Patent ID: 11971908
Assignee: TALKDESK, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 0:
1. A method for increasing security in a call center implemented over a computing network by detecting anomalies in communication activities between call center agents and call center users, the method comprising:
monitoring event parameters of communication activities between call center agents and user;
querying a baseline distribution database to determine that an event parameter represents a communication anomaly when the event parameter indicates an event that corresponds to a probability that is lower than a predetermined threshold probability and a calculated confidence of the event is higher than a predetermined confidence threshold, wherein the baseline distribution database is created by monitoring at least one stream of communication activity data indicating parameters of communication activities between call center agents and call center users, storing the communication activity data in a collected data database and aggregating the communication activity data to create at least one distribution of communication metrics over a period of time; and
storing a record of the communication anomaly in an anomaly database.