Methods of monitoring communications sessions in a contact centre
US7457404B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 19, 2003 |
| Grant date | Nov 25, 2008 |
| Priority date | — |
| Expiry date | Jan 16, 2025 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method of monitoring a communications session between an agent of a contact centre and a user of that contact centre involves analysing data from the session to locate a pattern of data indicative of a situation requiring intervention in the communications session, such as a prolonged silence, shouting, or one or more words and phrases from a stored list. The analysis can also look for a pattern of data indicative of a situation in which the agent might benefit from additional information available to the contact centre (such as a help facility or access to information regarding the user). On recognising such a pattern of data, an alert is issued to a system of the contact centre, in order to notify a human supervisor or an automated system to intervene in the communications session or to provide the agent with additional information.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.