System and method for processing agent interactions

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United States of America Patent

PATENT NO 8971517
APP PUB NO 20110010184A1
SERIAL NO

12879868

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Abstract

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Embodiments are disclosed herein for processing agent interactions. In a particular embodiment, a method provides receiving interaction data describing states and transitions between states within interaction sessions. The method further provides identifying business processes based on the interaction data and identifying instances of the business processes. The method further provides storing the instances and generating a model from the instances.

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Patent Owner(s)

Patent OwnerAddress
WITNESS SYSTEMS INC300 COLONIAL CENTER PARKWAY ROSWELL GA 30076

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Iannone, Jeff Alpharetta, US 11 1014
Keren, Shimon Sunnyvale, US 13 851
Nies, James Gordon Carmel, US 19 1031
Srinivasa, Srivijaya Suwanee, US 7 120

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