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Multi-component viewing tool for contact center agents

  • US 9,880,807 B1
  • Filed: 07/18/2013
  • Issued: 01/30/2018
  • Est. Priority Date: 03/08/2013
  • Status: Active Grant
First Claim
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1. A method comprising the steps of:

  • providing a graphical user interface (“

    GUI”

    ) for display on a computer monitor, the GUI comprising a representation of an audio communication between a first party and a second party and a timeline displayed along the representation of the audio communication, wherein the timeline represents a passage of time that occurred during the audio communication between the first party and the second party; and

    displaying a plurality of sets of icons on the GUI for a set of keywords in conjunction with the timeline, wherein each set of icons comprises a text-based icon and an audio-based icon representing an occurrence of a keyword in the audio communication displayed on the GUI at one or more locations along the timeline proximate to a time of the occurrence of the keyword in the audio communication so that a selection of the text-based icon causes a popup window providing a portion of a transcript of the audio communication containing the occurrence of the keyword to be displayed on the computer monitor and a selection of the audio-based icon causes a portion of the audio communication containing the occurrence of the keyword to be played;

    displaying an information resource icon on the GUI at a location along the timeline proximate to a time when the first party retrieved an information resource during the audio communication to a workstation being used by the first party so that a selection of the information resource icon causes a retrieval of the information resource to be displayed on the GUI;

    displaying a section on the GUI that allows entry of a keyphrase comprising a combination of words and at least one indicator that allows selection of at least one of the first party and the second party; and

    upon the entry of the keyphrase and the selection of at least one of the first party and the second party on the GUI;

    searching the audio communication for at least one of the first party and the second party for an occurrence of the keyphrase based on the selection of at least one of the first party and the second party; and

    displaying a set of keyphrase icons on the GUI in conjunction with the timeline, wherein the set of keyphrase icons comprises a text-based keyphrase icon and an audio-based keyphrase icon representing the occurrence of the keyphrase in the audio communication displayed on the GUI at a location along the timeline proximate to a time of the occurrence of the keyphrase in the audio communication so that a selection of the text-based keyphrase icon causes a second popup window providing a portion of the transcript of the audio communication containing the occurrence of the keyphrase to be displayed on the computer monitor and a selection of the audio-based keyphrase icon causes a portion of the audio communication containing the occurrence of the keyphrase to be played.

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