Systems and methods for analyzing communication sessions
First Claim
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1. A method for analyzing communication sessions between an agent of a contact center and a customer, said method comprising:
- recording the communication session;
identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and
performing post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.
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Abstract
Systems and methods for analyzing communication sessions are provided. A representative method includes: recording the communication session; identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and performing post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.
110 Citations
20 Claims
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1. A method for analyzing communication sessions between an agent of a contact center and a customer, said method comprising:
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recording the communication session; identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and performing post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer. - View Dependent Claims (2, 3, 4, 5)
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6. A method for analyzing communication sessions comprising:
excluding a portion of the communication session, not attributable to a voice component of at least one party of the communication session, from post-recording processing. - View Dependent Claims (7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A system for analyzing communication sessions comprising:
a voice analysis system operative to receive information corresponding to a communication session and perform post-recording processing on the information, wherein voice analysis system is configured to exclude a portion of the information corresponding to the communication session, that is not attributable to speech of at least one party of the communication session, from post-recording processing. - View Dependent Claims (19, 20)
Specification