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. 25, 2008
Filed:
Dec. 19, 2003
Patrick Hession, Galway, IE;
Tony Mccormack, Galway, IE;
James Hickey, Galway, IE;
Nortel Networks Limited, St. Laurent, Quebec, CA;
Abstract
A method of monitoring a communications session between an agent of a contact centre and a user of that contact centre involves analysing data from the session to locate a pattern of data indicative of a situation requiring intervention in the communications session, such as a prolonged silence, shouting, or one or more words and phrases from a stored list. The analysis can also look for a pattern of data indicative of a situation in which the agent might benefit from additional information available to the contact centre (such as a help facility or access to information regarding the user). On recognising such a pattern of data, an alert is issued to a system of the contact centre, in order to notify a human supervisor or an automated system to intervene in the communications session or to provide the agent with additional information.