Invention Grant
US09031222B2 Automatic supervisor intervention for calls in call center based upon video and/or speech analytics of calls
有权
基于呼叫的视频和/或语音分析的呼叫中心呼叫的自动主管干预
- Patent Title: Automatic supervisor intervention for calls in call center based upon video and/or speech analytics of calls
- Patent Title (中): 基于呼叫的视频和/或语音分析的呼叫中心呼叫的自动主管干预
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Application No.: US13206117Application Date: 2011-08-09
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Publication No.: US09031222B2Publication Date: 2015-05-12
- Inventor: Jeffrey Wolfeld , Vijetha Vadlakonda , Vaishali Mithbaokar , Kenneth G. Rehor
- Applicant: Jeffrey Wolfeld , Vijetha Vadlakonda , Vaishali Mithbaokar , Kenneth G. Rehor
- Applicant Address: US CA San Jose
- Assignee: Cisco Technology, Inc.
- Current Assignee: Cisco Technology, Inc.
- Current Assignee Address: US CA San Jose
- Agency: Edell, Shapiro & Finnan, LLC
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51
Abstract:
A method, a system and computer readable storage media facilitate establishing a plurality of simultaneously occurring communication sessions between call agent devices and customer devices at a call center communication system. Each communication session is monitored to determine a priority score associated with each communication session, where each priority score provides an indication of a potential problem associated with the corresponding communication session. An indication of the priority score associated with each communication session is provided to a supervisor device.
Public/Granted literature
Information query
