Reviewing portions of telephone call recordings in a contact center using topic meta-data records

• US 10,306,055 B1
• Filed: 02/22/2018
• Issued: 05/28/2019
• Est. Priority Date: 03/16/2016
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Mammen, Steven K., Ouimette, Jason P., Neuer, III, Ellwood I., Koster, Karl
• Primary Examiner(s): Hashem, Lisa
• Application Number:
  US15/902,117
• Time in Patent Office: 460 Days
• CPC Class Codes: G06F 40/20 Natural language analysis semantic analysis of natural language G06F40/30
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/552 Call annotations
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A real-time speech analytics system (“RSTA system”) detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a module, which is configured to generate a topic meta-data record stored in a topic meta-data file. A real-time topic dashboard indication may be presented on a graphical user interface to a user based on analysis of a plurality of topic meta-data records. Selection of the topic dashboard indicator may result in presentation to the user of further text-based information about detection of the speech event for one or more calls. Selection of the further information for a particular call may result in a corresponding portion of recorded audio of that call associated with the speech event to be retrieved using the corresponding topic meta-data record and played to the user.

Claims

1. A system comprising:

a computer processor configured to;

receive an event message from a real time speech analytics (“

RTSA”

) system, wherein the event message indicates detection of a topic comprising one or more keywords by the RTSA system in audio of a call involving a party and a particular agent among a plurality of agents handling calls in a contact center;

update a record in a topic meta-data file comprising a plurality of records wherein each of the plurality of records is generated in response to receiving a prior event message from the RTSA system reporting detection of the topic in a corresponding one of a plurality of prior calls involving the particular agent; and

cause a display of a computer used by a supervisor of the particular agent to be updated, wherein the display presents a plurality of agent icons to the supervisor, each agent icon is associated with corresponding text indicating an identifier of a corresponding agent from among the plurality of agents in the contact center handling calls, wherein updating the display comprises altering a particular agent icon corresponding to the particular agent with a text-based label corresponding to the topic indicated in the event message from the RTSA system.

2. The system of claim 1, the computer processor further configured to:

receive a request from the computer used by the supervisor, the request for further text-based information regarding the text-based label of the particular agent, the request indicated by the supervisor selecting the particular agent icon; and

provide for display on the computer in response to receiving the request the further text-based information comprising a number of times the topic was detected for each of the plurality of prior calls involving the agent.

3. The system of claim 2, wherein the further text-based information appears on a pop-up window over at least a portion of the particular agent icon.

4. The system of claim 3, wherein the pop-up window further displays a corresponding icon for each call wherein the topic was reported as detected.

5. The system of claim 4, wherein selecting the corresponding icon causes an audio player window to appear.

6. The system of claim 1, wherein the computer processor is further configured to:

update a display of a second computer used by the particular agent in the contact center in response to receiving the event message, wherein an agent desktop icon is updated on the second computer used by the particular agent reflecting the text-based label of the event message reported by the RTSA system.

7. The system of claim 1, wherein the computer processor is further configured to:

receive a request originating from the computer from the supervisor for further text-based information regarding the text-based label of the particular agent indicated by selecting the particular agent icon; and

provide on the display of the computer in response to receiving the request the further text-based information comprising a time offset where the topic was detected during a prior call involving the agent.

8. A non-transitory computer readable medium storing instructions that when executed by a computer processor cause the processor to:

receive an event message from a real time speech analytics (“

RTSA”

) system, wherein the event message indicates detection of a topic comprising one or more keywords by the RTSA system in audio of a call involving a party and a particular agent among a plurality of agents handling calls in a contact center;

update a record in a topic meta-data file comprising a plurality of records wherein each of the plurality of records was generated in response to receiving a prior event message from the RTSA system reporting detection of the topic in a corresponding one of a plurality of prior calls involving the particular agent;

cause a display of a computer used by a supervisor of the contract center to be updated, wherein the display presents a plurality of agent icons to the supervisor, each agent icon is associated with corresponding text indicating an identifier of a corresponding agent from among the plurality of agents in the contact center handling calls, wherein updating the display comprises altering a particular agent icon corresponding to the particular agent with a text-based label corresponding to the topic indicated in the event message from the RTSA system.

9. The non-transitory computer readable medium of claim 8, further comprising instructions that when executed cause the computer processor to:

receive a request at the computer from the supervisor for further text-based information regarding the text-based label of the particular agent, the request indicated by the supervisor selecting the particular agent icon; and

provide on the display of the computer in response to receiving the request the further text-based information comprising a number of times the topic was detected for each of the plurality of prior calls involving the agent.

10. The non-transitory computer readable medium of claim 9, wherein the further text-based information appears on a pop-up window over at least a portion of the particular agent icon.

11. The non-transitory computer readable medium of claim 10, wherein the pop-up window further displays a corresponding icon for each call wherein the topic was reported as detected.

12. The non-transitory computer readable medium of claim 11,

wherein selecting the corresponding icon causes an audio player window to appear.

13. The non-transitory computer readable medium of claim 8, further comprising instructions that when executed cause the computer processor to:

updating a display of a second computer used by the particular agent in the contact center in response to receiving the event message, wherein an agent desktop icon is updated on the second computer used by the particular agent reflecting the text-based label of the event message reported by the RTSA system.

14. The non-transitory computer readable medium of claim 8, further comprising instructions that when executed cause the computer processor to:

receive a request originating from the computer used by the supervisor for further text-based information regarding the text-based label of the particular agent indicated by selecting the particular agent icon; and

provide on the display of the computer in response to receiving the request the further text-based information comprising a time offset where the topic was detected during a prior call involving the agent.

15. A method comprising:

receiving an event message from a real time speech analytics (“

RTSA”

) system, wherein the event message indicates detection of a topic comprising one or more keywords by the RTSA system in audio of a call involving a party and a particular agent among a plurality of agents handling calls in a contact center;

updating a record in a topic meta-data file comprising a plurality of records wherein each of the plurality of records was generated in response to receiving a prior event message from the RTSA system reporting detection of the topic in a corresponding one of a plurality of prior calls involving the particular agent;

updating a display of a computer used by a supervisor of the contract center, wherein the display presents a plurality of agent icons to the supervisor, each agent icon is associated with corresponding text indicating an identifier of a corresponding agent from among the plurality of agents in the contact center handling calls, wherein updating the display comprises altering a particular agent icon corresponding to the particular agent with a text-based label corresponding to the topic indicated in the event message from the RTSA system.

16. The method of claim 15, further comprising:

receiving a request at the computer from the supervisor for further text-based information regarding the text-based label of the particular agent, the request indicated by the supervisor by selecting the particular agent icon; and

providing on the display of the computer in response to receiving the request the further text-based information comprising a number of times the topic was detected for each of the plurality of prior calls involving the agent.

17. The method of claim 16, wherein the further text-based information appears on a pop-up window over at least a portion of the particular agent icon.

18. The method of claim 17, wherein the pop-up window further displays a corresponding icon for each call wherein the topic was reported as detected.

19. The method of claim 15, further comprising:

updating a display of a second computer used by the particular agent in the contact center in response to receiving the event message, wherein an agent desktop icon is updated on the second computer used by the particular agent reflecting the text-based label of the event message reported by the RTSA system.

20. The method of claim 15, further comprising:

receiving a request originating at the computer used by the supervisor for further text-based information regarding the text-based label of the particular agent indicated by selecting the particular agent icon; and

providing on the display of the computer in response to receiving the request the further text-based information comprising a time offset where the topic was detected during a prior call involving the agent.