Please download the dossier by clicking on the dossier button x
×

Speech analytics: conversation timing and adjustment

  • US 9,491,293 B2
  • Filed: 12/30/2015
  • Issued: 11/08/2016
  • Est. Priority Date: 05/02/2014
  • Status: Active Grant
First Claim
Patent Images

1. A method for determining communication delays in a contact center, comprising:

  • measuring, by a processor, a transmission delay value indicating the transmission delay of a voice portion of a conversation between an agent communication device and a customer communication device;

    measuring, by the processor, a processing delay value indicating the processing delay of the voice portion of the conversation;

    determining, by the processor, an overtalk indicator based on the transmission delay value and the processing delay value; and

    providing, by the processor, the overtalk indicator to one of the agent communication device or a call analytics engine.

View all claims
  • 12 Assignments
Timeline View
Assignment View
    ×
    ×