Method and system for presenting events associated with recorded data exchanged between a server and a user

• US 20060200832A1
• Filed: 03/23/2006
• Published: 09/07/2006
• Est. Priority Date: 01/28/2002
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Dutton, Faron
• Granted Patent: US 7,424,718 B2
• Time in Patent Office: Days
• US Class Current: 719/318
• CPC Class Codes: G06F 11/3414 Workload generation, e.g. scripts, playback
• CPC Class Codes: G06F 2201/805 Real-time
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• 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

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.

Claims

1-22. -22. (canceled)

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 call center agent and at least one user via said at least one server, the method comprising the steps of:

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 being represented by an event identifier;

associating each event identifier with a portion 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; 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 customer and the call center agent that corresponds to that the event represented by the selected event identifier;

wherein only data that satisfies predetermined business rules is recorded.

24. The method of claim 23, wherein the call timeline is annotated by the event identifier, the event identifiers indicating on the call timeline a point during the call when an event associated with the event identifier occurred.

25. The method of claim 23, wherein the call timeline shows a plurality of calls handled by an agent during a period of time, each initiation of a voice interaction being marked by an event identifier noting the start of the interaction, and each termination of a voice interaction being marked by an event identifier noting the end of the interaction, as well as any events occurring during the voice interaction.

26. The method of claim 23, wherein conversation during the voice interaction is represented by a voice waveform representation, while silence during the voice interaction is represented by a flat line.

27. The method of claim 23, wherein the event identifier is associated with at least one or more of a user being placed on hold, a talk over condition on the line being detected, silence on the connected line being detected, a conversation, or one of a set of words being detected by a speech recognition engine, the set of words comprising those words that have been designated as problematic words by a supervisor.

28. The method of claim 23, wherein the predetermined business rules comprise at least one event identifier, wherein the method further comprises triggering a recording device upon detection of an event associated with said at least one event identifier in accordance with the predetermine business rules.

29. The method of claim 23, wherein the event identifier is associated with a screen event that occurs at a point in time during which an agent is being monitored.

30. The method of claim 23, wherein the event identifier is associated with an annotation entered by one or more of the user, the agent, or a supervisor.

31. The method of claim 23, wherein the event identifier is associated with excitement or anger of the agent or the user.

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:

defining a set of events within a voice interaction 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 a portion 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 voice interaction to the user in the form of a call timeline of voice interaction for playback of the voice interaction, wherein the call timeline comprises an ordered series of event identifiers associated with the voice interaction; and

selecting an event for presentation from the call timeline of voice interaction by selecting the event identifier associated with at least 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 recorded data is captured according to predetermined business rules.

33. The method of claim 32, further comprising triggering a recording device based upon application of the predetermined business rules.

34. The method of claim 33, wherein the predetermined business rules comprise an event identifier, whereby an event associated with the event identifier triggers a recording device to record the voice interaction.

35. The method of claim 32, wherein the set of events comprises one or more of:

detection of a selected word used during the voice interaction, a call being placed on hold, detection of the user and the agent talking at the same time during the voice interaction, detection of excitement in the voice interaction, a screen event, or a user annotation.

36. A graphical presentation system for displaying contact center records, the system being configured to graphically present events associated with recorded data representing one or more voice interactions exchanged between at least one user and a contact center agent, wherein the contact center agent receives the voice interaction via a server, the method comprising the steps of:

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 the recorded 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 the recorded data is captured according to predetermined business rules.

37. The system of claim 36, further comprising a recording device configured to record a voice interaction based upon application of the predetermined business rules.

38. The system of claim 37, wherein the predetermined business rules comprise an event identifier, whereby an event associated with the event identifier is used to trigger the recording device to begin or end recording.

39. The system of claim 37, wherein the set of events comprises one or more of:

detection of a selected word used during the voice interaction, a call being placed on hold, a call being transferred, call initiation, call termination, detection of the user and the agent talking at the same time during the voice interaction, detection of excitement in the voice interaction, a screen event, or a user annotation.

40. The system of claim 39, further comprising session retrieval instructions configured to receive input and retrieve voice interactions based on the input.

41. The system of claim 40, wherein the session retrieval instructions are further configured to concatenate multiple voice interactions into a single session based upon the input, thereby threading related voice interactions occurring between a user and one or more contact center agents.

42. The system of claim 36, wherein the call timeline further comprises a call progress display, an audio energy indicator and a legend of event identifiers.