Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2011-01-11
2011-01-11
Addy, Thjuan K (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265010, C379S265050, C379S265110, C379S265120
Reexamination Certificate
active
07869586
ABSTRACT:
A method and system for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics is provided. The method is implemented by a non-transitory computer readable medium having a plurality of code segments and includes selecting a range of the organized plurality of agents and identifying a plurality of interactions associated with an organized plurality of agents within the selected range, receiving voice data associated with each of the identified interactions and analyzing the voice data, agent call activity data, customer call activity data, and customer history data associated with each of the identified interactions, and generating business process analytics for the identified interactions.
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Brown Douglas
Conway Kelly
Danson Christopher
Gustafson David
Addy Thjuan K
eLoyalty Corporation
McDermott Will & Emery LLP
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