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

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Haggerty, Christopher S., Koster, Karl H.
• Primary Examiner(s): Belousov, Andrey
• Assistant Examiner(s): Jiang, Haimei
• Application Number:
  US13/944,954
• Time in Patent Office: 1,657 Days
• Field of Search: None
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: G10L 2015/221 Announcement of recognition results
• CPC Class Codes: H04M 11/00 Telephonic communication systems specially adapted for combination with other electrical systems
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/404 Collaboration among agents
• 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

Abstract

Various embodiments of the invention provide a tool for reviewing the content of communications conducted between parties. A communication is analyzed between a first and second party to determine the words present. A set of keywords are developed that represent a subset of the words determined to be present in the communication. Occurrences of the keywords in the communication are mapped to times at which they occur. An interface is provided to a user that displays a representation of the communication comprising an identifier, such as an icon, representing a particular occurrence of a keyword with respect to a timeline. The user can search, locate and review a corresponding portion of audio containing the occurrence of the keyword. This may involve playing the corresponding portion of the audio containing the occurrence of the keyword and/or displaying the corresponding portion of a transcript of the audio portion.

Claims

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.

2. The method of claim 1 further comprising the step of:

displaying an annotation icon on the GUI at a location along the timeline proximate to a particular time associated with the audio communication so that a selection of the annotation icon causes a third popup window providing an annotation provided by a user viewing the GUI that corresponds to the particular time associated with the audio communication to be displayed on the computer monitor.

3. The method of claim 1, wherein the audio communication is a telephone call and the method further comprises the step of:

displaying an event icon on the GUI at a location along the timeline proximate to a time when a call handling action occurred during the audio communication comprising one of the audio communication being answered, the audio communication being placed on hold, the audio communication being retrieved from hold, the audio communication being transferred, and the audio communication being disconnected so that a selection of the event icon causes information on the call handling action to be displayed on the GUI.

11. The method of claim 1 further comprising:

performing speech analytics on the audio communication to construct an index of words, the index of words comprising a list of recognized words spoken in the audio communication by at least one of the first party and the second party;

identifying an index of redacted words by removing exclusionary words from the index of words, each of the exclusionary words being a word identified as providing marginal value with respect to reviewing content of the audio communication; and

constructing the set of keywords, the set of keywords comprising each word from the index of redacted words having a frequency of occurrence in the audio communication over a threshold value.

4. A non-transitory, computer-readable storage medium comprising computer-executable instructions configured to cause at least one computer processor to:

generate 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

display 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;

display 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;

display 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;

search 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

display 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.

5. The non-transitory, computer-readable storage medium of claim 4, wherein the computer-executable instructions are configured to cause the at least one computer processor to:

display an annotation icon on the GUI at a location along the timeline proximate to a particular time associated with the audio communication so that a selection of the annotation icon causes a third popup window providing an annotation provided by a user viewing the GUI that corresponds to the particular time associated with the audio communication to be displayed on the computer monitor.

6. The non-transitory, computer-readable storage medium of claim 4, wherein the audio communication is a telephone call and the computer-executable instructions are configured to cause the at least one computer processor to:

display an event icon on the GUI at a location along the timeline proximate to a time when a call handling action occurred during the audio communication comprising one of the audio communication being answered, the audio communication being placed on hold, the audio communication being retrieved from hold, the audio communication being transferred, and the audio communication being disconnected so that a selection of the event icon causes information on the call handling action to be displayed on the GUI.

12. The non-transitory, computer-readable storage medium of claim 4, wherein the computer-executable instructions are configured to cause the at least one computer processor to:

perform speech analytics on the audio communication to construct an index of words, the index of words comprising a list of recognized words spoken in the audio communication by at least one of the first party and the second party;

identify an index of redacted words by removing exclusionary words from the index of words, each of the exclusionary words being a word identified as providing marginal value with respect to reviewing content of the audio communication; and

construct the set of keywords, the set of keywords comprising each word from the index of redacted words having a frequency of occurrence in the audio communication over a threshold value.

7. A system comprising at least one computer processor configured to:

generate 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

display 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,

display 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;

display 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;

search 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

display 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.

8. The system of claim 7, wherein the at least one computer processor is configured to:

display an annotation icon on the GUI at a location along the timeline proximate to a particular time associated with the audio communication so that a selection of the annotation icon causes a third popup window providing an annotation provided by a user viewing the GUI that corresponds to the particular time associated with the audio communication to be displayed on the computer monitor.

9. The system of claim 7, wherein the at least one computer processor is configured to:

display 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.

10. The system of claim 7, wherein the audio communication is a telephone call and the at least one computer processor is configured to:

display an event icon on the GUI at a location along the timeline proximate to a time when a call handling action occurred during the audio communication comprising one of the audio communication being answered, the audio communication being placed on hold, the audio communication being retrieved from hold, the audio communication being transferred, and the audio communication being disconnected so that a selection of the event icon causes information on the call handling action to be displayed on the GUI.

