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

• US 7,424,715 B1
• Filed: 04/30/2002
• Issued: 09/09/2008
• Est. Priority Date: 01/28/2002
• Status: Expired due to Term

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Dutton, Faron
• Primary Examiner(s): An; Meng-Ai
• Assistant Examiner(s): WU, QING YUAN
• Application Number:
  US10/136,705
• Time in Patent Office: 2,324 Days
• Field of Search: 709/227, 709/224, 709/204, 719/318, 37926101-26509, 379 8801- 8804, 715/704, 704/231, 704/246, 704/270, 704/275, 705 7- 11
• 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. A computer implemented method for representing events associated with recorded data exchanged between a user and a server, wherein the user is a customer and a call center agent receives the calls via the server, the method comprising the steps of:

defining a set of events within a voice contact session associated with the recorded data exchanged between the customer and the call center agent, wherein only data that satisfies predetermined business rules is recorded;

assigning an event identifier in the form of a time stamp or time code to each event within the set wherein the set of events comprise data associated with the voice contact session;

associating at least one event identifier with at least one portion of the voice contact session exchanged between the customer and the call center agent that correspond to the event represented by the at least one event identifier;

displaying at least one portion of the voice contact session to the user in the form of a call timeline during playback, wherein the call timeline includes a list of the event identifiers associated with the portions of the voice contact session, the list of event identifiers being arranged in time order; and

selecting an event for presentation from the call timeline by selecting the event identifier associated with the at least one portion of the voice contact session associated with the recorded data exchanged between the customer and the call center agent.

2. The method of claim 1, wherein the voice contact session includes simultaneous exchanges between a plurality of agents and a user, an agent and a plurality of users, or a plurality of agents and a plurality of users.

3. The method of claim 1, wherein a multimedia player is provided access to the voice contact session including exchanges between a plurality of agents and at least one user as one continuous exchange.

4. The method of claim 1, wherein the events comprise occurrences associated with entities external to the enterprise, and are associated with CTI, telephony, or speech recognition.

5. The method of claim 1, wherein the events comprise occurrences within the enterprise.

6. The method of claim 1, wherein the events comprise occurrences associated with user-initiated annotations.

7. A system for presenting events associated with recorded data exchanged between a user and a server, wherein the user is a customer and a call center agent receives the calls via the server, the system comprising:

means for defining a set of events within a voice contact session associated with the recorded data exchanged between the customer and the call center agent, wherein only data that satisfies predetermined business rules is recorded;

means for assigning an event identifier in the form of a time stamp or time code to each event within the set, wherein the set of events comprise data associated with the voice contact session;

means for associating at least one event identifier with at least one portion of the voice contact session exchanged between the customer and the call center agent that correspond to the event represented by the event identifier, wherein the event comprises data associated with the voice contact session;

means for displaying at least one portion of the voice contact session to the user in the form of a call timeline during playback, wherein the call timeline includes a list of the event identifiers associated with the at least one portion of the voice contact session, the list of event identifiers being arranged in time order; and

means for presenting an event by receiving a user selected event identifier associated with the at least one portion of the voice contact session associated with the recorded data exchanged between the customer and the call center agent.

8. The system of claim 7, where at least one portion of the voice contact session includes simultaneous exchanges between a plurality of agents and a user, an agent and a plurality of users, or a plurality of agents and a plurality of users.

9. The system of claim 7, wherein a multimedia player is provided access to the at least one portion of the voice contact session including exchanges between a plurality of agents and at least one user as one continuous exchange.

10. The system of claim 7, wherein the events comprise occurrences associated with entities external to the enterprise.

11. The system of claim 7, wherein the events comprise occurrences associated with en, telephony, or speech recognition.

12. The system of claim 7, wherein the events comprise occurrences within the enterprise.

13. The system of claim 7, wherein the events comprise occurrences associated with user-initiated annotations.