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:
Sep. 03, 2013
Filed:
Mar. 22, 2012
Omer Geva, Hefer, IL;
Moshe Avlagon, Hefer, IL;
Horav Lapidot, Tel Aviv, IL;
Dror Zernik, Haifa, IL;
Omer Geva, Hefer, IL;
Moshe Avlagon, Hefer, IL;
Horav Lapidot, Tel Aviv, IL;
Dror Zernik, Haifa, IL;
Nice-Systems Ltd., Raanana, IL;
Abstract
A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.