Multiple interaction live monitoring

• US 9,106,736 B1
• Filed: 06/09/2014
• Issued: 08/11/2015
• Est. Priority Date: 04/13/2014
• Status: Active Grant

• Current Assignee: Zoom International A.S.
• Original Assignee: ZOOM International s.r.o
• Inventors: Slovacek, Vaclav
• Primary Examiner(s): Shin, Kyung H
• Application Number:
  US14/299,025
• Time in Patent Office: 428 Days
• Field of Search: 709/224, 379/265, 379/88.17, 705/14.27, 705/304
• US Class Current: 1/1
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Claims

1. A system for multiple simultaneous interaction live monitoring, comprising:

an interaction manager computer comprising a first set of programming instructions stored in a memory and operable via a processor of the interaction manager computer, the interaction manager computer connected to a network via a network interface, the first set of programming instructions operable to;

receive a plurality of interactions and a plurality of interaction details for each received interaction from a contact center, the interaction details comprising at least a plurality of information descriptive of the content of an interaction;

a recording management server computer comprising a second set of programming instructions stored in a memory and operable via a processor of the recording management server computer to capture live audio or video from interactions for live monitoring, the recording management server computer connected to a network via a network interface, the second set of programming instructions operable to;

capture a plurality of interactions received from the interaction manager computer and associate them with their relevant interaction details; and

an administration interface computer comprising a third set of programming instructions stored in a memory and operable via a processor of the administration interface computer, the administration interface connected to a network via a network interface, the third set of programming instructions operable to;

receive at least two interactions and their associated interaction details from the recording management server computer via a network; and

presenting the at least two interactions with their associated interaction details simultaneously in a multiple interaction display for live monitoring by a human user.

2. The system of claim 1, further wherein the administration interface computer receives input from the human user and updates displayed interaction details based at least in part on the input information received from the user.

3. The system of claim 1, further comprising an automated call distributor computer comprising a fourth set of programming instructions stored in a memory and operable via a processor of the automated call distributor computer, the automated call distributor computer connected to a network via a network interface, the fourth set of programming instructions operable to provides interactions to the interaction manager computer;

wherein the automated call distributor computer routes interactions to contact center agents.

4. The system of claim 1, further comprising an interactive voice response computer, wherein the interactive voice response computer receives a customer interaction via a network and provides the interaction to the interaction manager computer.

5. The system of claim 4, further wherein the interactive voice response computer collects interaction details from the customer and provides the details to the interaction manager computer.

6. The system of claim 5, further wherein the interaction manager computer provides the interaction details to the recording management server computer.

7. The system of claim 6, further wherein the recording management server computer provides the interaction details to the administration interface computer for presentation within the multiple interaction display.

8. The system of claim 5, wherein interaction details are further collected from public information storage.

9. The system of claim 8, wherein the public information storage comprises at least a social network.

10. The system of claim 5, wherein interaction details are further collected from private information storage.

11. The system of claim 10, wherein the private information storage comprises at least a customer service management system.

12. A method for multiple interaction live monitoring, comprising the steps of:

receiving, at an interaction manager stored and operating on a network-connected computer, a first interaction and a plurality of interaction details for the first interaction, the interaction details for the first interaction comprising at least a plurality of information descriptive of the content of the first interaction;

monitoring, via a recording management server stored and operating on a network-connected computer, the first interaction;

associating the first interaction with the plurality of interaction details for the first interaction;

receiving, at the interaction manager, a second interaction and a plurality of interaction details for the second interaction, the interaction details for the second interaction comprising at least a plurality of information descriptive of the content of the second interaction;

monitoring, via the recording management server, the second interaction;

associating the second interaction with the plurality of interaction details for the second interaction;

displaying, via an administration interface stored and operating on a network-connected computer, at least the second interaction and its associated interaction details recording in a multiple interaction display with the first interaction and its associated interaction details; and

storing the first interaction along with the plurality of interaction details for the first interaction and the second interaction along with the plurality of interaction details for the second interaction by a recording management server computer for future reference.