System and Method for Analysing Communications Streams
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0 Petitions
Accused Products
Abstract
Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a first computer application operative to reconstruct progress of a communication through the contact center such that information corresponding to the progress of the communication is presented to a user.
118 Citations
62 Claims
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1-13. -13. (canceled)
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14. A system for analyzing communications of a contact center, said system comprising:
a first computer application operative to reconstruct progress of a communication through the contact center such that information corresponding to the progress of the communication is presented to a user. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40)
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41. A method for analyzing communications of a contact center, said method comprising:
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recording information corresponding to a communication; and
presenting information corresponding to progress of the communication through the contact center to a user. - View Dependent Claims (42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62)
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Specification