发明名称 |
SYSTEM AND METHOD FOR AUTOMATICALLY DETECTING PROBLEMATIC CALLS |
摘要 |
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.
|
申请公布号 |
CA2320569(A1) |
申请公布日期 |
2001.04.26 |
申请号 |
CA20002320569 |
申请日期 |
2000.09.25 |
申请人 |
ROCKWELL ELECTRONIC COMMERCE CORPORATION |
发明人 |
CHAN, MICHAEL;UCKUN, SERDAR;DONOHUE, PATRICK |
分类号 |
H04M3/42;H04M3/51;(IPC1-7):H04Q3/66 |
主分类号 |
H04M3/42 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|