ESCALATION DETECTION AND MONITORING
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United States of America Patent
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Issued Date -
Jun 25, 2015
app pub date -
Dec 19, 2013
filing date -
Dec 19, 2013
priority date (Note) -
Published
status (Latency Note)
Importance
Abstract
Communications in a contact center may utilize one of a number of communications channels. Certain channels may operate at a lower cost or fewer resources while another channel is more secure and/or faster or otherwise better suited for a particular communication. A communication between an agent of a contact center and a customer may initially be on a first channel but during the communication a content indicator that the channel is inappropriate or less desirable than a second channel. Once such an event occurs, the communication on the first channel may be terminated and moved to a second communication channel.
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Cited Art Landscape
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