CA2645040A1 - Method and system for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center - Google Patents

Method and system for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center Download PDF

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Publication number
CA2645040A1
CA2645040A1 CA002645040A CA2645040A CA2645040A1 CA 2645040 A1 CA2645040 A1 CA 2645040A1 CA 002645040 A CA002645040 A CA 002645040A CA 2645040 A CA2645040 A CA 2645040A CA 2645040 A1 CA2645040 A1 CA 2645040A1
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CA
Canada
Prior art keywords
data
code segment
recorded
telephonic
voice data
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
CA002645040A
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French (fr)
Inventor
Kelly Conway
David Gustafson
Christopher Danson
Keene Hedges Capers
Douglas Brown
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Mattersight Corp
Original Assignee
Eloyalty Corporation
Kelly Conway
David Gustafson
Christopher Danson
Keene Hedges Capers
Douglas Brown
Mattersight Corporation
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First worldwide family litigation filed litigation Critical https://patents.darts-ip.com/?family=38509922&utm_source=google_patent&utm_medium=platform_link&utm_campaign=public_patent_search&patent=CA2645040(A1) "Global patent litigation dataset” by Darts-ip is licensed under a Creative Commons Attribution 4.0 International License.
Application filed by Eloyalty Corporation, Kelly Conway, David Gustafson, Christopher Danson, Keene Hedges Capers, Douglas Brown, Mattersight Corporation filed Critical Eloyalty Corporation
Publication of CA2645040A1 publication Critical patent/CA2645040A1/en
Abandoned legal-status Critical Current

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Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175Call or contact centers supervision arrangements
    • GPHYSICS
    • G10MUSICAL INSTRUMENTS; ACOUSTICS
    • G10LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00Speech recognition
    • G10L15/26Speech to text systems
    • GPHYSICS
    • G10MUSICAL INSTRUMENTS; ACOUSTICS
    • G10LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L21/00Processing of the speech or voice signal to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility
    • G10L21/02Speech enhancement, e.g. noise reduction or echo cancellation
    • G10L21/0272Voice signal separating
    • GPHYSICS
    • G10MUSICAL INSTRUMENTS; ACOUSTICS
    • G10LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/48Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
    • G10L25/51Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
    • G10L25/63Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42221Conversation recording systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183Call or contact centers with computer-telephony arrangements
    • H04M3/5191Call or contact centers with computer-telephony arrangements interacting with the Internet
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M7/00Arrangements for interconnection between switching centres
    • H04M7/006Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • H04M7/0081Network operation, administration, maintenance, or provisioning
    • H04M7/0084Network monitoring; Error detection; Error recovery; Network testing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/40Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/401Performance feedback
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/40Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/403Agent or workforce training
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/08Indicating faults in circuits or apparatus
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M7/00Arrangements for interconnection between switching centres
    • H04M7/0024Services and arrangements where telephone services are combined with data services
    • H04M7/0057Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network

Abstract

A computer readable medium adapted to control a computer and comprising a plurality of code segments for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided.
A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A
code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A
code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A
code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.

Description

METHOD AND SYSTEM FOR TRAINING A CUSTOMER SERVICE
REPRESENTATIVE BY ANALYSIS OF A TELEPHONIC INTERACTION
BETWEEN A CUSTOMER AND A CONTACT CENTER

