Checkpoint widget for indicating checkpoint status information to an agent in a contact center
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United States of America Patent
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Aug 18, 2015
Grant Date -
N/A
app pub date -
Feb 13, 2015
filing date -
Dec 17, 2014
priority date (Note) -
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status (Latency Note)
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Abstract
A real-time speech analytics system (“RSTA system”) detects speech in a specific context during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a checkpoint and alert reporting module, which is configured update a checkpoint widget. The checkpoint widget provides visual information as to the status of the checkpoints encountered during the call and is displayed using a computer display associated with a workstation used by the agent handling the call. As checkpoints are encountered during the call, the checkpoint indicators in the widget are modified to reflect occurrence of the checkpoint. Each checkpoint indicator may have text associated with it, informing the user of the nature of checkpoint. The checkpoint widget may be displayed to the agent and/or a supervisor, allowing ready determination of the status of the call.
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