Invention Grant
- Patent Title: Method and system for monitoring contact center transactions
- Patent Title (中): 监控联络中心交易的方法和系统
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Application No.: US12887734Application Date: 2010-09-22
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Publication No.: US08744065B2Publication Date: 2014-06-03
- Inventor: Philip Edholm , Keith Weiner
- Applicant: Philip Edholm , Keith Weiner
- Applicant Address: US NJ Basking Ridge
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US NJ Basking Ridge
- Agency: Withrow & Terranova, PLLC
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00

Abstract:
A method and system for concurrently monitoring contact center agents. A user interface executes on a supervisor station and displays multiple agent identifiers, including a first agent identifier and a second agent identifier, on a display device. The supervisor station provides to a three-dimensional spatial audio engine (3DSAE) first audio attribute data identifying a location of the first agent identifier in the user interface with respect to a supervisor reference position, the first audio attribute data including first audio direction data and first audio distance data. The supervisor station receives from the 3DSAE first voice signals corresponding to the first agent identifier, wherein the first voice signals include aural characteristics based on the first audio attribute data, and presents the first voice signals to an output port.
Public/Granted literature
- US20120069986A1 METHOD AND SYSTEM FOR MONITORING CONTACT CENTER TRANSACTIONS Public/Granted day:2012-03-22
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