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:
Oct. 20, 2015
Filed:
Jun. 05, 2014
Verizon Patent and Licensing Inc., Arlington, VA (US);
Albert M. Selvin, Pawling, NY (US);
Manah M. Khalil, Coppell, TX (US);
Senthil Muthusamy, Lewisville, TX (US);
Phillip W. Melancon, Flemington, NJ (US);
Somesh Sharma, Flower Mound, TX (US);
Mohammad Salman, Irving, TX (US);
VERIZON PATENT AND LICENSING INC., Basking Ridge, NJ (US);
Abstract
Call center personnel, i.e., company agents may be monitored and information from monitoring the call center agents may be presented on a portable device. The information from monitoring the call center agents may include various key performance indexes (KPIs) that enable the performance of the call center agents to be assessed. The KPIs may be updated in near-real time based on monitoring pending calls handled by the agents. Sound analytics may also be performed on the calls. Information regarding the call center agents may be graphically organized by the portable device so that call centers agents who may need assistance may be easily identified. The portable device may join a call. For example, a setting for a session associated with the call may be modified to include the manager device in the session.