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:
Jul. 05, 2016
Filed:
Aug. 07, 2012
Jeffrey G. Gartner, Hopewell Junction, NY (US);
Nathan L. Peacock, Greely, CA;
Marc Saunders, Belleville, CA;
Glenn Lidstone, Belleville, CA;
Jeffrey G. Gartner, Hopewell Junction, NY (US);
Nathan L. Peacock, Greely, CA;
Marc Saunders, Belleville, CA;
Glenn Lidstone, Belleville, CA;
Avaya Inc., Basking Ridge, NJ (US);
Abstract
Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments include a system that can identify and mitigate issues that may arise during the communication between the customer and the customer agent including a customer agent's performance, escalation to a supervisor, materials shared with the customer, wait time experience and/or other aspects of the communication. The feedback is provided while the customer and agent are still communicating. The feedback is linked to the specific session and agent. If an issue is identified, steps are taken to mitigate the issue.