Enhanced quality monitoring

摘要

A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

主权项

1. A system for enhanced quality monitoring, comprising:
a call record server operating on a network-connected computing device; a quality monitoring analysis server operating on a network-connected computing device; a quality monitoring database operating on a network-connected computing device; and a call monitoring software module operating on a monitoring station network-connected computing device comprising at least a video screen and an audio output device; wherein the call record server records an audio call and provides a resulting call recording to the quality monitoring analysis server; wherein the quality monitoring analysis server analyzes the call recording, the analysis comprising at least the steps of:
automatically detecting a plurality of call stages and tagging the call recording accordingly;measuring a plurality of audio attributes of each of the plurality of call stages and tagging each corresponding portion of the call recording with the plurality of measured audio attributes, the plurality of measured audio attributes including at least vocal intensity and pace of speech; andautomatically identifying, using the plurality of measured audio attributes, a portion of the call recording that requires particular attention by a human monitor; wherein the quality monitoring database stores results of the analysis and the call recording; wherein the quality monitoring analysis server determines that a specific call recording requires human monitoring and thereupon sends the call recording and its associated analysis results to the call monitoring software module for review by a human user; and wherein the call recording and associated analysis are presented by the call monitoring software via the video screen of the monitoring station visually, the visual presentation comprising at least a visual representation of the audio waveform of the call recording, an indicia of a transition from a first call stage to a second call stage, and an indicia of a call stage that requires particular attention from the human monitor.