| 摘要 |
<p>Extracting out characteristics of a communication between at least one client and at least one support agent by voice anlysis to determine person's emotion in a call centre. Receiving from a communication service a communication copy of a communication performed between said client and said support agent through said communication service; extracting out, of said communication copy a set of characteristics therefrom based on the analysis of a set of parameters including at least text, voice, or video parameters depending on the type of the communication; determining, a score about evaluation level of the client based on said set of extracted characteristics; sending, said determined score and the communication copy, including the communication content and meta-data, to a timing media analyzer; and determining, based on said received score and said communication copy, a number of evaluation points by applying a set of rules. Analysis of a plurality of interactions by looking at different fragments of communications.</p> |
