Telephone call monitoring system

• US 20030147522A1
• Filed: 02/19/2003
• Published: 08/07/2003
• Est. Priority Date: 02/14/2000
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Elazar, Avishai
• Granted Patent: US 6,959,079 B2
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A monitoring system for monitoring agent telephonic interactions with customers and a method thereof is provided. The system may comprise a voice logger to receive and record audio of a telephone call received by the agent, a screen logger to receive and record video screen data associated with interactions of the agent with a computer during the telephone call and an event manager to determine whether the interactions meet at least one predefined monitoring condition.

Claims

1. A monitoring system comprising:

a voice logger to receive and record audio of a telephone call received by an agent;

a screen logger to receive and record video screen data associated with interactions of said agent with a computer during the telephone call; and

an event manager to determine whether said interactions meet at least one predefined monitoring condition.

2. The monitoring system of claim 1, wherein said event manager is able to instruct said voice logger to begin recording an audio portion of said telephone call when said monitoring condition is satisfied.

3. The monitoring system of claim 1, wherein said event manager is able to instruct said voice logger to begin recording of an audio portion of said telephone call and to instruct said screen logger to begin recording generally in synchronicity with said voice logger at least a portion of said video screen data when said monitoring condition is satisfied.

4. The monitoring system of claim 1 further comprising:

a storage media to store at least a portion of recorded audio of said telephone call and recorded video screen data associated with said telephone call.

5. The monitoring system of claim 1, further comprising:

an evaluator coupled to said voice logger and to said screen logger to enable design of evaluation forms.

6. The monitoring system of claim 5, wherein said evaluator is able to perform automated evaluations based on predefined programming.

7. A method comprising:

recording at least a portion of a telephone call received by an agent when one of a predetermined list of skills matches a predetermined skill of said agent.

8. The method of claim 7 wherein recording at least said portion of the telephone call comprises recording an audio portion of said telephone call while recording generally in synchronicity at least a portion of interactions of said agent with a computer during said telephone call.

9. A method comprising:

receiving at least one of audio data and screen data associated with a telephone call received by an agent; and

performing an automated evaluation of said agent based on said data.

10. The method of claim 9, wherein performing said automated evaluation comprises:

determining a word spoken during said telephone call.

11. The method of claim 9, wherein performing said automated evaluation comprises:

determining a speech rate associated with said telephone call.

12. The method of claim 9, further comprising:

storing results of said automated evaluation.

13. A method comprising:

recording at least a portion of a telephone call received by an agent when at least one predefined monitoring condition is satisfied; and

modifying said predefined monitoring condition based on changes in data associated with said agent.

14. An article comprising a storage medium having stored thereon instructions that, when executed by a computing platform, result in:

determining whether interactions of an agent with a computer during a telephone call received by said agent meet at least one predefined monitoring condition; and

recording at least a portion of said telephone call.

15. The article of claim 14 wherein the instructions, when executed result in:

recording an audio portion of said telephone call while recording in synchronicity at least a portion of said interactions.