The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
May. 11, 2021
Filed:
May. 14, 2020
Applicant:
Nice Ltd., Ra'anana, IL;
Inventors:
Robert William Morris, Decatur, GA (US);
Jon Augustus Arrowood, Smyrna, GA (US);
Brett Victor Forman, Smyrna, GA (US);
Assignee:
Nice Ltd., Ra'anana, IL;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 3/51 (2006.01); G06Q 10/06 (2012.01); H04M 3/22 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); G06Q 10/06398 (2013.01); H04M 3/2218 (2013.01);
Abstract
A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.