Monitoring service personnel
US7558382B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 30, 2005 |
| Grant date | Jul 7, 2009 |
| Priority date | — |
| Expiry date | Mar 9, 2027 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2207/203
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An approach for monitoring interaction between individuals engaged in a communication session is disclosed. The individuals are described herein as a customer service representative and a customer and the communication session is accomplished over a communication network. Audio data embodying the communication session is copied and stored to a media file in conjunction with video data captured by a video capture device monitoring the customer service representative. The media file is a data structure in which the audio data and the video data are stored in segmented fashion. Each segment of audio data is associated with a segment of video data based on a common time reference, thereby providing synchronized documentation of the communication session. The media file is stored on a database and available to a supervisor using a server computer to monitor the communication session for quality assurance or other evaluation purposes.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.