System and method for automatic prioritization of communication sessions
AssigneeVerint Systems Ltd.
InventorJack Avraham Zeitune
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Abstract
The disclosed techniques apply automatic prioritization to communication sessions conducted by users of a communication network, and present the sessions to an operator in accordance with the priorities. Each session is assigned an initial priority depending on the user who conducts the session (referred to as “target user”). The priority is then adjusted in accordance with a set of rules defined for that target user, and possibly based on activities of the target user as analyzed using the reconstructed communication. The rules typically consider metadata of the session. The sessions are typically held in a queue and presented to an operator in accordance with their respective priorities.
Claims20
A method for communication analysis, comprising:
- receiving communication traffic from a communication network;
- processing the received communication traffic so as to reconstruct communication sessions conducted by users of the communication network;
- automatically assigning respective priorities to the reconstructed communication sessions;
- and
- presenting the communication sessions to an operator in accordance with the priorities.
A communication analysis apparatus, comprising:
- a network interface, which is configured to receive communication traffic from a communication network;
- and
- one or more processors, which are configured to process the received communication traffic so as to reconstruct communication sessions conducted by users of the communication network, to automatically assign respective priorities to the reconstructed communication sessions and to present the communication sessions to an operator in accordance with the priorities.
Dependencies are inferred from the claim text.