Systems and methods for presenting end to end calls and associated information

摘要

Systems and methods that, among other things, analyze and monitor the performance of a call center including performance of the interactive voice response (IVR) systems, call center agents, and other components of the call center. The systems and methods record characteristics of the call such as the audio data, and analyze that record to identify the events and the actions that take place during the call. A call center administrator may also identify a set of metrics, such as the number of dropped calls that occur during a day that may be monitored by the systems described herein. The data collected about these events and the resulting metrics may be stored in a database and provided to a call center administrator through a user interface that allows the administrator to browse through the collected metric and recorded call data and directly review relevant portions of a call.

主权项

1. A method for using a system to analyze a call having an audio record, comprising
having the audio record analyzed to identify occurrences of events, and generating a browseable user interface including
a visual representation of an audio waveform of the call, wherein the audio waveform of the call is based on the audio record,a first indicator selectable by a user configured to indicate a position on the audio waveform of the call,a list of the identified events that occurred during the call, anda second indicator selectable by the user and configured to indicate an event on the list of identified events.