公开(公告)号：US20160191709A1

公开(公告)日：2016-06-30

申请号：US14585035

申请日：2014-12-29

Applicant: Verizon Patent and Licensing Inc.

Inventor： Premjith A. Pullamplavil ,  Raja Sri Swaroop Mallampalli ,  Senthil Muthusamy ,  Sudarshan Chavva ,  Ehssan Ghanem

IPC: H04M3/51 ,  G10L15/26 ,  G10L15/02

CPC classification number: H04M3/5133 ,  G10L15/26 ,  G10L25/48 ,  G10L2015/088 ,  H04M2201/42 ,  H04M2203/357

Abstract: A device may capture call data corresponding to call between an agent of a call center and a caller. The device may identify a guidance template based on the call data. The guidance template may include one or more rules and/or information for assisting the agent during the call. The device may generate an agent prompt based on the guidance template and/or provide the guidance prompt to an agent device of the agent. The agent device may receive the guidance prompt and display the guidance prompt to the agent. The agent device may capture additional call data from the call and update the guidance prompt based on the call inputs.

Abstract translation: 设备可以捕获与呼叫中心的代理和呼叫者之间的呼叫对应的呼叫数据。 设备可以基于呼叫数据来识别引导模板。 引导模板可以包括用于在呼叫期间辅助代理的一个或多个规则和/或信息。 设备可以基于引导模板生成代理提示和/或向代理的代理设备提供指导提示。 代理设备可以接收指导提示并向代理显示指导提示。 代理设备可以从呼叫中捕获附加的呼叫数据，并根据呼叫输入更新指导提示。

公开(公告)号：US20150086003A1

公开(公告)日：2015-03-26

申请号：US14035174

申请日：2013-09-24

Applicant: Verizon Patent and Licensing Inc.

Inventor： Manah M. Khalil ,  Ehssan Ghanem ,  Vijaya R. Challa

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/402 ,  H04M2203/556

Abstract: A computing device obtains call data for multiple calls received at a call center and plots individual calls of the multiple calls, based on the call data, against three behavioral measures related to agent activities. The computing device identifies an optimal zone, among the plotted individual calls, for a selected performance metric value over the three behavioral measures. The computing device also plots a particular agent's calls, based on the call data, against the three behavioral measures and identifies an agent's zone, among the plotted agent's calls, for the selected performance metric value. The computing device generates a visual model of the optimal zone and the agent's zone within the context of the three behavioral measures.

Abstract translation: 计算设备获取在呼叫中心接收的多个呼叫的呼叫数据，并且基于呼叫数据，针对与代理活动相关的三个行为措施来绘制多个呼叫的各个呼叫。 在三个行为测量中，计算设备在所绘制的各个呼叫中针对所选择的性能度量值识别最佳区域。 计算设备还根据呼叫数据针对三个行为测量绘制特定代理的呼叫，并且针对所选择的性能度量值在所绘示的代理的呼叫中标识代理的区域。 计算设备在三个行为措施的上下文中生成最佳区域和代理区域的视觉模型。

公开(公告)号：US10171656B2

公开(公告)日：2019-01-01

申请号：US14585035

申请日：2014-12-29

Applicant: Verizon Patent and Licensing Inc.

Inventor： Premjith A. Pullamplavil ,  Raja Sri Swaroop Mallampalli ,  Senthil Muthusamy ,  Sudarshan Chavva ,  Ehssan Ghanem

IPC: H04M3/51 ,  G10L25/48 ,  G10L15/26 ,  G10L15/08

Abstract: A device may capture call data corresponding to call between an agent of a call center and a caller. The device may identify a guidance template based on the call data. The guidance template may include one or more rules and/or information for assisting the agent during the call. The device may generate an agent prompt based on the guidance template and/or provide the guidance prompt to an agent device of the agent. The agent device may receive the guidance prompt and display the guidance prompt to the agent. The agent device may capture additional call data from the call and update the guidance prompt based on the call inputs.

公开(公告)号：US09860378B2

公开(公告)日：2018-01-02

申请号：US14035174

申请日：2013-09-24

Applicant: Verizon Patent and Licensing Inc.

Inventor： Manah M. Khalil ,  Ehssan Ghanem ,  Vijaya R. Challa

IPC: H04M3/00 ,  H04M3/51 ,  H04M5/00 ,  H04L12/66

CPC classification number: H04M3/5175 ,  H04M2203/402 ,  H04M2203/556

Abstract: Systems and methods described herein enable call center managers to identify behavioral drivers for improving call agents' performance. A computing device obtains call data for multiple calls received at a call center and plots individual calls of the multiple calls, based on the call data, against three behavioral measures related to agent activities. The computing device identifies an optimal zone, among the plotted individual calls, for a selected performance metric value over the three behavioral measures. The computing device also plots a particular agent's calls, based on the call data, against the three behavioral measures and identifies an agent's zone, among the plotted agent's calls, for the selected performance metric value. The computing device generates a visual model of the optimal zone and the agent's zone within the context of the three behavioral measures.