Contact center replay

• US 9,531,876 B2
• Filed: 05/06/2014
• Issued: 12/27/2016
• Est. Priority Date: 05/06/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Thomson, Rodney A.
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US14/270,550
• Publication Number:
  US 20150326722A1
• Time in Patent Office: 966 Days
• Field of Search: 379/265.07
• US Class Current: 1/1
• CPC Class Codes: H04M 1/651 with speech synthesis
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/552 Call annotations
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/20 with means for interrupting existing connections; with means for breaking-in on conversations
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/0042 where the data service is a text-based messaging service H04M7/0054 takes precedence

Abstract

Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor'"'"'s contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken.

Claims

1. A method, comprising:

accessing a communication on an electronic communication medium, between an agent of a contact center, a supervisor of the contact center, and a customer external to the contact center;

wherein the communication further comprises a first portion provided by the customer for reception by the agent and the supervisor;

wherein the communication further comprises a second portion provided by the agent for reception by the supervisor and the customer;

wherein the communication further comprises a third portion provided by the supervisor for reception by the agent;

recording the communication, including the first, second, and third portions thereof, and wherein the first portion, second portion, and third portion comprise voice communication;

transcribing at least the third portion; and

wherein the step of recording, comprises saving the transcription.

2. The method of claim 1, wherein the third channel further comprises a textual communication.

3. The method of claim 1, wherein the step of recording further comprises:

identifying the supervisor; and

the step of recording, further comprising storing the third portion associated with at least the identity of the supervisor.

4. The method of claim 1, further comprising:

capturing a timestamp of the third portion; and

the step of recording, further comprising storing the third portion associated with at least the timestamp.

5. The method of claim 1, further comprising:

presenting the third portion on a display viewable by the agent;

capturing an image of the display; and

wherein the step of recording, further comprises, storing the captured image.

6. The method of claim 1, wherein at least one of the first portion, second portion, and third portion comprise an image.

7. The method of claim 6, wherein the image comprises a captured image of the agent'"'"'s desktop.

8. A system, comprising:

a network interface;

a processor;

a database; and

wherein the network interface facilitates, at least a portion of, a communication between an agent of a contact center, a supervisor of the contact center, and a customer external to the contact center;

wherein the communication further comprises a first portion provided by the customer for reception by the agent and the supervisor;

wherein the communication further comprises a second portion provided by the agent for reception by the supervisor and the customer;

wherein the communication further comprises a third portion provided by the supervisor for reception by the agent;

wherein the processor causes the database to record the communication, including the first, second, and third portions thereof, and wherein the first portion, second portion, and third portion comprise voice communications;

wherein the processor transcribes at least the third portion; and

wherein the step of recording, comprises saving the transcription.

9. The system of claim 8, wherein the third channel comprises a textural communication.

10. The system of claim 8, further comprising:

the processor is further operable to identifying the supervisor; and

the database is further operable to store the third portion associated with at least the identity of the supervisor.

11. The system of claim 8, wherein:

the processor is further operable to capture a timestamp of the third portion; and

the database is further operable to store the third portion associated with at least the timestamp.

12. The system of claim 8, further comprising:

a display logically attached to the network interface;

the processor being further operable to cause the third portion on a display to be presented on the display, capturing an image of the display; and

wherein the database is further operable to store the captured image.

13. The system of claim 8, wherein at least one of the first portion, second portion, and third portion comprise a video.

14. The system of claim 8, wherein at least one of the first portion, second portion, and third portion comprise an image.

15. A system, comprising:

means for accessing a communication on an electronic communication medium, between an agent of a contact center, a supervisor of the contact center, and a customer external to the contact center;

wherein the communication further comprises a first portion provided by the customer for reception by the agent and the supervisor;

wherein the communication further comprises a second portion provided by the agent for reception by the supervisor and the customer;

wherein the communication further comprises a third portion provided by the supervisor for reception by the agent;

means for recording the communication, including the first, second, and third portions thereof, and wherein the first portion, second portion, and third portion comprise voice communications;

means for transcribing at least the third portions; and

wherein the means of recording, further comprise means for saving the transcription.

16. The system of claim 15, wherein the third channel further comprises a textual communication.

17. The system of claim 15, further comprising:

means for identifying the supervisor; and

the means for recording, further comprise, means for storing the third portion associated with at least the identity of the supervisor.

18. The system of claim 15, further comprising:

means for presenting the third portion on a display viewable by the agent;

means for capturing an image of the display; and

wherein the means for recording, further comprise, means for storing the captured image.

19. The system of claim 15, wherein at least one of the first portion, second portion, and third portion comprise an image.

20. The method of claim 19, wherein the image comprises a captured image of the agent'"'"'s desktop.