METHOD AND SYSTEM FOR ANALYZING CALLER INTERACTION EVENT DATA
First Claim
1. A non-transitory, computer readable medium that controls 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 instructions, that when executed:
- 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; and
generate a report displaying one or more selected categories of the caller event data.
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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.
36 Citations
30 Claims
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1. A non-transitory, computer readable medium that controls 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 instructions, that when executed:
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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; and generate a report displaying one or more selected categories of the caller event data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A system configured to analyze caller interaction events which comprises one or more associated processors that:
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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; and generate a report displaying one or more selected categories of the caller event data. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21)
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22. 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 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. - View Dependent Claims (23, 24, 25, 26, 27, 28, 29, 30)
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Specification