Method and system for selecting and navigating to call examples for playback or analysis

• US 9,225,841 B2
• Filed: 03/28/2008
• Issued: 12/29/2015
• Est. Priority Date: 05/18/2005
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Gustafson, David, Brown, Douglas, Danson, Christopher
• Primary Examiner(s): Elahee, Md S
• Application Number:
  US12/079,828
• Publication Number:
  US 20080260122A1
• Time in Patent Office: 2,832 Days
• Field of Search: 713/186, 379/88.18, 37926501-2661, 379/67.1, 379/88.11, 379/88.16, 703/6, 704/270.1, 704/275
• US Class Current: 1/1
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 21/0272 Voice signal separating
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/08 Indicating faults in circuits or apparatus
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0057 Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network
• CPC Class Codes: H04M 7/0084 Network monitoring; Error detection; Error recovery; Network testing

Abstract

A method for searching for one or more recorded telephone communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more telephone communications is analyzed and assessment data is assigned thereto. The assessment data of the telephone communications is searched for at least one search criterion, and at least one telephone communication having assessment data matching the search criterion is identified. A representation of the matching telephone communication is then displayed.

Claims

1. A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to search for a recorded telephone communication, the plurality of instructions comprising:

instructions, that when executed, analyze one or more telephone communications, wherein the analysis comprises applying a linguistic-based psychological behavioral model to the telephone communications to reveal a personality type of a human speaker by analyzing behavior characteristics of the human speaker based on the one or more communications with an agent;

instructions, that when executed, assign assessment data regarding the agent to said one or more telephone communications;

instructions, that when executed, search said assessment data of said one or more telephone communications for at least one search criterion;

instructions, that when executed, identify at least one telephone communication having assessment data matching said at least one search criterion; and

instructions, that when executed, display a representation of said at least one identified telephone communication matching said at least one search criterion.

2. The non-transitory computer readable medium of claim 1, wherein said instructions, that when executed, assign assessment data to said one or more telephone communications further comprises instructions that assign behavioral assessment data based on the one or more telephone communications and further wherein said at least one search criterion relates to the behavioral assessment data.

3. The non-transitory computer readable medium of claim 1, wherein said instructions, that when executed, assign assessment data to said one or more telephone communications further comprises instructions, that when executed, assign distress assessment data based on the one or more telephone communications and further wherein said at least one search criterion relates to the distress assessment data.

4. The non-transitory computer readable medium of claim 1, wherein said instructions, that when executed, assign assessment data to said one or more telephone communications further comprises instructions, that when executed, assign telephone communication event data based on the one or more telephone communications and further wherein said at least one search criterion relates to the telephone communication event data.

5. The non-transitory computer readable medium of claim 1, further comprising instructions, that when executed, receive input of said at least one search criterion.

6. The non-transitory computer readable medium of claim 1, wherein said instructions, that when executed, search said assessment data further comprises searching said assessment data for a plurality of search criteria, said instructions, that when executed, identify at least one telephone communication further comprises identifying at least one telephone communication having assessment data matching said plurality of search criteria;

and said instructions, that when executed, view said at least one identified telephone communication further comprises viewing said at least one identified telephone communication matching said plurality of search criteria.

7. The non-transitory computer readable medium of claim 1, wherein said instructions, that when executed, assigns assessment data assigns assessment data to a plurality of telephone communications and further wherein said instructions, that when executed, search said assessment data further comprises instructions, that when executed, search said assessment data of said plurality of communications for at least one search criterion.

8. The non-transitory computer readable medium of claim 7, wherein said instructions, that when executed, identify at least one telephone communication further comprises instructions, that when executed, identify a plurality of telephone communications having assessment data matching said at least one search criterion and further wherein said instructions, that when executed, display a representation further comprises instructions, that when executed, display representations of said plurality of identified telephone communications matching said at least one search criterion.

9. The non-transitory computer readable medium of claim 8, further comprising instructions, that when executed, limit the number of telephone communications matching said at least one search criterion.

10. The non-transitory computer readable medium of claim 9, further comprising instructions, that when executed, receive input on limiting the number of telephone communication matching said at least one search criterion.

11. The non-transitory computer readable medium of claim 2, wherein said behavioral assessment data includes personality type information of said one or more customers.

12. The non-transitory computer readable medium of claim 3, wherein said distress assessment data includes customer dissatisfaction data.

13. The non-transitory computer readable medium of claim 4, wherein said telephone communication event data comprises at least one of behavioral assessment data and distress assessment data.

14. The non-transitory computer readable medium of claim 1, further comprising instructions, that when executed, display said assessment data assigned to said at least one identified telephone communication matching said at least one search criterion.

15. The non-transitory computer readable medium of claim 1, further comprising instructions, that when executed, display representations of all telephone communications matching said at least one search criterion.

16. The non-transitory computer readable medium of claim 1, wherein the linguistic-based psychological behavioral model comprises a six-tier configuration of six basic personality types.

17. A method of searching one or more recorded telephone communications which comprises:

analyzing one or more telephone communications, wherein the analyzing comprises applying a linguistic-based psychological behavioral model to the telephone communications to reveal a personality type of a human speaker by analyzing behavior characteristics of the human speaker based on the one or more communications with an agent;

assigning assessment data regarding the agent to said one or more telephone communications;

searching said assessment data of said one or more telephone communications for at least one search criterion;

identifying at least one telephone communication having assessment data matching said at least one search criterion; and

displaying a representation of said at least one identified telephone communication matching said at least one search criterion.

18. The method of claim 17, wherein the linguistic-based psychological behavioral model comprises a six-tier configuration of six basic personality types.

19. A system configured to search one or more recorded telephone communications, comprising:

a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored therein that are accessible to, and executable by, the processor, wherein the plurality of instructions comprises;

instructions, that when executed, analyze one or more telephone communications, wherein the analysis comprises applying a linguistic-based psychological behavioral model to the telephone communications to reveal a personality type of a human speaker by analyzing behavior characteristics of the human speaker based on one or more communications with an agent;

instructions, that when executed, assign assessment data regarding the agent to said one or more telephone communications;

instructions, that when executed, search said assessment data of said one or more telephone communications for at least one search criterion;

instructions, that when executed, identify at least one telephone communication having assessment data matching said at least one search criterion; and

instructions, that when executed, display a representation of said at least one identified telephone communication matching said at least one search criterion.

20. The system of claim 19, wherein the linguistic-based psychological behavioral model comprises a six-tier configuration of six basic personality types.