Abstract: A device with one or more processors and memory receives, from a first party, an input including a sequence of numbers corresponding to a plurality of key performance indicator values associated with an entity and time range information for the sequence of numbers. In response to receiving the input, the device obtains, from a data set associated with the entity, data that corresponds to a plurality of metrics in accordance with the time range information, wherein the data set is accessible to a second party that does not have direct knowledge of the key performance indicators and determines correlations between the plurality of metrics and the sequence of numbers. The device provides, to the first party, a result indicative of a respective correlation between one or more of the metrics and the sequence of numbers.

Abstract: The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions.

Abstract: A social network aggregation platform collects user generated content from multiple disparate social network platforms. The platform includes methods and systems for maintaining and applying user-selected and/or platform-specific privacy settings to the content when distributed or published. User privacy settings are compiled across platforms and used as a filter list against user-generated content. As a content stream is ingested into a platform, the source(s) of the invention content items are checked and the appropriate privacy settings are applied.

Abstract: The method manages customization upgrades to a production website while keeping it accessible. The website currently utilizes a first version of a software plugin. A user requests copying a second version of the plugin from another website to production, which is then authorized. Copying the plugin makes both versions simultaneously operational for distinct groups of users. Users request a webpage that utilizes the plugin, and receive the webpage customized by the first or second version of the plugin depending on whether they are preview-mode users. A request to designate the second version of the plugin as the live version is submitted, and authorization to implement the request is received. After designating the second version of the plugin as the live version, all subsequent requests for the webpage result in receiving the webpage customized by the second version of the plugin regardless of whether the users are designated as preview-mode users.

Abstract: The present invention relates to social customer service and support systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions.

Abstract: A computer server system provides an online community for customers of a business entity. A first level feedback module provides visual feedback to each user in a user interface for the online community, which quantifies each user's interaction with the community. A notification module sends an electronic message to a user when the user's interaction is below a predefined threshold rate. A second level feedback module calculates second level metrics that quantify other users' evaluations of postings to the online community by a first user. Visual feedback of the second level metrics is provided. A third level feedback module awards a designated achievement badge to users whose interaction metrics exceed predefined threshold values, and displays the achievement badge in the user interface. The system promotes a high level of user participation in the online community and thereby contributes to a low cost of technical support provided by the business entity.

Abstract: A disclosed method identifies a subject matter expert in an online community for a business entity. The method is performed at a server having one or more processors and memory. The method identifies a plurality of subject matter areas for postings on a website for an online community, and each posting is assigned to one or more of the subject matter areas. For a first subject matter area a set of users is identified, each of whom has authored a plurality of postings assigned to the first subject matter area. A first user of the set of users is identified as a subject matter expert for the first subject matter area based on a determination that the first user's postings assigned to the first subject matter area have consistently been highly relevant to the first subject matter area over a predefined period of time.

Abstract: Aggregate scoring is used to help classify digital content such as content uploaded to multi-user websites (e.g., social networking websites). In one embodiment, specific categories are used that relate to a social implication of content. For example, text, images, audio or other data formats can provide communication perceived to fall into categories such as violent, abusive, rights management, pornographic or other types of communication. The categories are used to provide a raw score to items in various groupings of a site's content. Where items are related to other items such as by organizational, social, legal, data-driven, design methods, or by other principles or definitions, the related items' raw scores are aggregated to achieve a score for a particular grouping of items that reflects, at least in part, scores from two or more of the related items.

Abstract: A device with one or more processors and memory displays a first representation of a first subset of data from a data set. The first subset of data is associated with a first time period with more than a threshold number of discrete time steps. The first representation shows changes in the first subset of data over time. The device receives a request to view data associated with a second time period with no more than the threshold number of discrete time steps. In response, the device displays a second representation of a second subset of data from the data set. The second subset of data is associated with the second time period. The second representation aggregates the second subset of data over the second time period and shows divisions of the data in a respective set of one or more data-set dimensions.

