SYSTEM AND METHOD FOR RECORDING VOICE AND THE DATA ENTERED BY A CALL CENTER AGENT AND RETRIEVAL OF THESE COMMUNICATION STREAMS FOR ANALYSIS OR CORRECTION
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0 Petitions
Accused Products
Abstract
Communications systems are provided, a representative one of which incorporates: a recorder operative to record information associated with a communication; and a first computer application operative to provide a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the communication via the graphical user interface, information corresponding to that portion of the communication and recorded by the recorder is presented to the user, the first computer application being further operative to construct an integrated data stream comprising at least some of the information recorded.
54 Citations
30 Claims
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1-13. -13. (canceled)
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14. A communications system comprising:
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a recorder operative to record information associated with a communication; a first computer application operative to provide a graphical user interface configured to present information corresponding to a portion of the communication recorded by the recorder, the first computer application being further operative to construct an integrated data stream comprising voice information and state information corresponding to events that occurred during the communication; wherein the information forming the integrated data stream is presented in the graphical user interface as an integrated view containing a first visualization of the portion of the communication and a second visualization of at least one event that occurred during the communication, the second visualization overlaying on the first visualization. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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30. A method for analyzing communication streams, the method comprising:
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recording information associated with a communication; providing a graphical user interface configured to present information corresponding to a portion of the communication recorded by the recorder; constructing an integrated data stream comprising voice information and state information corresponding to events that occurred during the communication; and presenting, in the graphical user interface from the integrated data stream, an integrated view containing a first visualization of the portion of the communication and a second visualization of at least one event that occurred during the communication, the second visualization overlaying on the first visualization. - View Dependent Claims (29)
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Specification