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:
Aug. 25, 2026
Filed:
Oct. 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);
Paul Gordon, Minneapolis, MN (US);
Catherine Bullock, Minneapolis, MN (US);
Calabrio, Inc., Minneapolis, MN (US);
Abstract
Systems and methods are provided for generating quality scores associated with a contact (e.g., a telephonic call including an agent) and with agents. In particular, the disclosed technology determines types of frames of content of the contact into a speech and/or a noise, the noise further classified into a standard noise and a non-standard noise. A frame type determiner determines a type of a frame based on a waveform analysis and/or use of speech and noise models that are trained through machine learning. The standard noise includes noise that is expected and consistent across contacts and agents (e.g., a hold music). The non-standard noise includes a noise that is unexpected in occasion and audio sources (e.g., a barking dog, a siren from street, and the like). The disclosed technology enables assessing contacts and agents based on issues associated with remote working environment that vary among agents.