| 摘要 |
A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least one occurrence of at least one word in an audio stream of a communication session. A speech analyser is operable, during a communication session involving an agent station of the contact center, to detect the occurrence of one of the speech events. An event generator is responsive to detection of one of the speech events, for issuing an event notification during the communication session identifying the speech event to a reporting component of the contact center which has been configured to receive such event notifications. A display displays event data for contacts being handled by the contact center in real-time at a supervisor station of the contact center, the displayed event data including the speech event identified in the event notification.
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