PATENT CLAIM ANALYSIS

Application Number: 15963704
Application Type: Utility
Filing Date: 2018-04
Publication Date: 2019-01
Patent Classification: ["379", "265060"]

Abstract:
A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

Claim (Index 9):
A method for automated and synchronized agent experience-customer experience testing of call center performance and technologies, comprising the steps of:\n (a) generating an interaction sequence based at least on a user-provided test definition, wherein the generated interaction sequence comprises at least an identity marker, using a contact system test engine; (b) assigning a tracking identification number to the generated interaction sequence, using a synchronization service; (c) receiving the interaction sequence and the tracking identification number as part of an agent experience testing routine, using an agent station; (d) processing the interaction sequence and at least logging timing and performance information, using the agent station; (e) compiling a customer experience test result report of the interaction sequence as it is received and processed by the agent station including at least the accuracy of responses to the generated interaction sequence and timing information, using the contact system test engine; (f) compiling an agent experience result report based at least on the timing and performance logs of the agent station; (g) synchronizing data between the agent result report and the customer result report into a synchronized report based at least the identity marker, the tracking identification number, logged timing information in each report; and (h) storing the synchronized report in a data store for future analysis.

Metadata:
- Claim Count in Document: 38.0
- Percentile: 91.0
- Lexical Diversity: 1.47368
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14854003', '14140449', '14141424', '15207483', '15083259']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5009141258261746
- 35 USC 102 Novelty (BERT): 0.4807415883135389
- Combined Prediction Score: 0.498896872074911
- Mean Citation Score: 159.318348
- Max Citation Score: 163.75919
- Similarity Product: 104.51473386598232

Labels:
- Claim Label 101: 0
- Claim Label 102: 1
- Claim Label 103: 1
- Claim Label 112: 1
- Combined Label: 0
- Label 101 Adjusted: 0

Dataset: test