System and Method with Key Moment-Based Snippet Creation

A computer-implemented method comprising, by at least one processor:

• issuing an application programming interface (API) call to retrieve a collection of snippets associated with calls between an agent and at least one customer, the collection associated with the agent;
• and
• automatically playing snippets from the collection retrieved via the API call, the playing including producing an audible representation of the snippets, a visual representation of the snippets, or a combination thereof, on snippet-by-snippet basis, the snippets including respective key moments and associated context from representations of the calls between the agent and the at least one customer, the associated context including a lead portion and a lag portion, the lead portion preceding a respective key moment in a representation of a call of the representations of the calls, the lag portion following the respective key moment in the representation of the call.

A mobile device including at least one processor, the at least one processor configured to:

• issue an application programming interface (API) call to retrieve a collection of snippets associated with calls between an agent and at least one customer, the collection associated with the agent;
• and
• automatically play snippets from the collection retrieved via the API call, the playing including producing an audible representation of the snippets, a visual representation of the snippets, or a combination thereof, on snippet-by-snippet basis, the snippets including respective key moments and associated context from representations of the calls between the agent and the at least one customer, the associated context including a lead portion and a lag portion, the lead portion preceding a respective key moment in a representation of a call of the representations of the call, the lag portion following the respective key moment in the representation of the call.

A system comprising at least one processor, the at least one processor configured to:

• locate, automatically, a key moment of a call in a representation of the call;
• and
• create, automatically, a snippet of the representation of the call based on the key moment located, the snippet including the key moment and context for the key moment, the context including a lead portion and a lag portion, the lead portion preceding the key moment in the representation of the call, the lag portion following the key moment in the representation of the call.

A non-transitory computer-readable medium having encoded thereon a sequence of instructions which, when loaded and executed by at least one processor, causes the at least one processor to:

• locate, automatically, a key moment of a call in a representation of the call;
• and
• create, automatically, a snippet of the representation of the call based on the key moment located, the snippet including the key moment and context for the key moment, the context including a lead portion and a lag portion, the lead portion preceding the key moment in the representation of the call, the lag portion following the key moment in the representation of the call.

A non-transitory computer-readable medium having encoded thereon a sequence of instructions which, when loaded and executed by at least one processor, causes the at least one processor to:

• issue an application programming interface (API) call to retrieve a collection of snippets associated with calls between an agent and at least one customer, the collection associated with the agent;
• and
• automatically play snippets from the collection retrieved via the API call, the playing including producing an audible representation of the snippets, a visual representation of the snippets, or a combination thereof, on snippet-by-snippet basis, the snippets including respective key moments and associated context from representations of the calls between the agent and the at least one customer, the associated context including a lead portion and a lag portion, the lead portion preceding a respective key moment in a representation of a call of the representations of calls, the lag portion following the respective key moment in the representation of the call.