Patent ID: 9031222
Filing Date: 2015-05-12
Classification: G06K,H04M

Abstract:
1. A method comprising: establishing a plurality of simultaneously occurring communication sessions between call agent devices and customer devices at a call center communication system; monitoring each communication session to determine a priority score associated with each communication session, wherein each priority score is determined based upon at least one scoring algorithm that utilizes information obtained from the monitoring of each communication session such that each priority score provides an indication of a potential problem associated with the corresponding communication session; and providing an indication of the priority score associated with each communication session to a supervisor device, wherein an indication of the priority score associated with each communication session is provided to the supervisor device via a display, the display including a plurality of windows with each window being associated with a corresponding communication session, and each window further including the priority score associated with the corresponding communication session; wherein at least one window further includes a picture-in-picture video image that includes images of a call agent and a customer associated with the corresponding communication session, and the monitoring of the corresponding communication session to determine a priority score includes monitoring the video image in the at least one window to identify changes in facial expressions of the call agent or the customer.