Systems and methods for presenting end to end calls and associated information
US8885798B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Jan 23, 2012 |
| Grant date | Nov 11, 2014 |
| Priority date | — |
| Expiry date | Aug 6, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5166
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Systems and methods that, among other things, analyze and monitor the performance of a call center including performance of the interactive voice response (IVR) systems, call center agents, and other components of the call center. The systems and methods record characteristics of the call such as the audio data, and analyze that record to identify the events and the actions that take place during the call. A call center administrator may also identify a set of metrics, such as the number of dropped calls that occur during a day that may be monitored by the systems described herein. The data collected about these events and the resulting metrics may be stored in a database and provided to a call center administrator through a user interface that allows the administrator to browse through the collected metric and recorded call data and directly review relevant portions of a call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.