Patent ID: 9167095
Filing Date: 2015-10-20
Classification: H04M

Abstract:
1. A method comprising: detecting, by a processor, that a call session is established between a caller and a call center agent; acquiring, by the processor, caller data associated with the caller and agent data associated with prior calls handled by the call center agent; monitoring, by the processor, the call session to produce monitoring data; determining, by the processor, whether an alert condition is present in the call session based on at least one of the caller data, the agent data, or the monitoring data; forwarding, by the processor, the monitoring data to a portable device, wherein the portable device provides at least a portion of the monitoring data for display, and wherein the portable device further provides an indication of whether the alert condition is present in the call session; and causing, by the processor, the portable device to be added to the call session when the alert condition is present in the call session.