Abstract: A device with one or more processors and memory receives, from a first party, an input including a sequence of numbers corresponding to a plurality of key performance indicator values associated with an entity and time range information for the sequence of numbers. In response to receiving the input, the device obtains, from a data set associated with the entity, data that corresponds to a plurality of metrics in accordance with the time range information, wherein the data set is accessible to a second party that does not have direct knowledge of the key performance indicators and determines correlations between the plurality of metrics and the sequence of numbers. The device provides, to the first party, a result indicative of a respective correlation between one or more of the metrics and the sequence of numbers.

Abstract: A device with one or more processors and memory display, in a data display panel, a plurality of nodes associated with a data set. The plurality of nodes include a first set of one or more nodes and a second set of one or more nodes distinct from the first set of nodes. The data set includes information indicating a magnitude of a relationship between nodes in the first set of nodes and nodes in the second set of nodes. The device receives a first input corresponding to selection of a first node in the first set of nodes. In response to receiving the input, the device displays, in the data display panel, a visual indication of a magnitude of a relationship between the first node and one or more nodes in the second set of nodes.

Abstract: A device with one or more processors and memory displays, in a data display panel, a first representation of data from a data set. The data is selected in accordance divisions in a first data-set dimension and divisions in a second data-set dimension, and is organized to emphasize the divisions in the first data-set dimension. The device receives an input corresponding to switching the dimension selector from a first state to a second state. In response to receiving the input, the device displays, in the data display panel, a second representation of a second subset of data from the data set, where the second subset of data is selected from the data set in accordance with the divisions in the first data-set dimension and the divisions in the second data-set dimension, and is organized to emphasize the divisions in the second data-set dimension.

Abstract: A device with one or more processors and memory displays a user interface, including a data display panel and a plurality of data-selection interfaces. A first data-selection interface includes options corresponding to divisions in a first data-set dimension. A second data-selection interface corresponding to divisions in a second data-set dimension. The device displays a visual representation of a subset of the data set in the data display panel and receives a first input. In response to receiving the first input, when the option was an option from the first plurality of options, the device displays previously undisplayed data corresponding to a respective division in the first data-set dimension, and when the option was an option from the second plurality of options, the device displays previously undisplayed data corresponding to a respective division in the second data-set dimension.

Abstract: The present invention relates to customer relationship management systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality to match customer service environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

Abstract: The present invention relates to customer relationship management systems integrated with social media and social networks. More particularly, the invention provides a social customer care platform system to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in real-time, tens of thousands of social interactions. It comprises role specific user-interface and functionality to match customer service environments, automated prioritization and matching for increased agent productivity, and an automated enterprise workflow to align social media support with existing business processes.

Abstract: Aggregate scoring is used to help classify digital content such as content uploaded to multi-user websites (e.g., social networking websites). In one embodiment, specific categories are used that relate to a social implication of content. For example, text, images, audio or other data formats can provide communication perceived to fall into categories such as violent, abusive, rights management, pornographic or other types of communication. The categories are used to provide a raw score to items in various groupings of a site's content. Where items are related to other items such as by organizational, social, legal, data-driven, design methods, or by other principles or definitions, the related items' raw scores are aggregated to achieve a score for a particular grouping of items that reflects, at least in part, scores from two or more of the related items.

Abstract: Aggregate scoring is used to help classify digital content such as content uploaded to multi-user websites (e.g., social networking websites). In one embodiment, specific categories are used that relate to a social implication of content. For example, text, images, audio or other data formats can provide communication perceived to fall into categories such as violent, abusive, rights management, pornographic or other types of communication. The categories are used to provide a raw score to items in various groupings of a site's content. Where items are related to other items such as by organizational, social, legal, data-driven, design methods, or by other principles or definitions, the related items' raw scores are aggregated to achieve a score for a particular grouping of items that reflects, at least in part, scores from two or more of the related items.