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:
Jul. 29, 2025
Filed:
Dec. 13, 2022
Calabrio, Inc., Minneapolis, MN (US);
Dylan Morgan, Minneapolis, MN (US);
Boris Chaplin, Medina, MN (US);
Kyle Smaagard, Forest Lake, MN (US);
Chris Vanciu, Isle, MN (US);
Laura Cattaneo, Rochester, MN (US);
Matt Matsui, Minneapolis, MN (US);
Catherine Bullock, Minneapolis, MN (US);
Calabrio, Inc., Minneapolis, MN (US);
Abstract
Aspects of the present disclosure relate to evaluating agent performance during interactions with a customer by generating a repeatability metric based on statements in an associated interaction transcript. The repeatability metric is a performance indicator that quantifies the amount of repetition an individual experiences or utilizes during an interaction between the agent and the customer. The repeatability metric may be calculated by analyzing a transcript and the associated metadata to identify repetitive statements within the transcript. Once a repeatability metric is calculated it may be aggregated across a plurality of levels within a contact center and within the wider enterprise context to improve customer-agent interactions. Thus, the insights provided by the repeatability metric may highlight areas where additional agent training is required, improve agent response time, and increase customer satisfaction with their contact center experience.