System and method for automatically detecting problematic calls

Details System and method for automatically detecting problematic calls System and method for automatically detecting problematic calls

H - Electricity

04

Q

H04Q 3/66 (2006.01)

Patent

CA 2320569

A system and method for detecting problematic call interactions between callers and call center agents of a communications system. By monitoring call associated information, speech, and voice characteristics of the call interaction, the system and method determine whether calls are being handled properly. If a call is determined to be problematic, a call center supervisor is automatically notified of the problematic call. Further, the problematic call interaction is recorded and can later be retrieved.

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