Patents by Inventor Gregory S Reid

Gregory S Reid has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Capturing insight of superior users of a contact center
    Publication number: 20040102982
    Abstract: New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them
    Type: Application
    Filed: November 27, 2002
    Publication date: May 27, 2004
    Inventors: Gregory S. Reid, Timothy Ringo, David P. Lane, Elizabeth H. Lian, Daniel C Farrell, Craig Fenton, Elise Shearing, Randy Bell, Sevasti Wong, Anthony Lingham, Andrey Forrester, Claudia Staubitz, Kevin Adams, Lesley Pickering, Paul Ritchie
  • Enforcing template completion when publishing to a content management system
    Publication number: 20040103089
    Abstract: New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them
    Type: Application
    Filed: November 27, 2002
    Publication date: May 27, 2004
    Inventors: David P. Lane, Gregory S. Reid, Timothy Ringo, Elizabeth H. Lian, Daniel C. Farrell, Craig Fenton, Elise Shearing, Randy Bell, Sevasti Wong, Anthony Lingham, Audrey Forrester
  • Content feedback in a multiple-owner content management system
    Publication number: 20040103019
    Abstract: New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them
    Type: Application
    Filed: November 27, 2002
    Publication date: May 27, 2004
    Inventors: Gregory S. Reid, Timothy Ringo, David P. Lane, Elizabeth H. Lian, Daniel C. Farrell, Craig Fenton, Elise Shearing, Randy Bell, Sevasti Wong, Anthony Lingham, Andrey Forrester, Claudia Staubitz, Kevin Adams, Lesley Pickering, Paul Ritchie