Systems and methods for presenting end to end calls and associated information

Patent metadata

Field	Value
Publication number	US-9407764-B2
Application number	US-201213685343-A
Country	US
Kind code	B2
Filing date	Nov 26, 2012
Priority date	Feb 22, 2005
Publication date	Aug 2, 2016
Grant date	Aug 2, 2016

Abstract

Systems and methods that analyze and monitor the performance of a call center including performance of the interactive voice response systems, call center agents, and other components. The systems and methods record characteristics of the call such as the audio data, and analyze that record to identify the events that take place during the call. These events may be defined as customer/call center interactions, such as dropped calls, logic errors or other event. A call center administrator may also identify a set of metrics, such as the number of dropped calls that occur during a day, that may be monitored by the systems described herein. The data collected about these events and metrics may be stored in a database and provided to the administrator through a user interface that allows the administrator to browse through the collected metric and recorded call data and directly review relevant portions of a call.

First claim

The invention claimed is:

1. A method for analyzing the performance of a center handling calls, comprising:
confirming that audio records of a plurality of calls have been received by the center handling calls,
having the audio records analyzed to identify occurrences of events in the plurality of calls,
identifying at least one call property representative of a sequence of one or more events which occurs in the plurality of calls,
generating a browseable user interface listing the plurality of calls having the identified call property, and
allowing a user to select a call of the plurality of calls having the identified call property, wherein in response to the selection by the user of the call of the plurality of calls, the user interface displays a visual representation of a list of events which occurred during the selected call.

2. A method according to claim 1 , wherein the identified call property is a performance metric representative of the effectiveness of the center handling calls.

3. A method according to claim 2 , further comprising receiving a user input indicating a target performance metric for the plurality of calls.

4. A method according to claim 3 , further comprising determining whether the performance metric in the plurality of calls meets the target performance metric, and generating an alert if the performance metric of the plurality of calls does not correspond to the target performance metric.

5. A method according to claim 1 , further comprising generating an alert based on the at least one call property.

6. A method according to claim 1 , further comprising sorting the list of the plurality of calls based on the at least one call property.

7. A method according to claim 1 , further comprising filtering the list of the plurality of calls such that a subset of the plurality of calls is displayed based on the at least on one call property.

8. A method according to claim 1 , further comprising allowing the user to playback at least a portion of the audio record of the selected call.

9. A method according to claim 8 , wherein the at least a portion of the audio record comprises a portion of the audio record between a start time and end time associated with an identified event in the selected call.

10. A method according to claim 1 , further comprising allowing a user to define a characteristic audio pattern which occurs in the audio records as an event.

11. A method according to claim 1 , wherein identifying the at least one call property comprises identifying a predetermined sequence of events stored in a database of call events.

12. A method according to claim 1 , wherein the identified call property represents a final state of the call.

13. A method according to claim 12 , wherein the final state of the call comprises at least one of: billing, payment, unintentional dropped call, intentional dropped call, on hold, routed to call agent, or a final user input into an interactive voice response system.

14. A method according to claim 1 , wherein the identified call property is based on a pattern of at least one or more inputs to an interactive voice response system.

15. A method according to claim 1 , wherein the identified call property comprises at least one of: a caller phone number, a date of the call, a time of the call, the duration of the call, or the time the call was routed to a live agent.

16. A system for analyzing the performance of a center handling calls, comprising
a call analyzer configured to
confirm that audio records of a plurality of calls handled by a center handling calls have been received,
have the audio records analyzed to identify occurrences of events in the plurality of calls, and
identify at least one call property representative of a pattern of one or more events which occurs in the plurality of calls, and

a browseable user interface configured to list a plurality of calls having at least one identified call property, and
allow a user to select a call of the plurality of calls having at least one identified call property, wherein in response to the selection by the user of the call of the plurality of calls, the user interface displays a visual representation of a list of events which occurred during the selected call.

17. A system according to claim 16 , wherein the identified call property is a performance metric representative of the effectiveness of the center handling calls.

18. A system according to claim 17 , wherein the call analyzer is further configured to receive a user input indicating a target performance metric for the plurality of calls.

19. A system according to claim 18 , wherein the call analyzer is further configured to determine whether the performance metric in the plurality of calls meets the target performance metric and to generate an alert if the performance metric of the plurality of calls does not correspond to the target performance metric.

20. A system according to claim 16 , wherein the call analyzer is further configured to generate an alert based on the at least one call property.

21. A system according to claim 16 , wherein the browseable user interface is configured to allow the user to sort the list of the plurality of calls based on the at least one call property.

22. A system according to claim 16 , wherein the browseable user interface is configured to allow the user to filter the list of the plurality of calls such that a subset of the plurality of calls is displayed based on the at least one call property.

23. A system according to claim 16 , wherein the browseable user interface is further configured to allow the user to playback at least a portion of the audio record of the selected call.

24. A system according to claim 23 , wherein the at least a portion of the audio record comprises a portion of the audio record between a start time and end time associated with an identified event in the selected call.

25. A system according to claim 16 , wherein the call analyzer is further configured to allow a user to define a characteristic audio pattern which occurs in the audio records as an event.

26. A system according to claim 16 , wherein identifying the at least one call property comprises identifying a predetermined sequence of events stored in a database of call events.

27. A system according to claim 16 , wherein the identified call property represents a final state of the call.

28. A system according to claim 27 , wherein the final state of the call comprises at least one of: billing, payment, unintentional dropped call, intentional dropped call, on hold, routed to call agent, or a final user input into an interactive voice response system.

29. A system according to claim 16 , wherein the identified call property is based on a pattern of at least one or more inputs to an interactive voice response system.

30. A system according to claim 16 , wherein the identified call property comprises at least one of: a caller phone number, a date of the call, a time of the call, the duration of the call, or the time the call was routed to a live agent.

Assignees

• Raytheon Bbn Technologies Corp

Inventors

• Peterson Patrick M

Classifications

• H04M3/5166

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title

• H04M3/5191

  interacting with the Internet · CPC title

• H04M3/487 Primary

  Arrangements for providing information services, e.g. recorded voice services or time announcements · CPC title

• H04M3/36

  Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title