The monitoring system for automatic call distributor in progress / conversation for detection of stress in real time.

摘要

The monitoring system for automatic call distributor in progress / conversation for detection of stress in real time.Invention patent belongs to the field of telephone communication, characterized by a set of hardware and software organized in modules that constitute a system of analysis of audio signal of a telephone call which detects variations in sound agreement with attributes for Metrizu00e1veis as standard features of communication between customers and the company.With such attributes are: duration of the call; attendants / agents / telemarketing operators pre defined; customers pre - defined,Detected by the telephone number of the origin of the same or a process of positive identification made by an IVR (interactive voice response (IVR) / audible response unit); for the number of consecutive transfers between the attendant / agent / telemarketer or groups of m ready Loved one determined call; and / or the quantity of calls for a customer in a specific inteRvalo time preset.