13. The system of claim 7, wherein the at least one computer processor is configured to:

perform speech analytics on the audio communication to construct an index of words, the index of words comprising a list of recognized words spoken in the audio communication by at least one of the first party and the second party;

identify an index of redacted words by removing exclusionary words from the index of words, each of the exclusionary words being a word identified as providing marginal value with respect to reviewing content of the audio communication; and

construct the set of keywords, the set of keywords comprising each word from the index of redacted words having a frequency of occurrence in the audio communication over a threshold value.

14. 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

generating a plurality of sets of keyword icons, wherein each set of keyword icons comprises a text-based icon and an audio-based icon representing an occurrence of a keyword in the audio communication and the text-based icon and the audio-based icon are to be 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;

generating an information resource icon representing an information resource accessed by the first party during the audio communication, wherein the information resource icon is to be displayed on the GUI at a location along the timeline proximate to a time the first party accessed the information resource during the audio communication so that a selection of the information resource icon causes a retrieval of the information resource to be displayed on the GUI;

generating at least one of;

an annotation icon representing an annotation provided by a user viewing the GUI, wherein the annotation icon is to be displayed on the GUI at a location along the timeline proximate to a particular time associated with the audio communication so that a selection of the annotation icon causes a second popup window providing the annotation to be displayed on the computer monitor; and

an event icon representing an event performed by at least one of the first party and the second party during the audio communication, wherein the event icon is to be displayed on the GUI at a location along the timeline proximate to a time when at least one of the first party and the second party performed the action during the audio communication so that a selection of the event icon causes information on the action to be displayed on the GUI;

providing a menu on the GUI, wherein a second user of the GUI indicates on the menu whether the at least one of the annotation icon, the information resource icon, and the event icon is to be displayed on the GUI;

displaying the plurality of sets of keyword icons and the at least one of the annotation icon, the information resource icon, and the event icon on the GUI based on what the second user has indicated on the menu;

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

upon the entry of the keyphrase and the selection of at least one of the first party and the second party by the second user;

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 third 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.

15. A non-transitory, computer-readable storage medium comprising computer-executable instructions configured to cause at least one computer processor to:

provide 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

generate a plurality of sets of keyword icons, wherein each set of keyword icons comprises a text-based icon and an audio-based icon representing an occurrence of a keyword in the audio communication and the text-based icon and the audio-based icon are to be 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;

generate an information resource icon representing an information resource accessed by the first party during the audio communication, wherein the information resource icon is to be displayed on the GUI at a location along the timeline proximate to a time the first party accessed the information resource during the audio communication so that a selection of the information resource icon causes a retrieval of the information resource to be displayed on the GUI;

generate at least one of;

an annotation icon representing an annotation provided by a user viewing the GUI, wherein the annotation icon is to be displayed on the GUI at a location along the timeline proximate to a particular time associated with the audio communication so that a selection of the annotation icon causes a second popup window providing the annotation to be displayed on the computer monitor; and

an event icon representing an event performed by at least one of the first party and the second party during the audio communication, wherein the event icon is to be displayed on the GUI at a location along the timeline proximate to a time when at least one of the first party and the second party performed the action during the audio communication so that a selection of the event icon causes information on the action to be displayed on the GUI;

provide a menu on the GUI, wherein a second user of the GUI indicates on the menu whether the at least one of the annotation icon, the information resource icon, and the event icon is to be displayed on the GUI;

display the plurality of sets of keyword icons and the at least one of the annotation icon, the information resource icon, and the event icon on the GUI based on what the second user has indicated on the menu;

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

upon the entry of the keyphrase and the selection of at least one of the first party and the second party by the second user;

search 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

display 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 third 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.

16. A system comprising at least one computer processor configured to:

provide 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

generate a plurality of sets of keyword icons, wherein each set of keyword icons comprises a text-based icon and an audio-based icon representing an occurrence of a keyword in the audio communication and the text-based icon and the audio-based icon are to be 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;

generate an information resource icon representing an information resource accessed by the first party during the audio communication, wherein the information resource icon is to be displayed on the GUI at a location along the timeline proximate to a time the first party accessed the information resource during the audio communication so that a selection of the information resource icon causes a retrieval of the information resource to be displayed on the GUI;

generate at least one of;

an annotation icon representing an annotation provided by a user viewing the GUI, wherein the annotation icon is to be displayed on the GUI at a location along the timeline proximate to a particular time associated with the audio communication so that a selection of the annotation icon causes a second popup window providing the annotation to be displayed on the computer monitor; and

an event icon representing an event performed by at least one of the first party and the second party during the audio communication, wherein the event icon is to be displayed on the GUI at a location along the timeline proximate to a time when at least one of the first party and the second party performed the action during the audio communication so that a selection of the event icon causes information on the action to be displayed on the GUI;

provide a menu on the GUI, wherein a second user of the GUI indicates on the menu whether the at least one of each of the annotation icon, the information resource icon, and the event icon is to be displayed on the GUI;

display the plurality of sets of keyword icons and the at least one of each of the annotation icon, the information resource icon, and the event icon on the GUI based on what the second user has indicated on the menu;

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

upon the entry of the keyphrase and the selection of at least one of the first party and the second party by the second user;

search 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

display 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 third 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.