| 发明名称 |
MICROPHONE MONITORING AND ANALYTICS |
| 摘要 |
Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored. |
| 申请公布号 |
US2017006158(A1) |
申请公布日期 |
2017.01.05 |
| 申请号 |
US201514755856 |
申请日期 |
2015.06.30 |
| 申请人 |
Avaya Inc. |
发明人 |
Hodson Jeffrey D.;Yoakum John H.;McCormack Tony |
| 分类号 |
H04M3/42;H04M3/51;H04M3/22 |
主分类号 |
H04M3/42 |
| 代理机构 |
|
代理人 |
|
| 主权项 |
1. A method comprising:
determining, by a computing device comprising a processing device, an initiation of a new contact session that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI); determining, prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI; analyzing audio signals received via the microphone during the non-audio mode; identifying an utterance spoken by the CCA; generating contact session metadata based on the utterance; generating a contact session record that includes the contact session metadata; and storing the contact session record. |
| 地址 |
Santa Clara CA US |
