Systems and methods of contact monitoring

US8913116B2 · kind B2 · utility

Assignee

• InContact Inc. · US

Inventors

• Jason Lowry · Salt Lake City, US
• Matthew Lawrence Page · Cottage Grove, US
• Taylor Henry White · Holladay, US
• Nicholas Bauer Ramond · Draper, US
• Brian Douglas Minert · Orem, US

Key dates

• Filing date: Jan 11, 2012
• Grant date: Dec 16, 2014
• Expiry date: Jan 23, 2033

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/016
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor.