System and method for analysing communications streams

• US 7,899,180 B2
• Filed: 12/01/2006
• Issued: 03/01/2011
• Est. Priority Date: 01/13/2000
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Systems Incorporated
• Inventors: Blair, Christopher Douglas
• Primary Examiner(s): Tieu; Binh K
• Application Number:
  US11/565,946
• Publication Number:
  US 20070217576A1
• Time in Patent Office: 1,551 Days
• Field of Search: 379/32.01, 379/32.02, 379/265.01, 379/265.02, 379/265.07, 379/265.09, 379/265.11, 379/266.1, 379/74, 379/85, 379/88.26, 379/100.05, 379/67.1
• US Class Current: 379/266.1
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/1058 Shopping and product ordering
• 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

Abstract

Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a first computer application operative to reconstruct progress of a communication through the contact center such that information corresponding to the progress of the communication is presented to a user.

Claims

1. A system for analyzing communications of a contact center, said system comprising:

a recorder for recording voice information associated with a communication and screen content information associated with the communication;

a first computer application operative to reconstruct progress of the communication through the contact center such that information corresponding to the progress of the communication is presented to a user; and

a second computer application operative to construct an integrated real-time data stream comprising the voice information and the screen content information,

wherein the integrated real-time data stream is configured such that screen content information is correlated with the voice information of the communication, and

wherein the first computer application is operative to present the information corresponding to the progress of the communication as a directed graph.

2. The system of claim 1, wherein the first computer application is further operative to access a call flow recording detailing the progress of the communication through the contact center.

3. The system of claim 2, wherein the call flow recording comprises information regarding identification of various stages of the communication.

4. The system of claim 3, wherein the various stages comprise at least one of the following stages:

a customer identification stage, a name determination stage, and an address determination stage.

5. The system of claim 2, wherein the call flow recording is a recording of a real-time data stream.

6. The system of claim 2, wherein the call flow recording comprises information regarding a route along which the communication was directed through the contact center and timing associated with directing of the communication.

7. The system of claim 1, wherein the directed graph comprises at least one of nodes and lines, and the first computer application is operative to alter visual attributes of the directed graph based on attributes of the communication.

8. The system of claim 7, wherein the progress of the communication is inferred from analysis, in real-time or later, of the words and/or prosody spoken during the communication.

9. The system of claim 1, wherein the first computer application is operative to alter visual attributes of the directed graph in real-time based on timing information associated with the communication.

10. The system of claim 1, wherein the first computer application is operative to thicken a line of the directed graph responsive to the communication being directed through that portion of the contact center represented by the line.

11. The system of claim 1, wherein the first computer application is operative to populate the directed graph at speeds adjustable relative to real-time.

12. The system of claim 1, wherein the first computer application is operative to display nodes of the directed graph that are colored to indicate groupings of communications.

13. The system of claim 1, wherein the first computer application is operative to display nodes indicating stages and lines between the nodes indicating a flow of calls from one of the stages to another of the stages.

14. The system of claim 13, wherein the first computer application is operative to alter a thickness of one of the lines such that the thickness is proportional to a number of calls following a path designated by the one of the lines.

15. The system of claim 1, wherein the first computer application is operative to display an unused yet available path using a dashed line.

16. The system of claim 1, wherein the directed graph comprises at least one of nodes and lines, wherein the first computer application is operative to alter a size of a node based on an amount of time spent in a stage associated with that node.

17. The system of claim 1, wherein the progress of the communication is inferred from analysis, in real-time or later, of keystrokes entered at a computer/terminal associated with the communication.

18. The system of claim 1, wherein the progress of the communication is inferred from analysis, in real-time or later, of computer mouse actions.

19. The system of claim 1, wherein the progress of the communication is inferred from analysis, in real-time or later, of network traffic emanating from, or terminating at, any one or more of a number of computers/terminals associated with the communication.

20. The system of claim 19, wherein the network traffic is Internet traffic.

21. The system of claim 1, further comprising:

a second computer application operative to automatically score at least a portion of the communication.

22. The system of claim 1, further comprising:

a second computer application operative to automatically and selectively perform voice recognition analysis on a portion of the voice information.

23. The system of claim 1, wherein:

the first computer application is operative to reconstruct progress of multiple communications through the contact center; and

responsive to a user input designating one of the multiple communications, the first computer application presents information corresponding to that one of the multiple communications to the user.

24. A method for analyzing communications of a contact center, said method comprising:

recording information corresponding to a communication, the information comprising voice information associated with the communication and screen content information associated with the communication;

constructing an integrated real-time data stream comprising the voice information and the screen content information, wherein the integrated real-time data stream is configured such that screen content information is correlated with the voice information of the communication; and

presenting information corresponding to progress of the communication through the contact center to a user with a directed graph via a graphical user interface, such that visual attributes of the directed graph are altered in real-time based on timing information associated with the communication.

25. The method of claim 24, further comprising accessing a call flow recording detailing the progress of the communication through the contact center.

26. The method of claim 25, wherein the call flow recording comprises information regarding identification of various stages of the communication.

27. The method of claim 26, wherein the various stages comprise at least one of the following stages:

a customer identification stage, a name determination stage, and an address determination stage.

28. The method of claim 25, wherein the call flow recording is a recording of a real-time data stream.

29. The method of claim 25, further comprising recording the call flow recording such that the call flow recording comprises information regarding a route along which the communication was directed through the contact center and timing associated with directing of the communication.

30. The method of claim 24, wherein:

the directed graph comprises at least one of nodes and lines;

the method further comprises altering visual attributes of the directed graph based on attributes of the communication.

31. The method of claim 24, further comprising thickening a line of the directed graph responsive to the communication being directed through that portion of the contact center represented by the line.

32. The method of claim 24, further comprising populating the directed graph at speeds adjustable relative to real-time.

33. The method of claim 24, further comprising recording voice information associated with the communication.

34. The method of claim 24, further comprising inferring, in real-time or later, the progress of the communication based at least in part on keystrokes entered at a computer/terminal associated with the communication.

35. The method of claim 24, further comprising inferring, in real-time or later, the progress of the communication based at least in part on computer mouse actions.

36. The method of claim 24, further comprising inferring, in real-time or later, the progress of the communication based at least in part on network traffic emanating from, or terminating at, any one or more of a number of computers/terminals associated with the communication.

37. The method of claim 36, wherein the network traffic is Internet traffic.

38. The method of claim 24, further comprising inferring, in real-time or later, the progress of the communication based at least in part on the words and/or prosody spoken during the communication.

39. The method of claim 24, further comprising automatically scoring at least a portion of the communication.

40. The method of claim 24, further comprising automatically performing voice recognition analysis on a portion of the voice information.

41. The method of claim 24, wherein:

the method further comprises reconstructing progress of multiple communications through the contact center; and

responsive to a user input designating one of the multiple communications, presenting information corresponding to that one of the multiple communications to the user.