发明名称 |
Proactive system and method for monitoring and guidance of call center agent |
摘要 |
A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.
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申请公布号 |
US8526597(B2) |
申请公布日期 |
2013.09.03 |
申请号 |
US201213426645 |
申请日期 |
2012.03.22 |
申请人 |
GEVA OMER;AVLAGON MOSHE;LAPIDOT HORAV;ZERNIK DROR;NICE-SYSTEMS LTD. |
发明人 |
GEVA OMER;AVLAGON MOSHE;LAPIDOT HORAV;ZERNIK DROR |
分类号 |
H04M3/00;H04M5/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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