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:
Mar. 26, 2002
Filed:
Aug. 17, 1998
Shmuel Shaffer, Palo Alto, CA (US);
William J. Beyda, Cupertino, CA (US);
Mark Skrzynski, Capitola, CA (US);
Florin M. Gheorghiu, San Jose, CA (US);
Siemens Information and Communication Networks, Inc., Boca Raton, FL (US);
Abstract
A method and system for automated silent call monitoring in an automatic call distributor (ACD) environment includes configuring a set of call performance profiles which include voice data patterns which are descriptive of voice data transmissions during an ACD call and which are associated with substandard agent performance. Each voice data pattern has a corresponding threshold which represents the maximum number of detections tolerated in an ACD call prior to execution of a notification routine. A digital signal processor (DSP) monitors a first call between an agent terminal and a customer terminal for the voice data patterns and stores detection data in memory upon detecting of one of the voice data patterns. A central processor unit (CPU) compares the number of detections of the voice patterns within predetermined time intervals to the threshold numbers of detections represented in the thresholds to determine if any threshold has been exceeded. If no thresholds have been exceeded, the DSP continues to monitor for the voice data patterns. If a threshold has been exceeded, the CPU executes the notification routine wherein a supervisor terminal and the agent terminal are notified of the exceeded threshold. A supervisor notification can include an option to establish a direct monitoring session for the first call and an option to transfer the first call to the supervisor terminal. An agent notification preferably includes call performance analysis which provides suggestions for improving call performance which are responsive to the detected voice data patterns.