Multi-component viewing tool for contact center agents

Patent metadata

Field	Value
Publication number	US-9880807-B1
Application number	US-201313944954-A
Country	US
Kind code	B1
Filing date	Jul 18, 2013
Priority date	Mar 8, 2013
Publication date	Jan 30, 2018
Grant date	Jan 30, 2018

Abstract

Various embodiments of the invention provide a tool for reviewing the content of communications conducted between parties. A communication is analyzed between a first and second party to determine the words present. A set of keywords are developed that represent a subset of the words determined to be present in the communication. Occurrences of the keywords in the communication are mapped to times at which they occur. An interface is provided to a user that displays a representation of the communication comprising an identifier, such as an icon, representing a particular occurrence of a keyword with respect to a timeline. The user can search, locate and review a corresponding portion of audio containing the occurrence of the keyword. This may involve playing the corresponding portion of the audio containing the occurrence of the keyword and/or displaying the corresponding portion of a transcript of the audio portion.

First claim

The invention claimed is:

1. A method comprising the steps of:
providing a graphical user interface (“GUI”) for display on a computer monitor, the GUI comprising a representation of an audio communication between a first party and a second party and a timeline displayed along the representation of the audio communication, wherein the timeline represents a passage of time that occurred during the audio communication between the first party and the second party; and
displaying a plurality of sets of icons on the GUI for a set of keywords in conjunction with the timeline, wherein each set of icons comprises a text-based icon and an audio-based icon representing an occurrence of a keyword in the audio communication displayed on the GUI at one or more locations along the timeline proximate to a time of the occurrence of the keyword in the audio communication so that a selection of the text-based icon causes a popup window providing a portion of a transcript of the audio communication containing the occurrence of the keyword to be displayed on the computer monitor and a selection of the audio-based icon causes a portion of the audio communication containing the occurrence of the keyword to be played;
displaying an information resource icon on the GUI at a location along the timeline proximate to a time when the first party retrieved an information resource during the audio communication to a workstation being used by the first party so that a selection of the information resource icon causes a retrieval of the information resource to be displayed on the GUI;
displaying a section on the GUI that allows entry of a keyphrase comprising a combination of words and at least one indicator that allows selection of at least one of the first party and the second party; and
upon the entry of the keyphrase and the selection of at least one of the first party and the second party on the GUI:
searching the audio communication for at least one of the first party and the second party for an occurrence of the keyphrase based on the selection of at least one of the first party and the second party; and
displaying a set of keyphrase icons on the GUI in conjunction with the timeline, wherein the set of keyphrase icons comprises a text-based keyphrase icon and an audio-based keyphrase icon representing the occurrence of the keyphrase in the audio communication displayed on the GUI at a location along the timeline proximate to a time of the occurrence of the keyphrase in the audio communication so that a selection of the text-based keyphrase icon causes a second popup window providing a portion of the transcript of the audio communication containing the occurrence of the keyphrase to be displayed on the computer monitor and a selection of the audio-based keyphrase icon causes a portion of the audio communication containing the occurrence of the keyphrase to be played.

2. The method of claim 1 further comprising the step of:
displaying an annotation icon on the GUI at a location along the timeline proximate to a particular time associated with the audio communication so that a selection of the annotation icon causes a third popup window providing an annotation provided by a user viewing the GUI that corresponds to the particular time associated with the audio communication to be displayed on the computer monitor.

3. The method of claim 1 , wherein the audio communication is a telephone call and the method further comprises the step of:
displaying an event icon on the GUI at a location along the timeline proximate to a time when a call handling action occurred during the audio communication comprising one of the audio communication being answered, the audio communication being placed on hold, the audio communication being retrieved from hold, the audio communication being transferred, and the audio communication being disconnected so that a selection of the event icon causes information on the call handling action to be displayed on the GUI.

4. A non-transitory, computer-readable storage medium comprising computer-executable instructions configured to cause at least one computer processor to:
generate a graphical user interface (“GUI”) for display on a computer monitor, the GUI comprising a representation of an audio communication between a first party and a second party and a timeline displayed along the representation of the audio communication, wherein the timeline represents a passage of time that occurred during the audio communication between the first party and the second party; and
display a plurality of sets of icons on the GUI for a set of keywords in conjunction with the timeline, wherein each set of icons comprises a text-based icon and an audio-based icon representing an occurrence of a keyword in the audio communication displayed on the GUI at one or more locations along the timeline proximate to a time of the occurrence of the keyword in the audio communication so that a selection of the text-based icon causes a popup window providing a portion of a transcript of the audio communication containing the occurrence of the keyword to be displayed on the computer monitor and a selection of the audio-based icon causes a portion of the audio communication containing the occurrence of the keyword to be played;
display an information resource icon on the GUI at a location along the timeline proximate to a time when the first party retrieved an information resource during the audio communication to a workstation being used by the first party so that a selection of the information resource icon causes a retrieval of the information resource to be displayed on the GUI;
display a section on the GUI that allows entry of a keyphrase comprising a combination of words and at least one indicator that allows selection of at least one of the first party and the second party; and
upon the entry of the keyphrase and the selection of at least one of the first party and the second party on the GUI:
search the audio communication for at least one of the first party and the second party for an occurrence of the keyphrase based on the selection of at least one of the first party and the second party; and
display a set of keyphrase icons on the GUI in conjunction with the timeline, wherein the set of keyphrase icons comprises a text-based keyphrase icon and an audio-based keyphrase icon representing the occurrence of the keyphrase in the audio communication displayed on the GUI at a location along the timeline proximate to a time of the occurrence of the keyphrase in the audio communication so that a selection of the text-based keyphrase icon causes a second popup window providing a portion of the transcript of the audio communication containing the occurrence of the keyphrase to be displayed on the computer monitor and a selection of the audio-based keyphrase icon causes a portion of the audio communication containing the occurrence of the keyphrase to be played.

5. The non-transitory, computer-readable storage medium of claim 4 , wherein the computer-executable instructions are configured to cause the at least one computer processor to:
display an annotation icon on the GUI at a location along the timeline proximate to a particular time associated with the audio communication so that a selection of the annotation icon causes a third popup window providing an annotation provided by a user viewing the GUI that corresponds to the particular time associated with the audio communication to be displayed on the computer monitor.

6. The non-transitory, computer-readable storage medium of claim 4 , wherein the audio communication is a telephone call and the computer-executable instructions are configured to cause the at least one computer processor to:
display an event icon on the GUI at a location along the timeline proximate to a time wh

Assignees

• Noble Systems Corp

Inventors

• Haggerty Christopher S
• Koster Karl H

Classifications

• G06F3/167 Primary

  Audio in a user interface, e.g. using voice commands for navigating, audio feedback · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• H04M11/00

  Telephonic communication systems specially adapted for combination with other electrical systems · CPC title

• H04M2203/404

  Collaboration among agents · CPC title

• H04M2203/401

  Performance feedback · CPC title