Call center agent management
US9167095B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 5, 2014 |
| Grant date | Oct 20, 2015 |
| Priority date | — |
| Expiry date | Jun 5, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/401
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Call center personnel, i.e., company agents may be monitored and information from monitoring the call center agents may be presented on a portable device. The information from monitoring the call center agents may include various key performance indexes (KPIs) that enable the performance of the call center agents to be assessed. The KPIs may be updated in near-real time based on monitoring pending calls handled by the agents. Sound analytics may also be performed on the calls. Information regarding the call center agents may be graphically organized by the portable device so that call centers agents who may need assistance may be easily identified. The portable device may join a call. For example, a setting for a session associated with the call may be modified to include the manager device in the session.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.