System and method for distributing an agent interaction for evaluation based on the quality of service
US10616413B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 7, 2019 |
| Grant date | Apr 7, 2020 |
| Priority date | — |
| Expiry date | Oct 7, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5183
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computerized system in a cloud-based computing environment for preventing an evaluation of agent recording segments having bad customer sentiment due to low network Quality of Service (QoS), is provided herein. The system may include a Session Border Controller to send metadata related to a regulated network QoS to a database; a media server to store the call interaction; an Interaction Manager (IM) module to extract metadata related to the regulated network QoS; an Indexer Micro-Service to listen to real-time data streaming service and to index and store the metadata related to the regulated network QoS, when new metadata arrives; a Multi-Channel Recording unit to retrieve: an interaction call; and indexed metadata from the document-oriented database; a Quality Planner Micro-Service to: read MOS score for the call interaction; distribute a call interaction for evaluation when the read MOS score is above a predefined threshold, according to a predefined quality plan.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.