PROACTIVE SYSTEM AND METHOD FOR MONITORING AND GUIDANCE OF CALL CENTER AGENT
First Claim
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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Accused Products
Abstract
A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; 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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Citations
13 Claims
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1. A computer-implemented method for monitoring and guiding agents of call centers, the method comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for monitoring and guiding agent performance within call centers, the system comprising:
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a quality monitoring database that store a plurality of performance profiles, each of the performance profiles being associated with a respective agent of a call center; and a call analysis system that receives during an interaction call between an agent and a customer, real-time data associated with the call;
retrieves from the quality monitoring database the performance profile that is associate with the agent participating in the interaction;
uses 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 generates and transmits the alert to a terminal of the agent during the interaction if so determined. - View Dependent Claims (12, 13)
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Specification