Call management system including a call transcription supervisory monitoring interactive dashboard at a command center
US11233901B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 9, 2020 |
| Grant date | Jan 25, 2022 |
| Priority date | — |
| Expiry date | Nov 9, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/04
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A process is described for a call management system to provide a call transcription supervisory monitoring interactive dashboard of incoming calls at a command center. A plurality of incoming calls are received including a first call reflecting a first incident and a second call reflecting a second incident. Audio from the first and second calls are transcribed. First and second incoming call objects are displayed in a call-by-call portion of the interactive dashboard. The transcripts are cross-referenced with a call-by-call keyword database to identify call-by-call keywords of interest, and the incoming call objects are populated with the call-by-call keywords of interest. An all-call object is displayed in an all-call portion of the interactive dashboard. The transcripts are cross-referenced with an all-call keyword database to identify all-call keywords of interest, and the all-call object is populated with the all-call keywords of interest.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.