APPLICATION TRIGGERED MEDIA CONTROL IN CALL CENTERS

摘要

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.

主权项

1. A computer-implemented method executed by at least one processor, the method comprising:
receiving, by the at least one processor of a call center computing device, an input from a call center agent, the input indicating a symptom of a quality of an electronic communication between the agent, using a first communication device, and a caller, using a second communication device; identifying, by the at least one processor and based on the input, a cause of the quality of the electronic communication and that the cause of the quality of the electronic communication is associated with the second communication device used by the caller; and sending, by the at least one processor, instructions to the second communication device that cause the second communication device to automatically adjust a function or setting of the second communication device.