COMMUNICATION SESSION ASSESSMENT

摘要

A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include a data store and an output device, respectively. The analyzer identifies a communication session attribute. An automated or human reviewer of a stored communication session forwards an assessment for an observed communication session. The data store receives and stores the communication session attribute with the assessment in a common format. Alternatively, an output device generates a representation that includes the communication session attribute and the assessment. When customer feedback is available for a particular communication session, the system identifies the communication session as one that should be reviewed. Once an internal reviewer indicates that the review/assessment is complete, the system presents communication session attributes together with the session assessments from both the internal reviewer and the customer.

主权项

1. A system for analyzing voice-based communication sessions, comprising:
a player configured to reproduce a recorded communication session; an analyzer configured to identify a communication session attribute and to receive at least one assessment from a reviewer of the communication session; and a data store configured to integrate the at least one assessment and the communication session attribute into a single data abstraction for storage so that the at least one assessment is indistinguishable from the communication session attribute; wherein the analyzer is further configured to derive patterns, trends and correlations using the single data abstraction.