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Method and system determining the complexity of a telephonic communication received by a contact center

DC
  • US 8,023,639 B2
  • Filed: 03/28/2008
  • Issued: 09/20/2011
  • Est. Priority Date: 03/30/2007
  • Status: Active Grant
First Claim
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1. A non-transitory computer program for determining the complexity of a telephonic communication received by a contact center, the computer program being embodied on a computer readable storage medium adapted to control a computer and comprising:

  • a code segment for receiving an input transmission of a predetermined call rule;

    a code segment for receiving a telephonic communication;

    a code segment for determining call attributes associated with the telephonic communication;

    a code segment for comparing the call rule to the call attributes of the telephonic communication; and

    a code segment for generating output data indicative of the complexity of the telephonic communication and, a code segment for generating a graphical user interface for viewing the telephonic communication on display, the graphical user interface being configured to display a time-based being representation of the telephonic communication, the time-based representation including graphical representation of the call attributes associated with the telephonic communication;

    wherein the time-based representation of the telephonic communication includes a graphical representation of the progress of the audio file being played.

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