Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics
US7869586B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 30, 2007 |
| Grant date | Jan 11, 2011 |
| Priority date | — |
| Expiry date | Nov 10, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics is provided. The method is implemented by a non-transitory computer readable medium having a plurality of code segments and includes selecting a range of the organized plurality of agents and identifying a plurality of interactions associated with an organized plurality of agents within the selected range, receiving voice data associated with each of the identified interactions and analyzing the voice data, agent call activity data, customer call activity data, and customer history data associated with each of the identified interactions, and generating business process analytics for the identified interactions.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.