Voice interaction analysis module
First Claim
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1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:
- a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;
a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;
a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;
a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;
a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and
a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system.
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Abstract
A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified parameter, a device for identifying the traffic stream associated with the identified parameter, a device for analyzing the recorded data relating to the occurrence, and a device, responsive to the analysis of the recorded data, for controlling the handling of communications traffic within the apparatus.
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Citations
39 Claims
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1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:
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a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;
a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;
a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;
a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;
a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and
a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A system for monitoring and analyzing two-way voice communications passing through a call center, the system comprising:
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a recorder operable to acquire two-way conversation voice traffic, the two-way conversation voice traffic occurring during a call center voice interaction;
an analysis module, the analysis module being configured to analyze the voice traffic for parameters within the two-way conversation voice traffic using one or more analysis algorithms, the analysis module outputting any patterns, trends, or anomalies. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38)
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39. A system for monitoring and analyzing two-way voice communications passing through a call center, the system comprising:
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a recorder operable acquire two-way conversation voice traffic, the two-way conversation voice traffic occurring during a call center voice interaction;
an analysis module, the analysis module being configured to analyze the two-way conversation voice traffic using one or more speech analysis algorithms and to produce exchange data based upon the two-way conversation voice traffic;
wherein the analysis module is further configured to analyze the exchange data for parameters within the two-way conversation voice traffic using one or more data analysis algorithms and to output any patterns, trends, or anomalies.
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Specification