| 摘要 |
A method, system and computer program product for extracting out characteristics of a communication between at least one client and at least one support agent;The method comprising: 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. |
| 主权项 |
1. A method for extracting out characteristics of a communication between at least one client and at least one support agent, comprising:
receiving, by an analysis engine, from a communication service a communication copy of a communication performed between at least one client and at least one support agent through said communication service, said communication including at least one of a text, a voice or a video communication; extracting out, by at least one media analyzer in communication with said analysis engine, 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; and determining, by at least one of said media analyzer, a score indicating at least an evaluation level of said client about the communication based on said set of extracted characteristics,wherein the method is characterized in that it further comprises:
sending, said analysis engine, said determined score and the communication copy, including the communication content and meta-data including location of the client and time parameters defining the communication, to a timing media analyzer; and determining, said timing media analyzer, based on said received score and said communication copy, a number of evaluation points by applying a set of rules, the timing media analyzer further sending said number of evaluation points to the analysis engine. |
