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:
Apr. 17, 2012
Filed:
Feb. 22, 2006
Applicants:
Shimon Keren, Sunnyvale, CA (US);
Jeff Iannone, Alpharetta, GA (US);
James Gordon Nies, Carmel, IN (US);
Srivijaya Srinivasa, Suwanee, GA (US);
Inventors:
Shimon Keren, Sunnyvale, CA (US);
Jeff Iannone, Alpharetta, GA (US);
James Gordon Nies, Carmel, IN (US);
Srivijaya Srinivasa, Suwanee, GA (US);
Assignee:
Verint Americas Inc., Melville, NY (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
H04M 5/06 (2006.01);
U.S. Cl.
CPC ...
Abstract
Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality of transaction definitions; creating a transaction from the matching sequence; and displaying the transaction.