Telephone call monitoring system
US6959079B2 · kind B2 · utility
70Cited by
3References
6Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Feb 19, 2003 |
| Grant date | Oct 25, 2005 |
| Priority date | — |
| Expiry date | Mar 5, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A monitoring system for monitoring agent telephonic interactions with customers and a method thereof is provided. The system may comprise a voice logger to receive and record audio of a telephone call received by the agent, a screen logger to receive and record video screen data associated with interactions of the agent with a computer during the telephone call and an event manager to determine whether the interactions meet at least one predefined monitoring condition.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.