US Patent Issued to OPEN TEXT HOLDINGS on Feb. 4 for "Live assist systems and methods with real time scoring of agent performance" (Texas Inventor)

ALEXANDRIA, Va., Feb. 5 -- United States Patent no. 12,219,094, issued on Feb. 4, was assigned to OPEN TEXT HOLDINGS INC. (Menlo Park, Calif.).

"Live assist systems and methods with real time scoring of agent performance" was invented by Danny Ray Harlin (Frisco, Texas).

According to the abstract* released by the U.S. Patent & Trademark Office: "A new approach to agent performance evaluation includes real-time transcription of a call or chat from a customer and a real-time scorecard analysis performed on an agent's device as the agent and the customer communicate with each other. The real-time scorecard analysis may be conducted based on a set of live score rules from the server side. The agent can get an immediate scoring feedback throug...