Apparatus and method for automated voice analysis in ACD silent call monitoring
US6363145B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 17, 1998 |
| Grant date | Mar 26, 2002 |
| Priority date | — |
| Expiry date | Aug 17, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system for automated silent call monitoring in an automatic call distributor (ACD) environment includes configuring a set of call performance profiles which include voice data patterns which are descriptive of voice data transmissions during an ACD call and which are associated with substandard agent performance. Each voice data pattern has a corresponding threshold which represents the maximum number of detections tolerated in an ACD call prior to execution of a notification routine. A digital signal processor (DSP) monitors a first call between an agent terminal and a customer terminal for the voice data patterns and stores detection data in memory upon detecting of one of the voice data patterns. A central processor unit (CPU) compares the number of detections of the voice patterns within predetermined time intervals to the threshold numbers of detections represented in the thresholds to determine if any threshold has been exceeded. If no thresholds have been exceeded, the DSP continues to monitor for the voice data patterns. If a threshold has been exceeded, the CPU executes the notification routine wherein a supervisor terminal and the agent terminal are notified …
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.