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公开(公告)号：US20200382640A1
公开(公告)日：2020-12-03
申请号：US16426213
申请日：2019-05-30
Applicant: Avaya Inc.
Inventor： Adrian Walsh , Warren Reilly , Niall Fallon , Brian Cunningham , Donal Tarpey
Abstract: Agents of a contact center may utilize a text channel (e.g., text chat, email, etc.) to communicate with a customer. A processor monitors the keystrokes entered by the agent. If the agent is found to have entered keystrokes beyond a previously determined threshold, and subsequently deleted the resulting test and replaced it with another test, a deficiency may be determined to be present. When a deficiency is present, the processor may initiate a remediation action.
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公开(公告)号：US11019208B2
公开(公告)日：2021-05-25
申请号：US16426213
申请日：2019-05-30
Applicant: Avaya Inc.
Inventor： Adrian Walsh , Warren Reilly , Niall Fallon , Brian Cunningham , Donal Tarpey
Abstract: Agents of a contact center may utilize a text channel (e.g., text chat, email, etc.) to communicate with a customer. A processor monitors the keystrokes entered by the agent. If the agent is found to have entered keystrokes beyond a previously determined threshold, and subsequently deleted the resulting test and replaced it with another test, a deficiency may be determined to be present. When a deficiency is present, the processor may initiate a remediation action.
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