Multi-party information analysis in a VoIP system
First Claim
1. A method of collecting and analyzing contextual information relating to a plurality of clients of a call center coupled to an aggregator agent, comprising:
- receiving contextual information relating to at least one client;
identifying relevant contextual information from the received contextual information;
providing the identified contextual information to the aggregator agent;
receiving a set of events from the aggregator agent; and
executing actions corresponding to the set of events.
2 Assignments
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Accused Products
Abstract
A system and method for collecting contextual information from several parties and generating an analyzed response to the contextual information is provided. Multiple sets of contextual information may be received from one or more clients. Relevant contextual information may be identified and pushed into a module which is configured to aggregate the relevant contextual information until it meets its threshold within a predetermined period. A set of events relating to the relevant contextual information may be generated to execute appropriate actions. The appropriate actions may include notifying a potential problem or an issue, providing a known solution, and so on. In this manner, contextual data from multiple parties can be analyzed to identify potential issues/problems that are frequently reported.
71 Citations
20 Claims
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1. A method of collecting and analyzing contextual information relating to a plurality of clients of a call center coupled to an aggregator agent, comprising:
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receiving contextual information relating to at least one client;
identifying relevant contextual information from the received contextual information;
providing the identified contextual information to the aggregator agent;
receiving a set of events from the aggregator agent; and
executing actions corresponding to the set of events. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method of aggregating contextual information relating to several clients and analyzing the aggregation, comprising:
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receiving multiple sets of contextual information;
aggregating the received contextual information;
identifying a threshold corresponding to the aggregated contextual information;
monitoring the level of aggregation until the aggregated contextual information meets its corresponding threshold;
upon detecting that the aggregated contextual information meets its corresponding threshold, generating an event; and
providing the generated event. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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14. A computer-readable medium having computer-executable components for collecting contextual information relating to several clients and generating an analyzed response to the contextual information, comprising:
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an interface component for receiving multiple sets of contextual information;
a filtering component for identifying relevant contextual information based on predefined factors;
an aggregator component for aggregating the identified contextual information until it meets a threshold, monitoring the level of aggregation, and upon detecting the level of aggregation meets the threshold, generating a event in accordance with predefined logic; and
wherein the interface component pushes the identified contextual information to the aggregator component. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification