G - Physics – 06 – Q
Patent
G - Physics
06
Q
G06Q 10/06 (2012.01) H04M 3/51 (2006.01)
Patent
CA 2565323
Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality of transaction definitions; creating a transaction from the matching sequence; and displaying the transaction.
Iannone Jeff
Keren Shimon
Nies James Gordon
Srinivasa Srivijaya
Sim & Mcburney
Verint Americas Inc.
Witness Systems Inc.
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