Optimal call speed for call center agents

Details Optimal call speed for call center agents Optimal call speed for call center agents

2011-01-04

2011-01-04

Matar, Ahmad F (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265070, C379S265110, C379S265120

Reexamination Certificate

active

07864944

ABSTRACT:
A system and method for handling a call from a caller to a call center includes an automatic call distributor (ACD) to receive the call and to route the call to an agent. A module operates to compute a rate of speech of the caller, and a display graphically displays the rate of speech of the caller to the agent during the call session. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

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