Systems and methods for analyzing contact center interactions
US7873156B1 · kind B1 · utility
22Cited by
144References
23Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Sep 29, 2006 |
| Grant date | Jan 18, 2011 |
| Priority date | — |
| Expiry date | Nov 18, 2029 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/00
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a contact center agent and a customer; and assessing quality of the interaction based, at least in part, on information corresponding to at least one of: a history of the customer; and an event corresponding to the customer and occurring subsequent to the interaction.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.