Inventors:
Michael Chan - Los Angeles CA
Patrick Donohue - Los Altos CA
Serdar Uckun - Palo Alto CA
Assignee:
Rockwell Electronic Commerce Corp. - Wood Dale IL
International Classification:
H04M 164
US Classification:
37926507, 379 8802, 379 8819
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.