System and Method for Quality Monitoring and Agent Suitability in Video Communication Processed in Contact Center
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United States of America Patent
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Issued Date -
Jul 14, 2016
app pub date -
Jan 14, 2015
filing date -
Jan 14, 2015
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Abstract
A method and system automatically monitors quality and agent suitability in a video communication processed at a contact center. The method performed by a monitoring device includes receiving a plurality of consecutive images of a video communication between an agent device used by an agent of a contact center and a user device used by a user with a request. The method includes determining at least one agent action performed during the video communication that is outside a predetermined parameter. The method includes determining a change that the agent is to perform based upon the agent action. The method includes transmitting the change to the agent device.
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