Day , Ming Wang
IPC分类号： H04M3/51
CPC分类号： H04M3/5191 , G06Q10/10
摘要： The method and system of the present invention include, responsive to a receipt of a customer input, customizing an agent interface menu. The customizing includes selecting a plurality of action items for the agent interface menu, and ordering the plurality or more action items in the agent interface menu. The customizing is performed using the customer input and an item of stored customer information. The method further includes presenting an item of the customer input in an agent interface. The agent interface includes the agent interface menu, a communication window, and a customer attributes display. Responsive to a selection of one of the plurality of action items, wherein the plurality of action items is presented by the agent interface menu, an input field in a form provided in support of an action selected from the agent interface menu is populated with the customer input received from the customer interface.
摘要翻译：本发明的方法和系统包括响应于客户输入的接收，定制代理界面菜单。定制包括为代理接口菜单选择多个动作项目，并且在代理界面菜单中排序多个或多个动作项目。使用客户输入和存储的客户信息的项目执行定制。该方法还包括在代理接口中呈现客户输入的项目。代理接口包括代理接口菜单，通信窗口和客户属性显示。响应于所述多个动作项中的一个操作项的选择，其中所述多个动作项由所述代理界面菜单呈现，以支持从所述代理界面菜单中选择的动作提供的形式的输入字段填充所述客户从客户界面收到的输入。

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