US 2018/0124001 A1 · TECHNIQUES FOR SUPERVISING COMMUNICATIONS FROM MULTIPLE COMMUNICATION MODALITIES

Abstract

Provided herein are methods, systems, and computer-program products for providing a supervision system for review of one or more communications associated with an enterprise. The supervision system may be configured to identify the one or more communications from communications associated with the enterprise. A communication may be identified for review according to one or more policies. A policy may indicate criteria that are defined by an enterprise that indicate a communication that should be reviewed. After the communication is identified for review, the communication may be analyzed using one or more filters. A filter may indicate when a communication should not be reviewed, even when the communication is identified for review based on a policy. After a communication is both identified by a policy and not filtered by a filter, the communication may be added to a queue. A queue may be used to organize communications to be reviewed.

Claims20

Dependent claims

A method comprising:

receiving, by a first system, one or more communications sent using a communication modality, the one or more communications determined to be a single interaction, the first system configured to receive communications from multiple communication modalities;
generating, by the first system, a communication object for the interaction, wherein a structure of the communication object is consistent across different communication modalities;
storing, by the first system, the communication object at a location in a database;
identifying, by a second system, a policy defining which communication objects to review;
determining, by the second system, whether to review the communication object based upon the policy;
in response to determining to review the communication object, adding, by the second system, a reference for the communication object to a queue;
and
outputting, by the second system to a reviewing device, a representation of the interaction by retrieving the communication object from the location using the reference for the communication object in the queue and reconstructing portions of the one or more communications from the interaction in a viewable form using information from the communication object.

5 more elements

A non-transitory computer-readable storage medium storing a plurality of instructions executable by one or more processors, the plurality of instructions when executed by the one or more processors cause the one or more processors to:

receive one or more communications sent using a communication modality, the one or more communications determined to be a single interaction;
generate a communication object for the interaction, wherein a structure of the communication object is consistent across different communication modalities;
store the communication object at a location in a database;
identify a policy defining which communication objects to review;
determine whether to review the communication object based upon the policy;
in response to determining to review the communication object, add a reference for the communication object to a queue;
and
output, to a reviewing device, a representation of the interaction by retrieving the communication object from the location using the reference for the communication object in the queue and reconstructing portions of the one or more communications from the interaction in a viewable form using information from the communication object.

5 more elements

A system comprising:

a first system including:
one or more first processors;
and
a first non-transitory computer-readable medium including first instructions that, when executed by the first one or more processors, cause the first one or more processors to:
receive one or more communications sent using a communication modality, the one or more communications determined to be a single interaction;
generate a communication object for the interaction, wherein a structure of the communication object is consistent across different communication modalities;
and
store the communication object at a location in a database;
and
a second system including:
one or more second processors;
and
a second non-transitory computer-readable medium including second instructions that, when executed by the second one or more processors, cause the one or more second processors to:
identify a policy defining which communication objects to review;
determine whether to review the communication object based upon the policy;
in response to determining to review the communication object, add a reference for the communication object to a queue;
and
output, to a reviewing device, a representation of the interaction by retrieving the communication object from the location using the reference for the communication object in the queue and reconstructing portions of the one or more communications from the interaction in a viewable form using information from the communication object.

15 more elements

Dependencies are inferred from the claim text.

Techniques for supervising communications from multiple communication modalities

Life of this patent

Techniques for supervising communications from multiple communication modalities

Life of this patent

Abstract

Claims20