Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center
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United States of America Patent
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May 8, 2001
Issued Date -
N/A
app pub date -
Sep 11, 1998
filing date -
Sep 11, 1998
priority date (Note) -
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Abstract
A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.
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