Method and system for presenting events associated with recorded data exchanged between a server and a user

  • US 7,424,718 B2
  • Filed: 03/23/2006
  • Issued: 09/09/2008
  • Est. Priority Date: 01/28/2002
  • Status: Active Grant
  • ×
    • Pin Icon | RPX Insight
    • Pin
First Claim
Patent Images

1. A method for presenting events associated with recorded data exchanged between a user and a server, wherein the recorded data comprises a record of a voice contact session occurring between a center agent and the user via said at least one server and wherein the user is a customer, the method comprising the steps of:

  • defining a set of events within the voice contact session associated with the recorded data exchanged between the customer and the call center agent, wherein only data that satisfies predetermined business rules is recorded;

    assigning an event identifier in the form of a time stamp or time code to each event within the set, wherein the set of events comprises events occurring during the voice contact session;

    associating each event identifier with a portion of the voice contact session exchanged between the customer and the call center agent that correspond to the event represented by the event identifier;

    displaying at least one portion of the voice contact session to the user in the form of a call timeline during playback of the recorded data, wherein the call timeline includes the event identifiers associated with the at least one portion of the voice contact session, the event identifiers being arranged in time order; and

    selecting an event for presentation from the call timeline by selecting the event identifier associated with the at least one portion of the voice contact session associated with the recorded data exchanged between the customer and the call center.

View all claims
    ×
    ×

    Thank you for your feedback

    ×
    ×