公开(公告)号：US09178999B1

公开(公告)日：2015-11-03

申请号：US14456173

申请日：2014-08-11

Applicant: Verizon Patent and Licensing Inc.

Inventor： Mayuresh M. Hegde ,  Prashant Kamath ,  Nitin Ahuja

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2201/18

Abstract: A method may include receiving, at a call center, a call from a customer, identifying an agent to handle the call and forwarding the call to the agent. The method may also include monitoring the call to identify whether one or more particular words or phrases was voiced by the customer or the agent, determining, based on the monitoring, that a first word or phrase of the one or more particular words or phrases was voiced and generating an alert or message to forward to a workstation associated with a supervisor in response to determining that the first word or phrase or was voiced. The method may further include forwarding the alert or message to the workstation associated with the supervisor.

Abstract translation: 方法可以包括在呼叫中心接收来自客户的呼叫，识别代理以处理呼叫并将呼叫转发给代理。 该方法还可以包括监视呼叫以识别客户或代理人是否发出一个或多个特定单词或短语;基于该监视，确定一个或多个特定单词或短语的第一个单词或短语为 响应于确定第一个单词或短语或被发音，发出并产生警报或消息以转发到与主管相关联的工作站。 该方法还可以包括将警报或消息转发到与主管相关联的工作站。