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1. 发明授权

US08150021B2 Proactive system and method for monitoring and guidance of call center agent 有权
标题翻译：主动系统和呼叫中心代理监控指导方法
公开(公告)号：US08150021B2
公开(公告)日：2012-04-03
申请号：US11592618
申请日：2006-11-03
申请人： Omer Geva , Moshe Avlagon , Horav Lapidot , Dror Zernik
发明人： Omer Geva , Moshe Avlagon , Horav Lapidot , Dror Zernik
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/51 , H04M3/5175
摘要： System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The proposed system comprises a module for quality evaluation of agents skills and/or of compliance with business processes; a database for storing the results of the evaluation module, in the form of a plurality of profiles of performance; a Call Analysis System (CAS) connected to the database and with the software applications, for retrieving the profile of performance associated with an agent and for generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required during the current interaction, to an agent terminal, based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.
摘要翻译：用于增强现有质量监测工具的系统，用于在呼叫中心内监测和指导代理性能，每个呼叫中心具有多个代理终端，多个代理音频接口和多个软件应用。提出的系统包括用于质量评估代理技能和/或遵守业务流程的模块; 用于以多个性能轮廓的形式存储评估模块的结果的数据库; 连接到数据库和软件应用程序的呼叫分析系统（CAS），用于检索与代理相关联的性能简档，以及生成和发送关于所需的纠正和/或预防措施的视觉或文本或音频输入在当前交互期间，基于性能简档和/或按照预定标准定义的所获取的基于实时呼叫的信息到代理终端。

2. 发明申请

US20120177196A1 PROACTIVE SYSTEM AND METHOD FOR MONITORING AND GUIDANCE OF CALL CENTER AGENT 有权
标题翻译：用于监控和指导呼叫中心代理的主动系统和方法
公开(公告)号：US20120177196A1
公开(公告)日：2012-07-12
申请号：US13426645
申请日：2012-03-22
申请人： Omer GEVA , Moshe Avlagon , Horav Lapidot , Dror Zernik
发明人： Omer GEVA , Moshe Avlagon , Horav Lapidot , Dror Zernik
IPC分类号： H04M3/00
CPC分类号： H04M3/51 , H04M3/5175
摘要： A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.
摘要翻译：描述了用于监视和指导呼叫中心的代理的系统和计算机实现的方法。该方法包括在代理和客户之间的交互呼叫期间接收与交互相关联的实时数据; 由呼叫分析系统检索代理的性能特征; 使用代理的性能简档和与交互相关联的实时数据来确定是否应该向代理发送纠正动作警报，并且如果确定了在交互期间生成并将该警报发送到代理的终端。

3. 发明授权

US08526597B2 Proactive system and method for monitoring and guidance of call center agent 有权
标题翻译：主动系统和呼叫中心代理监控指导方法
公开(公告)号：US08526597B2
公开(公告)日：2013-09-03
申请号：US13426645
申请日：2012-03-22
申请人： Omer Geva , Moshe Avlagon , Horav Lapidot , Dror Zernik
发明人： Omer Geva , Moshe Avlagon , Horav Lapidot , Dror Zernik
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/51 , H04M3/5175
摘要： A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.
摘要翻译：描述了用于监视和指导呼叫中心的代理的系统和计算机实现的方法。该方法包括在代理和客户之间的交互呼叫期间接收与交互相关联的实时数据; 由呼叫分析系统检索代理的性能特征; 使用代理的性能简档和与交互相关联的实时数据来确定是否应该向代理发送纠正动作警报，并且如果确定了在交互期间生成并将该警报发送到代理的终端。

4. 发明申请

US20080107255A1 Proactive system and method for monitoring and guidance of call center agent 有权
标题翻译：主动系统和呼叫中心代理监控指导方法
公开(公告)号：US20080107255A1
公开(公告)日：2008-05-08
申请号：US11592618
申请日：2006-11-03
申请人： Omer Geva , Moshe Avlagon , Horav Lapidot , Dror Zernik
发明人： Omer Geva , Moshe Avlagon , Horav Lapidot , Dror Zernik
IPC分类号： H04M3/22
CPC分类号： H04M3/51 , H04M3/5175
摘要： System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The proposed system comprises a module for quality evaluation of agents skills and/or of compliance with business processes; a database for storing the results of the evaluation module, in the form of a plurality of profiles of performance; a Call Analysis System (CAS) connected to the database and with the software applications, for retrieving the profile of performance associated with an agent and for generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required during the current interaction, to an agent terminal, based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.
摘要翻译：用于增强现有质量监测工具的系统，用于在呼叫中心内监测和指导代理性能，每个呼叫中心具有多个代理终端，多个代理音频接口和多个软件应用。提出的系统包括用于质量评估代理技能和/或遵守业务流程的模块; 用于以多个性能轮廓的形式存储评估模块的结果的数据库; 连接到数据库和软件应用程序的呼叫分析系统（CAS），用于检索与代理相关联的性能简档，以及生成和发送关于所需的纠正和/或预防措施的视觉或文本或音频输入在当前交互期间，基于性能简档和/或按照预定标准定义的所获取的基于实时呼叫的信息到代理终端。

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