Systems and methods for presenting end to end calls and associated information
US9407764B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Nov 26, 2012 |
| Grant date | Aug 2, 2016 |
| Priority date | — |
| Expiry date | Jan 8, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5166
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Systems and methods that analyze and monitor the performance of a call center including performance of the interactive voice response systems, call center agents, and other components. The systems and methods record characteristics of the call such as the audio data, and analyze that record to identify the events that take place during the call. These events may be defined as customer/call center interactions, such as dropped calls, logic errors or other event. 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 metrics may be stored in a database and provided to the 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.