公开(公告)号：US09167095B1

公开(公告)日：2015-10-20

申请号：US14296933

申请日：2014-06-05

Applicant: Verizon Patent and Licensing Inc.

Inventor： Albert M. Selvin ,  Manah M. Khalil ,  Senthil Muthusamy ,  Phillip W. Melancon ,  Somesh Sharma ,  Mohammad Salman

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/42 ,  H04M2203/401

Abstract: Call center personnel, i.e., company agents may be monitored and information from monitoring the call center agents may be presented on a portable device. The information from monitoring the call center agents may include various key performance indexes (KPIs) that enable the performance of the call center agents to be assessed. The KPIs may be updated in near-real time based on monitoring pending calls handled by the agents. Sound analytics may also be performed on the calls. Information regarding the call center agents may be graphically organized by the portable device so that call centers agents who may need assistance may be easily identified. The portable device may join a call. For example, a setting for a session associated with the call may be modified to include the manager device in the session.

Abstract translation: 可以监视呼叫中心人员，即公司代理，并且可以在便携式设备上呈现来自监控呼叫中心代理的信息。 来自监控呼叫中心代理的信息可以包括能够评估呼叫中心代理的性能的各种关键性能指标（KPI）。 可以基于由代理处理的待处理呼叫的监视，实时更新KPI。 也可以在呼叫上执行声音分析。 关于呼叫中心代理的信息可以由便携式设备图形地组织，使得可以容易地识别可能需要帮助的呼叫中心代理。 便携式设备可以加入呼叫。 例如，可以修改与呼叫相关联的会话的设置，以将管理器设备包括在会话中。