Verizon Patent and Licensing Inc.

Phillip W Melancon

Manah Mounir Khalil

Senthil Muthusamy

Mohammad Y Salman

Albert Michael Selvin

Somesh Sharma

Call center personnel, i.e., company agents may be monitored and information from monitoring the call center agents may be presented on a portable device. The information from monitoring the call center agents may include various key performance indexes (KPIs) that enable the performance of the call center agents to be assessed. The KPIs may be updated in near-real time based on monitoring pending calls handled by the agents. Sound analytics may also be performed on the calls. Information regarding the call center agents may be graphically organized by the portable device so that call centers agents who may need assistance may be easily identified. The portable device may join a call. For example, a setting for a session associated with the call may be modified to include the manager device in the session.

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Flemington, NJ, United States of America

Phillip W Melancon