System and method for analysing communications streams

• US 7,574,000 B2
• Filed: 12/01/2006
• Issued: 08/11/2009
• Est. Priority Date: 01/13/2000
• Status: Expired due to Fees

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Blair, Christopher Douglas
• Primary Examiner(s): Tieu; Binh K
• Application Number:
  US11/565,943
• Publication Number:
  US 20070160190A1
• Time in Patent Office: 984 Days
• Field of Search: 379/32.01, 379/32.02, 379/32.05, 379/265.03, 379/265.06, 379/265.07, 379/265.08, 379/265.14, 379261-262, 379/266.1
• US Class Current: 379/266.1
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/1058 Shopping and product ordering
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Methods are provided, a representative one of which involves: recording information associated with a communication; providing a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the communication, information recorded and corresponding to that portion of the communication is presented to the user; and displaying, via the graphical user interface, graphical indications of events occurring during the communication.

Claims

1. A method comprising:

recording information associated with a communication of a call center, wherein the information recorded comprises real time or near real time information relating to the progress of the communication and wherein the progress of the communication is implicitly determined from sources relating to the communication;

identifying predefined events occurring during the communication from the information recorded, wherein the information recorded comprises at least two of the following;

voice information corresponding to the communication;

screen content corresponding to information displayed on a display screen of a workstation associated with the communication; and

input/output information corresponding to a workstation associated with the communication;

providing a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the communication, information recorded and corresponding to that portion of the communication is presented to the user; and

displaying, via the graphical user interface, graphical indications of the identified predefined events occurring during the communication.

2. The method of claim 1, wherein the input/output information comprises at least one of:

keystrokes entered at the workstation;

computer mouse actions entered at the workstation; and

network traffic emanating from, or terminating at, the workstation.

3. The method of claim 2, wherein the network traffic is Internet traffic.

4. The method of claim 1, further comprising forming an integrated data stream comprising at least some of the information recorded.

5. The method of claim 4, further comprising reconstructing at least a portion of the communication using the integrated data stream.

6. The method of claim 5, further comprising presenting, via the graphical user interface, information from the integrated data stream as an integrated view.

7. The method of claim 1, further comprising constructing an integrated real-time data stream comprising voice information associated with the communication and information corresponding to events that occurred during the communication.

8. The method of claim 7, further comprising enabling the communication to be reconstructed such that the information corresponding to the events is correlated with the voice information of the communication.

9. The method of claim 8, further comprising, enabling the information corresponding to the events to be presented, via the graphical user interface, with the voice information being accessible for replay responsive to user designation of a portion of the communication.

10. The method of claim 7, wherein, in the integrated real-time data stream, the information corresponding to the events is interleaved with the voice information of the communication.

11. The method of claim 1, further comprising:

automatically scoring at least a portion of the communication that was recorded.

12. The method of claim 1, wherein:

at least a portion of the information recorded is voice information corresponding to the communication; and

the method further comprises performing voice recognition analysis on at least a portion of the voice information.

13. The method of claim 1, further comprising:

analyzing, in real-time or later, keystrokes entered at a computer/terminal associated with the communication; and

inferring at least some of the events from information obtained during the analyzing.

14. The method of claim 1, further comprising:

analyzing, in real-time or later, computer mouse actions entered at a computer/terminal associated with the communication; and

inferring at least some of the events from information obtained during the analyzing.

15. The method of claim 1, further comprising:

analyzing, in real-time or later, network traffic emanating from, or terminating at, any one or more of a number of computers/terminals associated with the communication; and

inferring at least some of the events from information obtained during the analyzing.

16. The method of claim 1, further comprising:

analyzing, in real-time or later, words and/or prosody spoken during the communication; and

inferring at least some of the events from information obtained during the analyzing.

17. The method of claim 1, wherein the communication corresponds to an interaction involving an agent of a call center.

18. The method of claim 1, wherein:

at least a portion of the information recorded is voice information; and

in presenting the information recorded and corresponding to a designated portion of the communication to the user, the voice information corresponding to the designated portion is presented in audible form.