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:
Oct. 17, 2023
Filed:
Dec. 08, 2021
Applicant:
Nice Ltd., Ra'anana, IL;
Inventors:
Assignee:
NICE LTD., Ra'anana, IL;
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/523 (2006.01); H04M 3/51 (2006.01); G06Q 10/06 (2023.01); G06Q 10/0639 (2023.01);
U.S. Cl.
CPC ...
H04M 3/5233 (2013.01); G06Q 10/06393 (2013.01); G06Q 10/06395 (2013.01); H04M 3/5175 (2013.01); H04M 3/5237 (2013.01); H04M 2203/402 (2013.01);
Abstract
A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.