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. 16, 2014
Filed:
Jan. 28, 2011
Kevin Putnam, Nashua, NH (US);
Sreenivasan Alakappan, Westford, MA (US);
Steve Lizotte, Tewksbury, MA (US);
Laslo Turner, Manchester, NH (US);
Mark Figura, Methuen, MA (US);
Eric Doiron, Burlington, MA (US);
Kevin Putnam, Nashua, NH (US);
Sreenivasan Alakappan, Westford, MA (US);
Steve Lizotte, Tewksbury, MA (US);
Laslo Turner, Manchester, NH (US);
Mark Figura, Methuen, MA (US);
Eric Doiron, Burlington, MA (US);
Empirix, Inc., Billerica, MA (US);
Abstract
Embodiments emulate agents in a contact center, or enterprise, that initiate communication sessions to each other over communication networks and measure data quality using one or more metrics. That data measured can include voice and video data. Examples of communication networks used to place the voice calls include Internet Protocol (IP) networks and hybrid networks including more traditional telephony components. The data collected by the emulated agents is sent to a monitoring server. The monitoring server and the emulated agent behavior can be configured and scheduled via a web interface. In addition, the web interface provides the user with detailed reports, performance summaries, and visualizations of data collected, further enabling the user to troubleshoot a contact center or enterprise over a variety of communication networks.