Real-time call center call monitoring and analysis

摘要

Systems and methods are provided for analyzing conversations between customers and call center agents in real-time. An agent may be located at an agent station having a display screen. A continuous audio feed of the conversation between a customer and an agent may be received. For every second that the customer is speaking, a customer emotion score may be calculated in real-time. A frequency at which calculated customer emotion scores equal or exceed an emotion score threshold during a specified time interval may be calculated in real-time during the conversation. The calculated frequency for the customer may be compared, in real-time, to a plurality of specified frequency thresholds. A visual representation corresponding to a highest of the plurality of specified frequency thresholds that is equaled or exceeded by the calculated frequency for the customer may be displayed in real-time on the display screen of the agent station.

主权项

1. A system for analyzing conversations between customers and call center agents in real-time, the system comprising processing circuitry configured to:
receive a first plurality of user inputs for creating a plurality of base expressions and composite expressions, wherein the plurality of base expressions and composite expressions are included in an expression list; receive a second plurality of user inputs for creating an abstract profile, wherein the second plurality of user inputs comprises selections from the expression list of some of the plurality of base expressions and composite expressions for inclusion in the abstract profile; generate a new profile based on the abstract profile, wherein the new profile includes the selected expressions; evaluate, while the new profile is active, the selected expressions in real-time during conversations between customers and call center agents; and generate, for display at an agent station, a first visual representation based on evaluation of the selected expressions.