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Reviewing portions of telephone call recordings in a contact center using topic meta-data records

  • US 9,936,066 B1
  • Filed: 03/16/2016
  • Issued: 04/03/2018
  • Est. Priority Date: 03/16/2016
  • Status: Active Grant
First Claim
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1. A system for providing information of a call involving an agent of a contact center and a party, the system comprising:

  • a call handler subsystem configured to provide audio of the call on a first call leg;

    a real-time speech analytics (“

    RTSA”

    ) subsystem configured to;

    receive the audio of the call on the first call leg from the call handler subsystem, andgenerate an event message in response to detecting a keyword spoken by the agent in the audio of the call, wherein the event message comprises;

    a topic name of a topic associated with one or more keywords including the keyword detected by the RTSA subsystem during the call,a time indicating when the keyword was detected by the RTSA subsystem during the call, anda call detail record identifier identifying the call; and

    a topic meta-data analysis component comprising a processor configured to;

    generate a record that is stored in a topic meta-data file in response to receiving the event message, wherein the topic meta-data file comprises a plurality of records corresponding to a plurality of calls involving the agent, wherein each of the plurality of records is generated based on receiving a corresponding event message from the RTSA subsystem detecting the one or more keywords associated with the topic from the plurality of calls involving the agent,analyze a subset of the plurality of records including the record, wherein each of the subset of the plurality of records including the record comprises the topic name and an agent identifier corresponding to the agent, andpresent a topic dashboard icon to a user on a display of a computer, wherein the topic dashboard icon comprises text reflecting the topic associated with the one or more keywords detected, and wherein the topic dashboard icon reflects a frequency of occurrence of the topic associated with the one or more keywords detected during the plurality of calls involving the agent.

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