# US 2017/0289352 A1 · Coaching portal and methods based on behavioral assessment data > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2017/0289352 A1 - Document ID: US20170289352A1 - Status: Published application - Kind: A1 - Application number: 15/624,401 - Filed: 2017-06-15 - Published: 2017-10-05 - Earliest claimed: 2005-05-18 - Assignees: Mattersight Corporation - Applicants: Mattersight Corporation - Inventors: Kelly CONWAY; David GUSTAFSON; Douglas BROWN; Christopher DANSON - Web page: https://patentgrep.com/patent/US20170289352A1 ## CPC - H04M 3/5175: {Call or contact centers supervision arrangements} - G10L 15/26: Speech to text systems (G10L15/08 takes precedence) - G10L 21/0272: Voice signal separating - G10L 25/63: for estimating an emotional state - H04M 3/42221: {Conversation recording systems (at the subscriber's set H04M1/656)} - H04M 3/5191: {interacting with the Internet} - H04M 7/0084: {Network monitoring; Error detection; Error recovery; Network testing} - H04M 3/08: Indicating faults in circuits or apparatus - 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} - H04M 2203/401: Performance feedback - H04M 2203/403: Agent or workforce training - 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 An interface portal system that includes a non-transitory computer readable medium having a plurality of stored instructions adapted to generate a coaching portal based on behavioral assessment data, the plurality of instructions including instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to separated voice data for the customer, the agent, or both, from each communication by analyzing behavioral characteristics of the customer, the agent, or both, based on the one or more communications; instructions that, when executed, identify one or more customer-agent interaction events based on the analyzed behavioral characteristics; and instructions that, when executed, display a time-based graphic representation across a selected time interval based on one or more communications. Methods of providing coaching assessment based on behavioral assessment data are also included. ## Claims ### Claim 1 An interface portal system, which comprises: a non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to generate a coaching portal based on behavioral assessment data, the plurality of instructions comprising: instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to separated voice data for the customer, the agent, or both, from each communication by analyzing behavioral characteristics of the customer, the agent, or both, based on the one or more communications; instructions that, when executed, identify one or more customer-agent interaction events based on the analyzed behavioral characteristics; and instructions that, when executed, display a time-based graphic representation including a plurality of the identified customer-agent interaction events across a selected time interval based on one or more communications. ### Claim 2 (depends on 1) The interface portal system of claim 1, which further comprises instructions that, when executed, automatically generate a coaching performance score for the agent across the selected time interval. ### Claim 3 (depends on 1) The interface portal system of claim 1, which further comprises instructions that, when executed, automatically generate one or more coaching recommendations based on the identified one or more customer-agent interaction events for an agent. ### Claim 4 (depends on 3) The interface portal system of claim 3, which further comprises instructions that, when executed, deliver the one or more coaching recommendations to the agent and compare a performance score for the agent over the selected time interval against a second performance score for the agent over a second selected time interval after the one or more coaching recommendations are delivered to the agent. ### Claim 5 (depends on 4) The interface portal system of claim 4, wherein the graphic representation displayed includes a call statistics visual field selectable by a user to display statistics pertaining to the one or more customer-agent interaction events. ### Claim 6 (depends on 1) The interface portal system of claim 1, wherein the call statistics visual field comprises one or more of: communication duration, average communication duration by call type, customer talk time, agent talk time, customer satisfaction score, number of holds over a pre-determined time period, hold time, number of silences longer than a predetermined time period, or a combination thereof. ### Claim 7 (depends on 4) The interface portal system of claim 4, which further comprises instructions that, when executed, automatically generate and deliver a notification to an agent trainer, an agent supervisor, or both. ### Claim 8 (depends on 7) The interface portal system of claim 7, wherein the notification relates to a plurality of agents regarding a need for training the plurality of agents regarding a particular criteria. ### Claim 9 (depends on 1) The interface portal system of claim 1, wherein the selected time interval includes a day, a week, a month, a quarter or a year. ### Claim 10 (depends on 1) The interface portal system of claim 1, wherein the linguistic-based psychological behavioral model comprises a six-tier configuration of six basic personality types. ### Claim 11 (depends on 1) The interface portal system of claim 1, wherein the communication comprises at least one of a phone call, e-mail including voice data, web interaction including voice data, VoIP, or video including voice data. ### Claim 12 A method of providing coaching assessment based on behavioral assessment data across one or more recorded communications, which comprises: analyzing, by a server, one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to separated voice data for the customer, the agent, or both, from each communication by analyzing behavioral characteristics of the customer, the agent, or both, based on the one or more communications; identifying one or more customer-agent interaction events based on the analyzed behavioral characteristics; and displaying a time-based graphic representation including a plurality of the identified customer-agent interaction events across a selected time interval based on one or more communications. ### Claim 13 (depends on 12) The method of claim 12, which further comprises automatically generating a coaching performance score for the agent across the selected time interval. ### Claim 14 (depends on 12) The method of claim 12, which further comprises automatically generating one or more coaching recommendations based on the identified one or more customer-agent interaction events for an agent. ### Claim 15 (depends on 14) The method of claim 14, which further comprises delivering the one or more coaching recommendations to the agent, and comparing a performance score for the agent over the selected time interval against a second performance score for the agent over a second selected time interval after the one or more coaching recommendations are delivered to the agent. ### Claim 16 (depends on 12) The method of claim 12, wherein the displaying a time-based graphic representation comprises displaying a call statistics visual field selectable by a user to display statistics pertaining to the one or more customer-agent interaction events. ### Claim 17 (depends on 16) The method of claim 16, wherein the call statistics visual field is selected to comprise one or more of: communication duration, average communication duration by call type, customer talk time, agent talk time, customer satisfaction score, number of holds over a pre-determined time period, hold time, number of silences longer than a predetermined time period, or a combination thereof. ### Claim 18 (depends on 15) The method of claim 15, which further comprises automatically generating and delivering a notification to an agent trainer, an agent supervisor, or both. ### Claim 19 (depends on 18) The method of claim 18, wherein the notification relates to a plurality of agents regarding a need for training the plurality of agents regarding a particular criteria. ### Claim 20 (depends on 12) The method of claim 12, wherein the selected time interval is a day, a week, a month, a quarter or a year. ### Claim 21 (depends on 12) The method of claim 12, wherein the linguistic-based psychological behavioral model is selected to comprise a six-tier configuration of six basic personality types. ### Claim 22 (depends on 12) The method of claim 12, wherein the communication is selected to comprise at least one of a phone call, e-mail including voice data, web interaction including voice data, VoIP, or video including voice data.