Speech analytics: conversation timing and adjustment

A method for determining communication delays in a contact center, comprising:

• measuring, by a processor, a transmission delay value indicating the transmission delay of a voice portion of a conversation between an agent communication device and a customer communication device;
• measuring, by the processor, a processing delay value indicating the processing delay of the voice portion of the conversation;
• determining, by the processor, an overtalk indicator based on the transmission delay value and the processing delay value;
• and
• providing, by the processor, the overtalk indicator to one of the agent communication device or a call analytics engine.

A contact center, comprising:

• a processor;
• a network interface that facilitates communication between an agent device and a customer device;
• and
• wherein the processor is programmed to:
• measure a transmission delay value indicating the transmission delay of a voice portion of a conversation between the agent communication device and the customer communication device;
• measure a processing delay value indicating the processing delay of the voice portion of the conversation;
• determine an overtalk indicator based on the transmission delay value and the processing delay value;
• and
• provide the overtalk indicator to one of the agent communication device or a call analytics engine.

A contact center, comprising:

• a processor;
• a network interface operable to facilitate communication between an agent device and a customer device;
• and
• wherein the processor is programmed to:
• measure a transmission delay value indicating the transmission delay of a voice portion of a conversation between the agent communication device and the customer communication device;
• measure a processing delay value indicating the processing delay of the voice portion of the conversation;
• determine an overtalk indicator based on the transmission delay value and the processing delay value, wherein the overtalk indicator indicates an overtalk amount and wherein the overtalk amount is the sum of the transmission and processing delay values;
• and
• provide the overtalk indicator to one of the agent communication device or a call analytics engine.