MEDIA FORKED APPLICATION SYSTEM IN CALL CENTERS

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics per...

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Bibliographische Detailangaben
Hauptverfasser: YARBROUGH, Greg, JAYAPALAN, Vijay, SMITH, Eric
Format: Patent
Sprache:eng ; fre ; ger
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Beschreibung
Zusammenfassung:Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.