发明名称 |
System and method for automatically detecting problematic calls |
摘要 |
<p>A system and method for detecting problematic call interactions between callers and call center agents of a communications system. By monitoring call associated information, speech, and voice characteristics of the call interaction, the system and method determine whether calls are being handled properly. If a call is determined to be problematic, a call center supervisor is automatically notified of the problematic call. Further, the problematic call interaction is recorded and can later be retrieved. <IMAGE></p> |
申请公布号 |
EP1096767(A2) |
申请公布日期 |
2001.05.02 |
申请号 |
EP20000120232 |
申请日期 |
2000.09.26 |
申请人 |
ROCKWELL ELECTRONIC COMMERCE TECHNOLOGIES, LLC |
发明人 |
CHAN, MICHAEL;DONOHUE, PATRICK;UCKUN, SERDAR |
分类号 |
H04M3/51;H04M3/42;(IPC1-7):H04M3/51 |
主分类号 |
H04M3/51 |
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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