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:
Nov. 09, 2021
Filed:
Jun. 13, 2019
Cisco Technology, Inc., San Jose, CA (US);
Sajith Gopal Kaimal, Stow, MA (US);
Srinivasa Subramanyam Pulugurtha, Nashua, NH (US);
CISCO TECHNOLOGY, INC., San Jose, CA (US);
Abstract
A ranking of customer service interactions sessions that may benefit from supervisor input is provided. The customer service interactions sessions involve a Customer Service Representative (CSR), engaged in a customer service interaction with a customer. First, customer service interaction sessions, at a contact center server, between the CSRs and the customers begin. Data streams from CSR computer(s) to customer computer(s) are sent. Other data streams from the customer computers are received. The data streams are analyzed by a supervisor recommendation engine. Based on the analysis, the supervisor recommendation engine generates a ranking of customer service interactions sessions that would benefit most from supervisor input.