System and method for storing call recordings in a call center
AssigneeIntellisist, Inc.
InventorsAdam Waalkes, Gilad Odinak, Haodong (Howard) Jiang, Matthew Thorn, Tom McCann
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Abstract
A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.
Claims20
A system for storing call recordings in a call center, comprising:
- one or more watcher modules to monitor incoming calls to a call center;
- an assignment module to assign the incoming calls to one of an interactive voice response device and an agent;
- a recording module to initiate a call recording for each incoming call following assignment;
- a temporary storage device to store the call recordings;
- a criteria module to obtain retention criteria, to order the retention criteria by importance, and to apply the retention criteria to each of the calls;
- a match module to identify those calls that match at least one of the retention criteria;
- a selection module to select the identified calls that include one of a single highly important criteria and two or more less important criteria for retaining in the call center;
- a database to store the recordings of the selected calls;
- and
- a processor to execute the modules.
A method for storing call recordings in a call center, comprising:
- monitoring the incoming calls to a call center;
- assigning the incoming calls to one of an interactive voice response device and an agent;
- initiating a call recording for each incoming call following assignment;
- temporarily storing the call recordings;
- obtaining retention criteria and ordering the retention criteria by importance;
- applying the retention criteria to each of the calls;
- identifying those calls that match at least one of the retention criteria;
- selecting the calls that include one of a single highly important criteria and two or more less important criteria for retaining in the call center;
- storing the recordings of the selected calls.
Dependencies are inferred from the claim text.