Method and system for presenting events associated with recorded data exchanged between a server and a user
6 Assignments
0 Petitions
Accused Products
Abstract
Events associated with recorded data exchanged between at least one user and at least one server are presented to a user. A set of events associated with the recorded data is defined, and each event within the set is represented by an event identifier, e.g., a time stamp. Each event identifier is associated with portions of the recorded data that correspond to the event represented by the event identifier. An event is selected for presentation by selecting the event identifier associated with a portion of the data that corresponds to that event.
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Citations
43 Claims
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1-22. -22. (canceled)
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23. A method for presenting events associated with recorded data exchanged between at least one user and at least one server, wherein the recorded data comprises a record of a voice interaction occurring between at least one contact center agent and at least one user via said at least one server, the method comprising the steps of:
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defining a set of events within a voice interaction session associated with the recorded data exchanged between the customer and the call center agent, each event within the set represented by an event identifier;
associating each event identifier with portions of the recorded data exchanged between the customer and the call center agent that correspond to the event represented by the event identifier;
displaying the recorded data to the user in the form of a call timeline during playback of the recorded data, wherein the call timeline includes event identifiers associated with the voice interaction session;
selecting an event for presentation from the call timeline of voice interaction by selecting the event identifier associated with a portion of the data exchanged between the customer and the call center agent that corresponds to that the event represented by the selected event identifier; and
providing access to recorded data via a multimedia player, the player including exchanges between a plurality of agents and at least one user, the exchanges being represented as one continuous exchange. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31)
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32. A computer implemented method for graphically presenting events associated with recorded data exchanged between a user and a call center agent receiving calls via a server, the system comprising:
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defining a set of events within a voice interaction session associated with recorded data exchanged between a user and a call center agent, each event within the set represented by an event identifier;
associating each event identifier with portions of the recorded data exchanged between the user and the call center agent that correspond to the event represented by the event identifier;
displaying at least one summarized voice interaction session to the user in the form of a call timeline of voice interaction for playback of the voice interaction session, wherein the summarized voice interaction session includes a list of event identifiers associated with the voice interaction session; and
selecting an event for presentation from the call timeline of voice interaction by selecting the event identifier associated with a portion of the data exchanged between the user and the call center agent that corresponds to that the event represented by the selected event identifier;
wherein the session comprises recorded data from multiple related exchanges between a plurality of agents and at least one user, the multiple related exchanges being represented as one continuous session. - View Dependent Claims (33, 34, 35)
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36. A graphical presentation system for displaying contact center records, the system being configured to graphically present events associated with recorded data exchanged between at least one user and at least one call center agent, wherein the call center agent receives the data via a server, the method comprising the steps of:
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a user interface configured to receive one or more event definitions, the one or more event definitions having event identifiers which represent associated events;
event recognition logic configured to determine when an event associated with the one or more event definitions occurs during a voice interaction and to associate the event identifier with the portion of the voice interaction where the event occurs;
a graphical user interface configured to graphically display a session comprising at least one voice interaction in a call timeline format representing said at least one voice interaction, the call timeline comprising a visual indication of at least one call initiation and a call termination as well as a visual indication of any events that occurred during the recorded voice interaction;
wherein a session comprises a plurality of related exchanges, the exchanges being related by one or more of a contact center agent, a user, or a subject, thereby threading multiple voice interactions into a session. - View Dependent Claims (37, 38, 39, 40, 41, 42, 43)
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Specification