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Telephonic Communications > Centralized Switching System > Call Distribution To Operator > Automatic Call Distributor (acd) System > Reporting Status (e.g., Supervisory Reporting) > Monitoring Agent Performance (e.g., Quality Of Agent's Performance)

Monitoring Agent Performance (e.g., Quality Of Agent's Performance)

Monitoring Agent Performance (e.g., Quality Of Agent's Performance) patent applications listed include Date, Patent Application Number, Patent Title, Patent Abstract summary and are linked to the corresponding patent application page.

10/02/14 - 20140294170 - Audio recording apparatus, audio recording method and audio recording program
An audio recording apparatus that includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent...

09/18/14 - 20140270138 - Secret transfers in contact centers
A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least...

09/18/14 - 20140270139 - Methods and system for analyzing multichannel electronic communication data
A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment...

09/11/14 - 20140254787 - Enhanced quality monitoring
A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring...

08/28/14 - 20140241519 - Identification of non-compliant interactions
A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script...

08/21/14 - 20140233720 - Methods and systems for detecting unusual patterns in functional data
A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation...

08/14/14 - 20140226807 - Call center services system and method
A method and system for providing automated call center services, operating by identifying a caller, accessing the caller's account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller's...

07/31/14 - 20140211932 - Call center issue resolution estimation based on probabilistic models
A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate is determined for the calls in the set that were released by the customer, and a second...

07/31/14 - 20140211933 - Graphical user interface with contact center performance visualizer
A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values...

07/10/14 - 20140192970 - System to support contextualized definitions of competitions in call centers
A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance metrics, a visualization component which generates a visual interface for display to a supervisor, and a processor which implements the components. The method includes...

07/03/14 - 20140185788 - System and method to diagnose and improve representative and organizational performance
Disclosed is a system and method for providing a view of performance data based on a number of performance rating criteria for evaluating a plurality of customer service agents across an enterprise. The method includes receiving data corresponding to call handling for an agent; processing data to generate performance data...

06/19/14 - 20140169548 - Managing reserve agents in a contact center
A reserve agent management system (“RAMS”) allows a user, such as a contact center agent or administrator, to access and edit a reserve schedule. In one embodiment, the reserve schedule indicates times, called reserve times, during the agent's off-hours when the agent would be willing to receive a recall invitation...

05/29/14 - 20140146958 - System and method for real-time process management
A system and method for real-time process management. An attribute of a process currently performed may be related to a key performance indicator (KPI) threshold. A system may determine, in real-time, the KPI threshold was breached. An indication may be provided to, for example, a mobile device. Feedback related to...

05/22/14 - 20140140496 - Real-time call center call monitoring and analysis
Systems and methods are provided for analyzing conversations between customers and call center agents in real-time. An agent may be located at an agent station having a display screen. A continuous audio feed of the conversation between a customer and an agent may be received. For every second that the...

05/22/14 - 20140140497 - Real-time call center call monitoring and analysis
Systems and methods are provided for analyzing conversations between customers and call center agents in real-time. An agent may be located at an agent station having a display screen. A continuous audio feed of the conversation between a customer and an agent may be received. For every second that the...

03/27/14 - 20140086402 - Matching using agent/caller sensitivity to performance
A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call...

03/20/14 - 20140079208 - Interactive voice response system and method with common interface and intelligent agent monitoring
A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method...

03/06/14 - 20140064473 - Methods and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto
A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining...

02/20/14 - 20140050312 - History management apparatus, history management method and history management program
A history management apparatus that includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent...

02/20/14 - 20140050313 - History management apparatus, history management method and history management program
A history management apparatus includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent to...

01/09/14 - 20140010361 - Operator management apparatus and method
An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is transmitted to an operator terminal used by an operator in association with an identifier of the operator that serves customers, for each of...

10/10/13 - 20130266133 - Method for processing a customer request through a plurality of communication interfaces and for supervising such processing
A method is provided for processing a customer request through a plurality of communication interfaces and for supervising such processing. Upon reception of a supervision request from a supervisor client application for supervising an operator client application, the connections established with the operator client application are monitored. When an operator...

09/12/13 - 20130235998 - Efficiency report incorporating communication switch statistics
Systems, apparatuses, methods, and media for generating an efficiency report in a communication service center are provided. According to the systems, apparatuses, methods, and media, communication statistics of an operator are obtained from a communication database. Work statistics of the operator are also obtained. An entry code that corresponds to...

