System and method for analysing communications streams
First Claim
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1. A system for analyzing communications of a contact center, said system comprising:
- a graphical user interface operative to display information corresponding to recorded information associated with a communication of the contact center, the graphical user interface being configured to display the information such that different portions of the communication are visually distinguished from each other, wherein the recorded information comprises real-time or near real-time information relating to the progress of the communication and wherein the progress of the communication is implicitly determined in real-time or near real-time with the communication from a source relating to the communication.
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Abstract
Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a graphical user interface operative to display information corresponding to a communication of the contact center, the graphical user interface being configured to display the information such that different portions of the communication are visually distinguished from each other.
250 Citations
37 Claims
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1. A system for analyzing communications of a contact center, said system comprising:
a graphical user interface operative to display information corresponding to recorded information associated with a communication of the contact center, the graphical user interface being configured to display the information such that different portions of the communication are visually distinguished from each other, wherein the recorded information comprises real-time or near real-time information relating to the progress of the communication and wherein the progress of the communication is implicitly determined in real-time or near real-time with the communication from a source relating to the communication. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method for analyzing communications of a contact center, said method comprising:
displaying information corresponding to recorded information associated with a communication of the contact center such that different portions of the communication are visually distinguished from each other, wherein the recorded information comprises real-time or near real-time information relating to the progress of the communication and wherein the progress of the communication is implicitly determined in real-time or near real-time with the communication from a source relating to the communication. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37)
Specification