# US 10,375,240 B1 · Dynamic display of real time speech analytics agent alert indications in a contact center > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,375,240 B1 - Document ID: US10375240B1 - Status: Granted - Kind: B1 - Application number: 15/642,415 - Filed: 2017-07-06 - Granted: 2019-08-06 - Earliest claimed: 2014-12-17 - Assignees: Noble Systems Corporation - Applicants: Noble Systems Corporation - Inventors: Rajesh S. Daddi; Jason P. Ouimette - Web page: https://patentgrep.com/patent/US10375240B1 ## CPC - H04M 3/5175: {Call or contact centers supervision arrangements} - G10L 25/51: for comparison or discrimination - H04M 3/2281: {Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls} - H04M 2201/42: Graphical user interfaces - H04M 2203/401: Performance feedback - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING ## Abstract A real-time speech analytics system (“RSTA system”) detects a speech condition during a call involving a contact center agent and a remote party. Upon detecting the speech condition, an alert message is provided to an alert reporting module (“ARM”), which is configured to access various data to form a RTSA alert. In one embodiment, the RTSA alert is a transient alert indication overlaid on an agent icon on a grid where the agent icon represents the agent and is displayed to a contact center supervisor. Information on the type and severity of the alert may be conveyed by text and non-text images, such as icons, colors, or symbols. A number representing a cumulative number of alert messages received for each agent may be indicated in an alert bubble overlaid on the agent icon. A viewer is able to request detailed alert data upon selecting the alert bubble. ## Claims ### Claim 1 A system for reporting a real-time speech analytics (“RTSA”) alert associated with a call between an agent and remote party, comprising: a processor configured to: display a plurality of agent icons on a computer display, wherein each agent icon comprises an image of a corresponding agent and a corresponding name of the corresponding agent, wherein the agent is associated with one of the plurality of agent icons displayed on the computer display; receive an alert message generated by a real-time speech analytics (“RTSA”) system in response to detecting a keyword uttered by the agent while monitoring a call leg of the call, wherein the alert message further indicates a topic related to the keyword; and generate a transient alert indication for display on the computer display in a contact center, wherein the transient alert indication is displayed over the one of the plurality of agent icons of the agent for a limited time period defined by a timer, wherein the transient alert indication indicates both text and a score associated with the topic detected during the call involving the agent. ### Claim 2 (depends on 1) The system of claim 1, wherein the processor is further configured to: generate the transient alert indication for display on the computer display wherein the transient alert indication uses a color based on a cumulative number of transient alert indications associated with the agent during a shift of the agent. ### Claim 3 (depends on 1) The system of claim 1, wherein the processor is further configured to: generate the transient alert indication indicating a time associated with detection of the keyword during the call. ### Claim 4 (depends on 1) The system of claim 1, wherein the processor is further configured to: generate the transient alert indication indicating that a notification has been provided to a designated person. ### Claim 5 (depends on 1) The system of claim 1, wherein the processor is further configured to: receive an indication from a user identifying the agent after generating the transient alert indication and prior to the expiry of the timer; and provide information for display on the computer display regarding one or more transient alert indications reported during the call. ### Claim 6 (depends on 1) The system of claim 1, wherein the transient alert indication indicates an icon related to agent compliance based on the transient alert indication. ### Claim 7 (depends on 4) The system of claim 4, wherein the transient alert indication indicates an icon related to agent compliance based on the transient alert indication reported during the call. ### Claim 8 (depends on 6) The system of claim 6, wherein the icon comprises a warning symbol comprising an exclamation point. ### Claim 9 A non-transitory computer readable medium storing instructions that when executed by a processor, cause the processor to: display a plurality of agent icons on a computer display, wherein each agent icon comprises an image of a corresponding agent and a corresponding name of the corresponding agent, wherein an agent is associated with one of the plurality of agent icons displayed on the computer display; receive an alert message generated by a real-time speech analytics (“RTSA”) system in response to detecting a keyword uttered by the agent while monitoring a call leg of the call, wherein the alert message further indicates a topic related to the keyword; and generate a transient alert indication for display on the computer display, wherein the transient alert indication is displayed over the one of the plurality of agent icons of the agent for a limited time period defined by a timer, wherein the transient alert indication indicates both text and a score associated with the topic detected during the call involving the agent. ### Claim 10 (depends on 9) The non-transitory computer readable medium of claim 9, wherein the instructions when executed by a processor further cause the processor to: generate the transient alert indication for display on the computer display wherein the transient alert indication uses a color based on the cumulative number of transient alert indications. ### Claim 11 (depends on 9) The non-transitory computer readable medium of claim 9, wherein the instructions when executed by a processor further cause the processor to: generate the transient alert indication indicating a time associated with detection of the keyword during the call. ### Claim 12 (depends on 9) The non-transitory computer readable medium of claim 9, wherein the instructions when executed by a processor further cause the processor to: receive a request for further alert information from a user wherein the request identifies the agent and the request is received after generating the transient alert indication and prior to expiry of the timer; and provide the further alert information for display on the computer display regarding one or more transient alert indications reported during the call. ### Claim 13 (depends on 9) The non-transitory computer readable medium of claim 9, wherein the instructions when executed by a processor further cause the processor to generate the score related to agent compliance based on the one or more transient alert indications reported during the call. ### Claim 14 (depends on 9) The non-transitory computer readable medium of claim 9, wherein the instructions when executed by a processor further cause the processor to display the transient alert indication over an image of the agent. ### Claim 15 A method for reporting a real-time speech analytics (“RTSA”) alert associated with a call between an agent and remote party, comprising: displaying a plurality of agent icons on a computer display, wherein each agent icon comprises an image of a corresponding agent and a corresponding name of the corresponding agent, wherein an agent is associated with one of the plurality of agent icons displayed on the computer display; receiving an alert message at a processor generated by a real-time speech analytics (“RTSA”) system in response to detecting a keyword uttered by the agent while monitoring a call leg of the call, wherein the alert message further indicates a topic related to the keyword; and generating a transient alert indication for display on the computer display over the one of the plurality of agent icons of the agent for a limited time period defined by a timer, wherein the transient alert indication indicates both text and a score associated with the topic detected during the call involving the agent. ### Claim 16 (depends on 15) The method of claim 15, further comprising: receiving a request from a user for further alert information wherein the request identifies the agent and the request is received after generating the transient alert indication and before the expiry of the timer; and providing the further alert information for display on the computer display to the user in response to the request, the further alert information comprising a plurality of transient alert indications reported during the call. ### Claim 17 (depends on 16) The method of claim 16, wherein the further alert information comprises a time stamp and a severity indicator. ### Claim 18 (depends on 16) The method of claim 16, wherein each of the plurality of transient alert indications reported during the call comprises the score related to the topic reported by a corresponding transient alert indication. ### Claim 19 (depends on 16) The method of claim 16, wherein the transient alert indication indicates a notification has been sent to a supervisor of the agent related to the topic. ### Claim 20 (depends on 16) The method of claim 16, wherein the transient alert indication is displayed with one of a plurality of colors corresponding to the topic in the transient alert indication.