System and method for automatically detecting problematic calls
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United States of America Patent
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Jul 29, 2003
Grant Date -
N/A
app pub date -
Oct 26, 1999
filing date -
Oct 26, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
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.
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