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

• US 7,203,285 B2
• Filed: 01/12/2001
• Issued: 04/10/2007
• Est. Priority Date: 01/13/2000
• Status: Expired due to Term

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Blair, Christopher Douglas
• Primary Examiner(s): TIEU, BINH KIEN
• Application Number:
  US10/181,103
• Publication Number:
  US 20030078782A1
• Time in Patent Office: 2,279 Days
• Field of Search: 379 3201- 3202, 379 3204- 3205, 37912104-12105, 379/126, 379/265.03, 37926506-26508, 379/265.14, 379/266.1, 379261-262, 379/35
• US Class Current: 379/32.01
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

The invention provides for a communications recording and analysis system including means for recording one or more communication streams, means for identifying the recorded stream, means for retrieving the content of said recordings by identifier tags, and wherein additional real-time information is inferred from analysis, in real-time or later, of keystrokes entered at a computer/terminal handling the interaction, and/or computer mouse actions, and/or internet traffic emanating from, or terminating at, any one or more of a number of computers/terminals handling the interaction, and/or the words and/or prosody spoken during the interaction is recorded. Furthermore graphical display means are provided such that the presentation of call flow recording is in the form of a direct graph showing the progress of the calls through the various states and transitions.

Claims

1. A communications recording and analysis system comprising:

means for recording one or more communication streams;

means for identifying the streams recorded;

means for retrieving the content of said recordings by identifier tags, wherein additional real-time information relating to the progress of the said communication streams is recorded such that the communication streams and the real-time information are interleaved and provided as an integrated real-time data stream; and

means for allowing identification and subsequent retrieval of sub-sections of a recorded segment of a communication stream for analysis.

2. A system as claimed in claim 1, wherein the communication streams and associated progress streams are linked by means of a cross reference within respective call detail records in a database of recordings.

3. A system as claimed in claim 1, and arranged such that, the progress information is inferred from analysis, in real-time or later, of keystrokes entered at a computer/terminal handling the interaction.

4. A system as claimed in claim 1, and arranged such that the progress information is inferred from analysis, in real-time or later, of computer mouse actions.

5. A system as claimed in claim 1, and arranged such that, the progress information is inferred from analysis, in real-time or later, of internet traffic emanating from, or terminating at, any one or more of a number of computers/terminals handling the interaction.

6. A system as claimed in claim 1, and arranged such that the progress information is inferred from analysis, in real-time or later, of the words and/or prosody spoken during the interaction.

7. A system as claimed in claim 1, and arranged for the retrieval of specific sets of recordings through selection from the call detail records describing each of the recordings and/or the presence, repeated presence or absence, of specified events or call states.

8. A system as claimed in claim 1, and including graphical display means for the display of the content of individual recordings.

9. A system as claimed in claim 8, wherein the graphical display means is arranged such that the location, colour and/or size of display elements is determined by the recorded call flow recording.

10. A system as claimed in claim 8, wherein the graphical display means is arranged such that the presentation of one or more call flow recordings is in the form of a directed graph showing the progress of the calls through the various states and transitions.

11. A system as claimed in claim 8, wherein the graphical display means is arranged to be populated, and the graphical attributes modified, in real-time to reflect the timing information recorded within the call flow recordings.

12. A system as claimed in claim 8, wherein specific elements of the display are arranged to be emphasized according to defined rules so as to draw attention to the presence or absence of particular call flow routes.

13. A communications recording and analysis system comprising:

at least one recorder operative to record voice information associated with a communication, screen content information associated with the communication, and input/output information associated with the communication and with a computer from which the screen content was acquired; and

a first computer application operative to access the voice information, the screen content and the input/output information and to construct an integrated real-time data stream comprising the voice information, the screen content information and the input/output information;

wherein the integrated real-time data stream is configured to enable progress of the communication to be reconstructed such that screen content information and input/output information is correlated with the voice information of the communication.

14. A system as claimed in claim 13, wherein the input/output information comprises at least one of:

keystrokes entered at the computer;

computer mouse actions entered at the computer; and

internet traffic emanating from, or terminating at, the computer.

15. A system as claimed in claim 13, further comprising:

a second computer application operative to analyze the information contained in the integrated real-time data stream and to automatically score at least a portion of the communication that was recorded.

16. A system as claimed in claim 13, further comprising:

a second computer application operative to automatically and selectively perform voice recognition analysis on a portion of the voice information contained in the integrated real-time data stream.