Method and system determining the complexity of a telephonic communication received by a contact center
DCFirst Claim
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.
5 Assignments
Litigations
1 Petition
Accused Products
Abstract
A method of determining the complexity of a telephonic communication received by a contact center is provided. The method comprises the step of establishing a call rule based on one or more of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold. A recorded telephonic communication is received and call attributes associated with the telephonic communication are determined. The call attributes include one or more of the following: call duration data, non-interaction data, distress event data, third party dialog data and call transfer data. The established call rule is compared to the call attributes of the telephonic communication, and data indicative of the complexity of the telephonic communication is generated.
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Citations
15 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A non-transitory computer program for determining the complexity of telephonic communication call types received by a contact center, the computer program being embodied on a computer readable storage medium adapted to control a computer and comprising:
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a code segment for receiving an input transmission of a predetermined call rule, the call rule comprising at least one of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold; a code segment for receiving a plurality of recorded telephonic communications; a code segment for categorizing each of the plurality of recorded telephonic communications into one of a plurality of call sets; a code segment for determining call attributes associated with the respective recorded telephonic communications categorized in at least one of the plurality of call sets, the call attributes comprising at least one of call duration data, non-interaction data, distress event data, third party dialog data and call transfer data; a code segment for comparing the predetermined call rule to the call attributes associated with the recorded telephonic communications categorized in at least one of the plurality of call sets; a code segment for generating output data indicative of the complexity of the call type; a code segment for transmitting the output data; and
, a code segment for generating a graphical user interface for viewing on a display at least one of the telephonic communications categorized in at least one of the plurality of call sets, the graphical user interface being configured to display a time-based representation of the recorded telephonic communications, the time-based representation including graphical representations of the call attributes associated with the at least one recorded telephonic communications;
wherein the time-based representation of the at least one telephonic communication includes a graphical representation of the progress of the audio file being played. - View Dependent Claims (8, 9, 10, 11)
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12. A method of determining the complexity of a telephonic communication received by a contact center, the method comprising:
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establishing a call rule based on at least one of a call duration threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold; receiving a recorded telephonic communication; determining call attributes associated with the telephonic communication comprising at least one of call duration data, distress event data, third party dialog data and call transfer data; comparing the established call rule to the call attributes of the telephonic communication; generating data from the comparison indicative of the complexity of the telephonic communication; and 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 representation of the telephonic communication, the time-based representation including graphical representations 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. - View Dependent Claims (13, 14, 15)
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Specification