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:
Dec. 27, 2016
Filed:
May. 06, 2014
Applicant:
Avaya, Inc., Basking Ridge, NJ (US);
Inventor:
Rodney A. Thomson, Westminster, CO (US);
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 3/51 (2006.01); H04M 3/42 (2006.01); H04M 3/20 (2006.01); H04M 7/00 (2006.01); H04M 1/656 (2006.01); H04M 1/65 (2006.01);
U.S. Cl.
CPC ...
H04M 3/51 (2013.01); H04M 3/20 (2013.01); H04M 3/42221 (2013.01); H04M 3/5183 (2013.01); H04M 1/651 (2013.01); H04M 1/656 (2013.01); H04M 3/5175 (2013.01); H04M 7/0042 (2013.01); H04M 2201/40 (2013.01); H04M 2203/301 (2013.01); H04M 2203/402 (2013.01); H04M 2203/552 (2013.01); H04M 2203/558 (2013.01);
Abstract
Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor's contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken.