Verizon Patent and Licensing Inc.

Somesh Sharma

Manah Mounir Khalil

Senthil Muthusamy

Mohammad Y Salman

Albert Michael Selvin

Phillip W Melancon

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.

Call center agent management

Embodiments of the present disclosure are directed to a system and method for receiving a request for TV programming schedule information via an interactive programming guide, obtaining the TV programming schedule information associated with a period of time, displaying one or more program icons having the TV programming schedule information associated with the interactive programming guide; adjusting at least one of a date toolbar for selecting one or more dates and a time toolbar for selecting one or more time periods of a day in response to receiving one or more commands; and displaying the one or more program icons having the TV programming schedule information associated with the interactive programming guide based at least on one of the selected one or more dates and the selected one or more time periods of the day.

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Flower Mound, TX, United States of America

Somesh Sharma