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PROACTIVE SYSTEM AND METHOD FOR MONITORING AND GUIDANCE OF CALL CENTER AGENT

  • US 20120177196A1
  • Filed: 03/22/2012
  • Published: 07/12/2012
  • Est. Priority Date: 11/03/2006
  • Status: Active Grant
First Claim
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1. A computer-implemented method for monitoring and guiding agents of call centers, the method comprising:

  • receiving by a computer-implemented call analysis system, during an interaction call between an agent and a customer, real-time data associated with the interaction;

    retrieving by the call analysis system, a performance profile of the agent, the performance profile being stored in a quality monitoring database;

    using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent; and

    generating and transmitting the alert to a terminal of the agent during the interaction if so determined.

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