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:
establishing an electronic communication between a user at a call center using a first communication device and a caller using a second communication device; receiving, during the electronic communication and by at least one processor of a call center computing device, an input from the call center user, the input indicating a symptom of a quality of the electronic communication between the user, using the first communication device, and the caller, using the 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, during the electronic communication and by the at least one processor, instructions to the second communication device, wherein the instructions, when executed by the second communication device, cause the second communication device to automatically adjust a function or setting of the second communication device.