System and method for recording voice and the data entered by a call center agent and retrieval of these communication streams for analysis or correction

• US 8,189,763 B2
• Filed: 12/02/2008
• Issued: 05/29/2012
• Est. Priority Date: 01/13/2000
• Status: Expired due to Fees

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Blair, Christopher Douglas
• Primary Examiner(s): Tieu, Binh
• Application Number:
  US12/326,205
• Publication Number:
  US 20090141885A1
• Time in Patent Office: 1,274 Days
• Field of Search: 379/32.01, 379/32.02, 379/32.04, 379/32.05, 379/265.03, 379/265.06, 379/265.07, 379/265.08, 379/265.14, 379/261, 379/262, 379/266.1, 715/230, 715/233, 700/17, 704/200, 704/270, 704/270.1
• US Class Current: 379/266.1
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/301 Management of recordings
• 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
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Communications systems are provided, a representative one of which incorporates: a recorder operative to record information associated with a communication; and a first computer application operative to provide a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the communication via the graphical user interface, information corresponding to that portion of the communication and recorded by the recorder is presented to the user, the first computer application being further operative to construct an integrated data stream comprising at least some of the information recorded.

Claims

1. A communications system comprising:

a recorder operative to record information associated with a communication;

a first computer application operative to provide a graphical user interface configured to present an integrated view of a portion of the communication recorded by the recorder, the first computer application being further operative to construct an integrated data stream comprising voice information and state information corresponding to events that occurred during the communication;

wherein the voice information and state information forming the integrated data stream are presented in the graphical user interface as the integrated view containing a first visualization of the portion of the communication and a second visualization of at least one event that occurred during the communication, the second visualization overlaying on the first visualization.

2. The system of claim 1, wherein the state information represents one of:

screen content corresponding to information displayed on a display screen of a workstation associated with the communication; and

input/output information corresponding to a workstation associated with the communication.

3. The system of claim 2, wherein the input/output information comprises at least one of:

keystrokes entered at the workstation;

computer mouse actions entered at the workstation; and

network traffic emanating from, or terminating at, the workstation.

4. The system of claim 1, wherein the integrated data stream is an integrated real-time data stream, and wherein the integrated real-time data stream is configured to enable the communication to be reconstructed such that the information corresponding to the events is correlated with the voice information of the communication.

5. The system of claim 1, wherein the integrated real-time data stream is configured to enable a replay of the communication to be reconstructed such that the information corresponding to the events is presented with the voice information, the replay being responsive to a user designation of a portion of the communication.

6. The system of claim 1, further comprising:

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

7. The system of claim 1, wherein at least a portion of the information recorded is voice information corresponding to the communication, and the system further comprises a second computer application operative to automatically and selectively perform voice recognition analysis on at least a portion of the voice information.

8. The system of claim 1, wherein the graphical user interface is further operative to display the second visualization as graphical indications of events occurring during the communication.

9. The system of claim 8, wherein at least some of the graphical indications are inferred from analysis, in real-time or later, of keystrokes entered at a computer/terminal associated with the communication.

10. The system of claim 8, wherein the graphical indications are icons overlaying the portion of the communication being displayed as the first visualization.

11. The system of claim 10, wherein the icons are responsive to user input to display further information.

12. The system of claim 1, wherein the at least one event is inferred from analysis, in real-time or later, of computer mouse actions.

13. The system of claim 1, wherein the at least one event 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.

14. The system of claim 1, wherein that at least one event is inferred from analysis, in real-time or later, of words and/or prosody spoken during the communication.

15. The system of claim 1, wherein the recorder and the first computer application are implemented in a call center.

16. A method for analyzing communication streams, the method comprising:

recording information associated with a communication;

providing a graphical user interface configured to present an integrated view of a portion of the communication recorded by the recorder;

constructing an integrated data stream comprising voice information and state information corresponding to events that occurred during the communication; and

presenting, in the graphical user interface from the integrated data stream, an integrated view containing a first visualization of the portion of the communication and a second visualization of at least one event that occurred during the communication, the second visualization overlaying on the first visualization.

17. The system of claim 16, wherein the communication corresponds to an interaction involving an agent of the call center.