Method and system of searching for communications for playback or analysis
AssigneeMattersight Corporation
InventorsKelly Conway, David Gustafson, Douglas Brown, Christopher Danson
Life of this patent
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Abstract
A method for searching for one or more recorded communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more communications is analyzed and assessment data is assigned thereto. The assessment data of the communications is searched for at least one search criterion, and at least one communication having assessment data matching the search criterion is identified. A representation of the matching communication is then displayed.
Claims25
A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to search for a recorded communication, the plurality of instructions comprising:
- instructions that, when executed, analyze one or more communications, wherein the analysis comprises applying a linguistic-based psychological behavioral model to the communications to reveal a personality type of a human speaker by analyzing behavioral characteristics of the human speaker based on the one or more communications by an agent;
- instructions that, when executed, assign assessment data regarding the agent to the one or more communications;
- instructions that, when executed, search the assessment data of the one or more communications for at least one search criterion;
- instructions that, when executed, identify at least one communication having assessment data matching the at least one search criterion;
- and
- instructions that, when executed, display a representation of the at least one identified communication matching the at least one search criterion.
A method of searching one or more recorded communications which comprises:
- analyzing one or more communications, wherein the analyzing comprises applying a linguistic-based psychological behavioral model to the communications to reveal a personality type of a human speaker by analyzing behavioral characteristics of the human speaker based on the one or more communications by an agent;
- assigning assessment data regarding the agent to the one or more communications;
- searching the assessment data of the one or more communications for at least one search criterion;
- identifying at least one communication having assessment data matching the at least one search criterion:, and
- displaying a representation of the at least one identified communication matching the at least one search criterion.
A system configured to search one or more recorded communications, comprising:
- a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored therein that are accessible to, and executable by, the processor, wherein the plurality of instructions comprises:
- instructions that, when executed, analyze one or more communications, wherein the analysis comprises applying a linguistic-based psychological behavioral model to the communications to reveal a personality type of a human speaker by analyzing behavioral characteristics of the human speaker based on the one or more communications by an agent;
- instructions that, when executed, assign assessment data regarding the agent to the one or more communications;
- instructions that, when executed, search the assessment data of the one or more communications for at least one search criterion;
- instructions that, when executed, identify at feast one communication having assessment data matching the at least one search criterion;
- and
- instructions that, when executed, display a representation of the at least one identified communication matching the at least one search criterion.
Dependencies are inferred from the claim text.