Systems and methods for analyzing contact center interactions
US8467518B2 · kind B2 · utility
9Cited by
1References
23Claims
0Family size
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Key dates
| Filing date | Jan 13, 2011 |
| Grant date | Jun 18, 2013 |
| Priority date | — |
| Expiry date | Jul 4, 2031 |
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.