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US 2006/0233347 A1Published application
Method and system for automatic supervisor intervention in problematic calls in a call center
AssigneeCisco Technology, Inc.
InventorsAaron Tong, Martin Eppel
Life of this patent
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Abstract
According to one embodiment of the invention, a method for processing a call in a call center includes monitoring a characteristic of at least a portion of the call, comparing the characteristic to a threshold for the characteristic, and generating a signal indicative of a potential problem call based on the comparison.
Claims39
A method for processing a call in a call center comprising:
- monitoring a characteristic of at least a portion of a call;
- comparing the characteristic to a threshold for the characteristic;
- and
- generating a signal indicative of a potential problem call based on the comparison.
1 more element
An apparatus for use in processing a call in a call center comprising:
- a processor;
- and
- software encoded in media operable when executed on the processor to:
- monitor a characteristic of at least a portion of the call;
- compare the characteristic to a threshold for the characteristic;
- and
- generate a signal indicative of a potential problem call based on the comparison.
4 more elements
A system for use in processing a call in a call center comprising:
- a telephone for receiving or placing a call;
- and
- a call analysis engine in communication with the telephone and operable to:
- monitor a characteristic of at least a portion of the call;
- compare the characteristic to a threshold for the characteristic;
- and
- generate a signal indicative of a potential problem call based on the comparison.
4 more elements
Apparatus for use in processing a call in a call center comprising:
- means for monitoring a characteristic of at least a portion of the call;
- means for comparing the characteristic to a threshold for the characteristic;
- and
- means for generating a signal indicative of a potential problem call based on the comparison.
1 more element
Dependencies are inferred from the claim text.