Matthew J Page

US Patent:

8396205, Mar 12, 2013

Filed:

Jan 11, 2012

Appl. No.:

13/348462

Inventors:

Jason Lowry - Salt Lake City UT, US
Matthew Lawrence Page - Sandy UT, US
Taylor Henry White - Holladay UT, US
Nicholas Bauer Ramond - Draper UT, US
Brian Douglas Minert - Orem UT, US

Assignee:

Incontact, Inc. - Midvale UT

International Classification:

H04M 3/00

US Classification:

37926512, 37926501, 37926505, 37926506, 37926507, 37926513

Abstract:

Methods and apparatus for automatically prioritizing contacts in a contact handling system for the purpose of monitoring are disclosed. The method can include a plurality of contacts, each contact being associated with a particular agent and a particular customer. The method can include comparing an attribute associated with each contact to a priority factor. The method can include assigning each contact a supervision priority based on the comparison of the attribute of each contact to the priority factor associated with the attribute. The method can include presenting a first contact of the plurality of contacts to a supervisor at a supervisor workstation based on the priority assigned each contact. The method can include displaying a representation of the first contact at a display associated with the supervisor workstation.

US Patent:

20130176413, Jul 11, 2013

Filed:

Jan 11, 2012

Appl. No.:

13/348460

Inventors:

Jason Lowry - Salt Lake City UT, US
Matthew Lawrence Page - Sandy UT, US
Taylor Henry White - Holladay UT, US
Nicholas Bauer Ramond - Draper UT, US
Brian Douglas Minert - Orem UT, US

Assignee:

inContact, Inc. - Midvale UT

International Classification:

H04N 7/18
H04M 3/00

US Classification:

348 77, 37926506, 348E07085

Abstract:

Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor.