公开(公告)号：GB2564539B

公开(公告)日：2021-12-22

申请号：GB201808102

申请日：2018-05-18

Applicant: AVAYA INC

Inventor： GERARD CARTY ,  THOMAS MORAN

IPC: G10L15/22 ,  H04M3/51 ,  H04M3/58

Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.

公开(公告)号：GB2564539A

公开(公告)日：2019-01-16

申请号：GB201808102

申请日：2018-05-18

Applicant: AVAYA INC

Inventor： GERARD CARTY ,  THOMAS MORAN

IPC: G10L15/22 ,  H04M3/51 ,  H04M3/58

Abstract: A call received by a first agent in a contact center is speech analysed (preferably in real time) to detect keywords (508-512) from a preconfigured list. If it is determined via detected keywords that eg. the first agent does not have the requisite skills to deal with the call, snippets 512 or portions of the call are identified, ordered 520 and presented (eg. transcribed graphically 516) to a second agent along with possible indications that the caller has become upset or angry or that the first agent has become confused, and an indication of when the call will be transferred (522).