Utilizing spare processing capacity to analyze a call center interaction
DCFirst 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
45 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 method for utilizing spare processing capacity to analyze a call center interaction, comprising:
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receiving a voice interaction associated with a call center at a switch, the voice interaction comprising at least incoming voice data and outgoing voice data;
communicating the incoming voice data and outgoing voice data to a device within the call center having a processor, the device performing one or monitoring, compressing or recording of the incoming voice data or outgoing voice data;
using spare processing capacity within the device to analyze at least one of the incoming voice data or the outgoing voice data to determine the occurrence of a predetermined parameter occurring during the voice interaction; and
storing the results from the analysis of the voice interaction. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34)
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35. A call center interaction analysis system using spare processing capacity to analyze voice interactions, comprising:
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a monitor device operable to acquire voice interactions passing through a switch; and
an analysis engine operable over a network connection to receive voice interactions from the monitoring device and to operably utilize one or more call center network devices to analyze voice communication content associated with the voice interactions, the analysis module being operable to identify at least one predetermined parameter by analyzing voice communication content of at least one monitored signal taken from the voice interactions;
wherein the analysis module identifies an occurrence of said at least one predetermined parameter in at least one of the voice interactions. - View Dependent Claims (36, 37, 38, 39, 40, 41, 42, 43, 44, 45)
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Specification