Method and system for analyzing caller interaction event data
DCFirst Claim
1. A non-transitory, computer readable medium having an executable computer readable program code embedded therein, the executable computer readable program code for implementing a method of analyzing caller interaction events, which method comprises:
- receiving a caller interaction event between an agent and a caller;
extracting caller event data from the caller interaction event;
generating a report displaying one or more selected categories of the caller event data; and
determining customer satisfaction following the caller interaction event based on the one or more selected categories of the caller event data.
2 Assignments
Litigations
1 Petition
Accused Products
Abstract
A method for analyzing caller interaction events that includes receiving, by a processor, a caller interaction event between an agent and a caller, extracting, by a processor, caller event data from the caller interaction event, analyzing, by a processor, the caller event data, and generating, by a processor, a report displaying one or more selected categories of the caller event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.
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Citations
27 Claims
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1. A non-transitory, computer readable medium having an executable computer readable program code embedded therein, the executable computer readable program code for implementing a method of analyzing caller interaction events, which method comprises:
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receiving a caller interaction event between an agent and a caller; extracting caller event data from the caller interaction event; generating a report displaying one or more selected categories of the caller event data; and determining customer satisfaction following the caller interaction event based on the one or more selected categories of the caller event data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system configured to analyze caller interaction events which comprises one or more associated processors configured to:
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receive a caller interaction event between an agent and a caller; extract caller event data from the caller interaction event; analyze the caller event data; generate a report displaying one or more selected categories of the caller event data; and determine customer satisfaction following the caller interaction event based on the one or more selected categories of the caller event data. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
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20. A method of analyzing caller interaction events, which comprises:
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receiving, by a processor, a caller interaction event between an agent and a caller; extracting, by the processor, caller event data from the caller interaction event; analyzing, by the processor, the caller event data; generating, by the processor, a report displaying one or more selected categories of the caller event data; and determining, by the processor, customer satisfaction following the caller interaction event based on the one or more selected categories of the caller event data. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27)
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Specification