09/12/13 - 20130235999 - Storage, processing, and display of service desk performance metrics
An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking system, a performance metrics (PM) database, a PM database module, a PM display data module, and a PM client module. The...

08/29/13 - 20130223613 - Contact center monitoring
Methods and systems for providing a graphical depiction of a communication system incorporating multiple call centers distributed around the globe are provided. The user interface can present the graphical depiction in two or three dimensions. In addition, the user interface can provide a view of details concerning the performance of...

07/11/13 - 20130177148 - System and method for analyzing agent interactions
A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a...

06/27/13 - 20130163744 - Apparatuses, methods and systems for accessing a new customer service representattive and for monitoring customer service
This disclosure details the implementation of methods, systems and computer program products for a customer satisfaction engine (CSE). Embodiments of the CSE allow callers to key in customer satisfaction data using a rating system and/or to change customer service representatives (CSR) during the course of a customer service call rather...

05/23/13 - 20130129071 - System and method for real-time customized agent training
A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may...

01/24/13 - 20130022194 - Agent skill promotion and demotion based on contact center state
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to...

10/18/12 - 20120263291 - Adaptive, self-learning optimization module for rule-based customer interaction systems
A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least maintaining the communication with said customers; management rules comprising one or more rule parameters, enforcing interaction behavior during all interactions with customers; and...

03/22/12 - 20120069986 - Method and system for monitoring contact center transactions
A method and system for concurrently monitoring contact center agents. A user interface executes on a supervisor station and displays multiple agent identifiers, including a first agent identifier and a second agent identifier, on a display device. The supervisor station provides to a three-dimensional spatial audio engine (3DSAE) first audio...

03/01/12 - 20120051536 - Estimating agent performance in a call routing center system
Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large...

09/08/11 - 20110216896 - Desktop recording architecture for recording call sessions over a telephony network
Systems and methods for recording call sessions over a telephony network using a desktop recording architecture are disclosed. An illustrative system for recording call sessions over a telephony network includes one or more user telephone stations equipped with a telephone and computer desktop, and one or more additional record services...

05/05/11 - 20110103572 - Systems and methods for analyzing contact center interactions
Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a contact center agent and a customer; and assessing quality of the interaction based, at least in part, on information corresponding to at least one of:...

01/20/11 - 20110013765 - Management of call handling treatments
removing a call handling treatment from the workflow....

01/13/11 - 20110007889 - Method and system for managing a quality process
Embodiments of the invention are directed to a computer-implemented method of performing a quality evaluation. The method may include selecting from a plurality of interaction recordings at least one interaction recording according to at least one KPI. The method may include associating a selected interaction recording with a predefined evaluation...

06/24/10 - 20100158237 - Method and apparatus for monitoring contact center performance
A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least...

01/07/10 - 20100002864 - Method and system for discerning learning characteristics of individual knowledge worker and associated team in service delivery
A method and system for measuring the learning ability and productivity of knowledge workers related to the delivery of services in service industry sectors, such as information technology (IT), healthcare and accounting. The method and system applies broadly to service domains that have a strong correlation between the learning ability...

11/05/09 - 20090274289 - Method and a system for acquiring calling party feedback
According to the invention, a survey system is provided which may be applied for obtaining feedback from users of a service provider via a local switch....

08/27/09 - 20090214020 - Category based organization and monitoring of customer service help sessions
A method and computer readable medium are provided for monitoring customer support sessions based on at least one category associated with the customer support sessions. A request from an administrator for information associated with unresolved support sessions is received. A set of support categories is presented to the administrator. A...

07/30/09 - 20090190740 - Systems and methods for routing callers to an agent in a contact center
Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain...

07/23/09 - 20090185672 - Method for reporting activity of multi-appearance call-center agent
A method and apparatus are provided for monitoring activities of a plurality of agents servicing a plurality of calls for an organization. The method includes the steps of monitoring a plurality of applications on a terminal of an agent of the plurality of agents, detecting selection of an application of...

04/23/09 - 20090103708 - Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation
The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the...

04/09/09 - 20090092241 - Contact handling systems including automated return contact response reminders
Many of the improvements in contact handling systems which may result from the teachings disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, response to contacts, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein relate...

03/26/09 - 20090080640 - System and method for retaining calls into a call center
A system and method for retaining calls info a call center is provided. A multiplicity of calls is received into a call center. The nature of each call is determined and the calls are temporarily saved. One or more of the saved calls is retained by performing a plurality of...