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

• US 7,424,718 B2
• Filed: 03/23/2006
• 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:
  US11/389,471
• Publication Number:
  US 20060200832A1
• Time in Patent Office: 901 Days
• Field of Search: 709/204, 709/227, 37926501-26509, 379 8801- 8804, 705 7- 11, 715/704, 704/231, 704/246, 704/270, 704/275, 719/318
• 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 method for presenting events associated with recorded data exchanged between a user and a server, wherein the recorded data comprises a record of a voice contact session occurring between a center agent and the user via said at least one server and wherein the user is a customer, the method comprising the steps of:

defining a set of events within the 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 comprises events occurring during the voice contact session;

associating each event identifier with a 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;

displaying at least one portion of the voice contact session to the user in the form of a call timeline during playback of the recorded data, wherein the call timeline includes the event identifiers associated with the at least one portion of the voice contact session, the 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.

2. The method of claim 1, wherein the call timeline is annotated by the event identifier, the event identifiers indicating on the call timeline a point during the voice contact session when an event associated with the event identifier occurred.

3. The method of claim 1, wherein the call timeline shows a plurality of calls handled by the agent during a period of time, each initiation of the voice contact session being marked by an event identifier noting the start of the contact, and each termination of the voice contact session being marked by an event identifier noting the end of the voice contact session, as well as any events occurring during the voice contact session.

4. The method of claim 1, wherein the predetermined business rules comprise at least one event identifier, wherein the method further comprises triggering a recording device upon detection of an event associated with said at least one event identifier in accordance with the predetermine business rules.

5. The method of claim 1, wherein the event identifier is associated with an annotation entered by one or more of the user, the agent, or a supervisor.

6. A computer implemented method for graphically presenting events associated with recorded data exchanged between a user and a call center agent receiving calls via a server, the method comprising:

defining a set of events within a voice contact session associated with recorded data exchanged between the user and the call center agent, each event within the set represented by an event identifier in the form of a time stamp or time code, wherein the set of events comprises events occurring during the voice contact session;

associating each event identifier with a portion of the recorded data exchanged between the user and the call center agent that correspond to the event represented by the event identifier;

displaying the recorded data of the voice contact session to the user in the form of a call timeline for playback, wherein the call timeline comprises an ordered series of event identifiers associated with the voice contact session; and

selecting an event for presentation from the call timeline by selecting the event identifier associated with at least a portion of the recorded data exchanged between the user and the call center agent that corresponds to the event represented by the selected event identifier;

wherein the recorded data is captured according to predetermined business rules.

7. The method of claim 6, farther comprising triggering a recording device based upon application of the predetermined business rules.

8. The method of claim 7, wherein the predetermined business rules comprise an event identifier, whereby an event associated with the event identifier triggers a recording device to record the voice contact.

9. A graphical presentation system for displaying contact center records, the system being configured to graphically present events associated with recorded data representing a voice contact session exchanged between at least one user and a contact center agent, wherein the contact center agent receives the voice contact session via a server, the system comprising:

means for receiving a set of events, wherein the set of events comprises events occurring during the voice contact session, wherein only data that satisfies predetermined business rules is recorded;

means for determining when each event within the set occurs during the voice contact session;

means for associating an event identifier in the form of a time stamp or time code with the portion of the voice contact session where the event occurs;

means for graphically displaying the recorded data representing the voice contact session in the form of a call timeline during playback, the call timeline comprising an event identifier noting the start of the voice contact session and a call termination as well as any events that occurred during the voice contact session, the event identifiers of events being arranged in time order.

10. The system of claim 9, further comprising means for recording the voice contact session based upon application of the predetermined business rules.

11. The system of claim 10, wherein the predetermined business rules comprise an event identifier, whereby an event associated with the event identifier is used to trigger the recording device to begin or end recording.