Methods of monitoring communications sessions in a contact...

Details Methods of monitoring communications sessions in a contact... Methods of monitoring communications sessions in a contact...

2003-12-19

2008-11-25

Hong, Harry S (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S088010

Reexamination Certificate

active

07457404

ABSTRACT:
A method of monitoring a communications session between an agent of a contact centre and a user of that contact centre involves analysing data from the session to locate a pattern of data indicative of a situation requiring intervention in the communications session, such as a prolonged silence, shouting, or one or more words and phrases from a stored list. The analysis can also look for a pattern of data indicative of a situation in which the agent might benefit from additional information available to the contact centre (such as a help facility or access to information regarding the user). On recognising such a pattern of data, an alert is issued to a system of the contact centre, in order to notify a human supervisor or an automated system to intervene in the communications session or to provide the agent with additional information.

REFERENCES:
patent: 6275806 (2001-08-01), Pertrushin
patent: 6411687 (2002-06-01), Bohacek et al.
patent: 6542602 (2003-04-01), Elazar
patent: 6600821 (2003-07-01), Chan et al.
patent: 6868154 (2005-03-01), Stuart et al.
patent: 7043008 (2006-05-01), Dewan
patent: 7151826 (2006-12-01), Shambaugh et al.

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