Enhanced quality monitoring

• US 9,479,642 B2
• Filed: 05/23/2014
• Issued: 10/25/2016
• Est. Priority Date: 01/26/2012
• Status: Active Grant

• Current Assignee: Zoom International A.S.
• Original Assignee: ZOOM International s.r.o
• Inventors: Slovacek, Vaclav
• Primary Examiner(s): Elahee, MD S
• Application Number:
  US14/286,416
• Publication Number:
  US 20140254787A1
• Time in Patent Office: 886 Days
• Field of Search: 379/67.1, 379 8801- 8803, 379/92.01, 379/93.18, 379/93.34, 379/406.03, 379/907, 37926501-2661, 379/88.08, 370/259, 704/200, 704/235
• US Class Current: 1/1
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/303 Marking
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

Claims

1. A system for enhanced quality monitoring, comprising:

a call record server operating on a network-connected computing device;

a quality monitoring analysis server operating on a network-connected computing device;

a quality monitoring database operating on a network-connected computing device; and

a call monitoring software module operating on a monitoring station network-connected computing device comprising at least a video screen and an audio output device;

wherein the call record server records an audio call and provides a resulting call recording to the quality monitoring analysis server;

wherein the quality monitoring analysis server analyzes the call recording, the analysis comprising at least the steps of;

automatically detecting a plurality of call stages and tagging the call recording accordingly;

measuring a plurality of audio attributes of each of the plurality of call stages and tagging each corresponding portion of the call recording with the plurality of measured audio attributes, the plurality of measured audio attributes including at least vocal intensity and pace of speech; and

automatically identifying, using the plurality of measured audio attributes, a portion of the call recording that requires particular attention by a human monitor;

wherein the quality monitoring database stores results of the analysis and the call recording;

wherein the quality monitoring analysis server determines that a specific call recording requires human monitoring and thereupon sends the call recording and its associated analysis results to the call monitoring software module for review by a human user; and

wherein the call recording and associated analysis are presented by the call monitoring software via the video screen of the monitoring station visually, the visual presentation comprising at least a visual representation of the audio waveform of the call recording, an indicia of a transition from a first call stage to a second call stage, and an indicia of a call stage that requires particular attention from the human monitor.

2. A method for enhancing quality monitoring, comprising the steps of:

(a) obtaining a call recording, using a call record server operating on a network-connected computing device;

(b) analyzing the call recording, using a quality monitoring analysis server operating on a network-connected computing device, the analyzing comprising the substeps of;

automatically detecting a plurality of call stages and tagging the call recording accordingly;

measuring a plurality of audio attributes of each of the plurality of call stages and tagging each corresponding stage of the call recording with the plurality of measured audio attributes, the measured audio attributes including at least vocal intensity and pace of speech; and

automatically identifying, using the plurality of measured audio attributes, a portion of the call recording that requires particular attention by a human monitor;

(c) storing results of the analysis in a quality monitoring database operating on a network-connected computing device; and

(d) presenting the results of the analysis and the call recording to a human monitor user using call monitoring software stored and operating on a network-connected monitoring station computing device comprising at least a video screen and an audio output device, the visual presentation comprising at least a visual representation of the audio waveform of the call recording, an indicia of a transition from a first call stage to a second call stage, and an indicia of a call stage that requires particular attention from the human monitor.