Method and system for selecting and navigating to call examples for playback or analysis
First Claim
1. A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to search for a recorded telephone communication, the plurality of instructions comprising:
- instructions, that when executed, analyze one or more telephone communications, wherein the analysis comprises applying a linguistic-based psychological behavioral model to the telephone communications to reveal a personality type of a human speaker by analyzing behavior characteristics of the human speaker based on the one or more communications with an agent;
instructions, that when executed, assign assessment data regarding the agent to said one or more telephone communications;
instructions, that when executed, search said assessment data of said one or more telephone communications for at least one search criterion;
instructions, that when executed, identify at least one telephone communication having assessment data matching said at least one search criterion; and
instructions, that when executed, display a representation of said at least one identified telephone communication matching said at least one search criterion.
5 Assignments
0 Petitions
Accused Products
Abstract
A method for searching for one or more recorded telephone communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more telephone communications is analyzed and assessment data is assigned thereto. The assessment data of the telephone communications is searched for at least one search criterion, and at least one telephone communication having assessment data matching the search criterion is identified. A representation of the matching telephone communication is then displayed.
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Citations
20 Claims
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1. A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to search for a recorded telephone communication, the plurality of instructions comprising:
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instructions, that when executed, analyze one or more telephone communications, wherein the analysis comprises applying a linguistic-based psychological behavioral model to the telephone communications to reveal a personality type of a human speaker by analyzing behavior characteristics of the human speaker based on the one or more communications with an agent; instructions, that when executed, assign assessment data regarding the agent to said one or more telephone communications; instructions, that when executed, search said assessment data of said one or more telephone communications for at least one search criterion; instructions, that when executed, identify at least one telephone communication having assessment data matching said at least one search criterion; and instructions, that when executed, display a representation of said at least one identified telephone communication matching said at least one search criterion. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method of searching one or more recorded telephone communications which comprises:
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analyzing one or more telephone communications, wherein the analyzing comprises applying a linguistic-based psychological behavioral model to the telephone communications to reveal a personality type of a human speaker by analyzing behavior characteristics of the human speaker based on the one or more communications with an agent; assigning assessment data regarding the agent to said one or more telephone communications; searching said assessment data of said one or more telephone communications for at least one search criterion; identifying at least one telephone communication having assessment data matching said at least one search criterion; and displaying a representation of said at least one identified telephone communication matching said at least one search criterion. - View Dependent Claims (18)
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19. A system configured to search one or more recorded telephone communications, comprising:
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a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored therein that are accessible to, and executable by, the processor, wherein the plurality of instructions comprises; instructions, that when executed, analyze one or more telephone communications, wherein the analysis comprises applying a linguistic-based psychological behavioral model to the telephone communications to reveal a personality type of a human speaker by analyzing behavior characteristics of the human speaker based on one or more communications with an agent; instructions, that when executed, assign assessment data regarding the agent to said one or more telephone communications; instructions, that when executed, search said assessment data of said one or more telephone communications for at least one search criterion; instructions, that when executed, identify at least one telephone communication having assessment data matching said at least one search criterion; and instructions, that when executed, display a representation of said at least one identified telephone communication matching said at least one search criterion. - View Dependent Claims (20)
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Specification