System and method for optimizing agent time
US10425534B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 30, 2015 |
| Grant date | Sep 24, 2019 |
| Priority date | — |
| Expiry date | Mar 19, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/58
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.