Patent ID: 9178999
Filing Date: 2015-11-03
Classification: H04M

Abstract:
1. A method, comprising: receiving, at a call center, a call from a customer; identifying an agent to handle the call; forwarding the call to the agent; monitoring the call between the customer and the agent to identify whether one or more particular words or phrases was voiced by the customer or the agent; determining, based on the monitoring, that a first word or phrase of the one or more particular words or phrases was voiced by the customer or the agent; identifying at least one of a rating of the agent or a customer level associated with the customer; generating an alert or message to forward to a workstation associated with a supervisor in response to determining that the first word or phrase or was voiced and at least one of that the rating of the agent is less than a threshold level or the customer level associated with the customer is above a threshold level; and forwarding the alert or message to the workstation associated with the supervisor.