Method and system for selecting and navigating to call examples for playback or analysis

• US 20080260122A1
• Filed: 03/28/2008
• Published: 10/23/2008
• Est. Priority Date: 05/18/2005
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly
• Granted Patent: US 9,225,841 B2
• Time in Patent Office: Days
• US Class Current: 379/112.01
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 21/0272 Voice signal separating
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/08 Indicating faults in circuits or apparatus
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0057 Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network
• CPC Class Codes: H04M 7/0084 Network monitoring; Error detection; Error recovery; Network testing

Abstract

A method for searching for one or more recorded telephone communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more telephone communications is analyzed and assessment data is assigned thereto. The assessment data of the telephone communications is searched for at least one search criterion, and at least one telephone communication having assessment data matching the search criterion is identified. A representation of the matching telephone communication is then displayed.

Claims

1. A computer program for searching for one or more recorded telephone communications between one or more customers and a contact center comprising:

a code segment for analyzing one or more telephone communications;

a code segment for assigning assessment data to said one or more telephone communications;

a code segment for searching said assessment data of said one or more telephone communications for at least one search criterion;

a code segment for identifying at least one telephone communication having assessment data matching said at least one search criterion; and

a code segment for displaying a representation of said at least one identified telephone communication matching said at least one search criterion.

2. The computer program of claim 1 wherein said code segment for assigning assessment data to said one or more telephone communications further comprises assigning behavioral assessment data based on the one or more telephone communications and further wherein said at least one search criterion relates to the behavioral assessment data.

3. The computer program of claim 1 wherein said code segment for assigning assessment data to said one or more telephone communications further comprises assigning distress assessment data based on the one or more telephone communications and further wherein said at least one search criterion relates to the distress assessment data.

4. The computer program of claim 1 wherein said code segment for assigning assessment data to said one or more telephone communications further comprises assigning telephone communication event data based on the one or more telephone communications and further wherein said at least one search criterion relates to the telephone communication event data.

5. The computer program of claim 1 further comprising a code segment for receiving input of said at least one search criterion.

7. The computer program of claim 1 wherein code segment for assigning assessment data assigns assessment data to a plurality of telephone communications and further wherein said code segment for searching said assessment data further comprises searching said assessment data of said plurality of communications for at least one search criterion.

8. The computer program of claim 7 wherein said code segment for identifying further comprises identifying a plurality of telephone communications having assessment data matching said at least one search criterion and further wherein said code segment for displaying further comprises displaying representations of said plurality of identified telephone communications matching said at least one search criterion.

9. The computer program of claim 8 further comprising a code segment for limiting the number of telephone communications matching said at least one search criterion.

10. The computer program of claim 9 further comprising a code segment for receiving input on limiting the number of telephone communication matching said at least one search criterion.

11. The computer program of claim 2 wherein said behavioral assessment data includes personality type information of said one or more customers.

12. The computer program of claim 3 wherein said distress assessment data includes customer dissatisfaction data.

13. The computer program of claim 4 wherein said telephone communication event data comprising at least one of behavioral assessment data and distress assessment data.

14. The computer program of claim 1 further comprising a code segment for displaying said assessment data assigned to said at least one identified telephone communication matching said at least one search criterion.

15. The computer program of claim 1 further comprising a code segment for displaying representations of all telephone communications matching said at least one search criterion.

6. The computer program of claim 6 wherein said code segment for searching said assessment data further comprises searching said assessment data for a plurality of search criteria, said code segment for identifying at least one telephone communication further comprising identifying at least one telephone communication having assessment data matching said plurality of search criteria;

and said code segment for viewing said at least one identified telephone communication further comprises viewing said at least one identified telephone communication matching said plurality of search criteria.