Invention Grant
- Patent Title: Dynamic display of real time speech analytics agent alert indications in a contact center
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Application No.: US15642415Application Date: 2017-07-06
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Publication No.: US10375240B1Publication Date: 2019-08-06
- Inventor: Rajesh S. Daddi , Jason P. Ouimette
- Applicant: Noble Systems Corporation
- Applicant Address: US GA Atlanta
- Assignee: NOBLE SYSTEMS CORPORATION
- Current Assignee: NOBLE SYSTEMS CORPORATION
- Current Assignee Address: US GA Atlanta
- Main IPC: H04M3/51
- IPC: H04M3/51 ; G10L25/51 ; H04M3/22

Abstract:
A real-time speech analytics system (“RSTA system”) detects a speech condition during a call involving a contact center agent and a remote party. Upon detecting the speech condition, an alert message is provided to an alert reporting module (“ARM”), which is configured to access various data to form a RTSA alert. In one embodiment, the RTSA alert is a transient alert indication overlaid on an agent icon on a grid where the agent icon represents the agent and is displayed to a contact center supervisor. Information on the type and severity of the alert may be conveyed by text and non-text images, such as icons, colors, or symbols. A number representing a cumulative number of alert messages received for each agent may be indicated in an alert bubble overlaid on the agent icon. A viewer is able to request detailed alert data upon selecting the alert bubble.
Information query