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. 10, 2015
Filed:
Apr. 30, 2014
Avaya Inc., Basking Ridge, NJ (US);
Jayesh Govindarajan, Palo Alto, CA (US);
Satyen Hingorani, Brentwood, TN (US);
Vyankatesh Deshpande, Maharashtra, IN;
Ravishankar Palaparthi, San Jose, CA (US);
Avaya Inc., Santa Clara, CA (US);
Abstract
Embodiments provide communication session analysis and intervention methods and systems. Exemplary methods include monitoring a communication session conducted by a first customer service agent, providing script items to the first customer service agent, receiving session information associated with the communication session, identifying an escalation event in the session information, during the communication session, using on one or more predetermined communication criteria, and inviting a second customer service agent to join the communication session, in response to the escalation event.