DESCRIPTION
TECHNICAL FIELD

[0001] The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone coininunication between a customer and a contact center by applying a psychological behavioral model thereto.
BACKGROUND OF THE INVENTION
[0002] It is known to utilize telephone call centers to facilitate the receipt, response and routing of incoming telephone calls relating to customer service, retention, and sales.
Generally, a customer is in contact with a customer service representative ("CSR") or call center agent who is responsible for answering the customer's inquiries and/or directing the customer to the appropriate individual, department, infonnation source, or service as required to satisfy the customer's needs.
[0003] It is also well known to monitor calls between a customer and a call center agent.
Accordingly, call centers typically employ individuals responsible for listening to the conversation between the customer and the agent. Many coinpanies have in-house call centers to respond to customers complaints and inquiries. In many case, however, it has been found to be cost effective for a company to hire third party telephone call centers to handle such inquiries. As such, the call centers may be located thousands of miles away from the actual sought inanufacturer or individual. This often results in use of inconsistent and subjective methods of monitoring, training and evaluating call center agcrits.
These methods also may vary widely from call center to call center.
[0004] While monitoring such calls may occur in real time, it is often more efficient and usefiil to record the call for later review. Information gathered from the calls is typically used to monitor the performance of the call center agents to identify possible training needs. Based on the review and analysis of the conversation, a monitor will malce suggestions or recominendations to improve the quality of the customer interaction.
[0005] Accordingly, there is a need in customer relationship management ("CRM") for an objective tool usefiil in improving the quality of customer interactions witll agents and ultimately customer relationships. In particular, a need exists for an objective monitoring and analysis tool which provides information about a customer's perception of an interaction during a call. In the past, post-call data collection methods have been used to survey callers for feedback. This feedbaclc may be subsequently used by a supervisor or trainer to evaluate an agent. Although such surveys have enjoyed some degree of success, their usefulness is directly tied to a customer's willingness to provide post-call data.
[0006] More "passive" methods have also been employed to collect data relating to a customer's in-call experience. For exainple, U.S. Patent No. 6,724,887 to Eilbacher et al. is directed to a method and system for analyzing a customer cominunication with a contact center. According to Eilbacher, a contact center may include a monitoring system which records customer coinmunications and a customer experience analyzing unit which reviews the customer communications. The customer experience analyzing unit identifies at least one parameter of the customer coinnninications and automatically determines whether the identified parameter of the customer communications indicates a negative or unsatisfactory experience. According to Eilbacher, a stress analysis may be perfoi7iled on audio telephone calls to deteniline a stress paranleter by processing the audio portions of the telephone calls.
From this, it can then be determined whetller the customer experience of the caller was satisfactory or unsatisfactory.
[0007] While the method of Eilbacher provides some benefit with respect to reaching an ultimate conclusion as to whetlier a customer's experience was satisfactory or unsatisfactory, the method provides little insight into the reasons for an experiential outcome. As such, the method of Eilbacher provides only liinited value in training agents for futare customer communications. Accordingly, there exists a need for a system that analyzes the underlying behavioral characteristics of a customer and agent so that data relating to these behavioral characteristics can be used for subsequent analysis and training.
[0008] Systems such as stress analysis systems, spectral analysis models and word-spotting models also exist for determining certain characteristics of audible sounds associated with a communication. For example, systems such as those disclosed in U.S.
Patent No.
6,480,826 to Pertrushin provide a system and method for determining emotions in a voice signal. However, lilce Eilbacher, these systems also provide only limited value in training customer service agents for future customer interactions. Moreover, such niethods have limited statistical accuracy in determining stimuli for events occurring throughout an interaction.
[0009] It is well lazown that certain psychological behavioral models have been developed as tools to evaluate and understand how and/or why one person or a group of people interacts with another person or group of people. There exists a need for a system and method that analyzes the underlying behavioral characteristics of a customer and agent coinmunication by automatically applying a psychological behavioral model to the communication.
[0010] Devices and software for recording and logging calls to a call center are well lrnown. However, application of word-spotting analytical tools to recorded audio communications can pose problems. Devices and software that convert recorded or unrecorded audio signals to text files are also lciown the art. But, translation of audio signals to text files often results in lost voice data due to necessary conditioning and/or compression of the audio signal. Accordingly, a need also exists to provide a system that allows a contact center to capture audio signals and telephony events with sufficient clarity to accurately apply a linguistic-based psychological behavioral analytic tool to a telephonic coininunication.
[0011] The present invention is provided to solve the problems discussed above and other problems, and to provide advantages and aspects not previously provided. A
full discussion of the features and advantages of the present invention is deferred to the following detailed description, which proceeds with reference to the accoinpanying drawings.

SUMMARY OF THE INVENTION
[0012] According to the present invention, a metliod for analyzing a telephonic coinmunication between a customer and a contact center is provided. According to the metliod, a telephonic coininunication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetennined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated wliich corresponds to the analyzed voice data.
[0013] According to another aspect of the present invention, the telepllonic communication is received in digital foi7nat. The step of separating the coinmunication into at least a first and second constituent voice data coinprises the steps of identifying a communication protocol associated with the telephonic coinmunication, and recording the telephonic coinmunication to a first electronic data file. The first electronic data file is comprised of a first and second audio track. The first constituent voice data is automatically recorded on the first audio track based on the identified coininunication protocol, and the second constituent voice data is automatically recorded on the second audio track based on the identified coimnunication protocol. At least one of the first and second constituent voice data recorded on the corresponding first and second track is separated from the first electronic data file. It is also conteinplated that two first data files can be created, wherein the first audio track is recorded to one of the first data file and the second audio track is recorded to the other first data file.
[0014] According to another aspect of the present invention, the nlethod described above further comprises the step of generating a text file before the analyzing step. The text file includes a textual translation of either or both of the first and second constituent voice data. The analysis is then perfonned on the translated constittient voice data in the text file.
[0015] According to another aspect of the present invention, the predetern-iined linguistic-based psychological behavioral model is adapted to assess distress levels in a communication. Accordingly, the method fiirther comprises the step of generating distress assessment data corresponding to the analyzed second constituent voice data.
[0016] According to yet another aspect of the present invention event data is generated. The event data corresponds to at least one identifying indicia and tinle interval.
The event data includes at least one of behavioral assessment data or distress assessment data.
It is also conteinplated that botll behavioral assessment data and distress assessment data are included in the event data.
[0017] According to still another aspect of the present invention, the telephonic coinmunication is one of a plurality of telephonic cominunications.
Accordingly, the method further comprises the step of categorizing the telephonic communication as one of a plurality of call types and/or customer categories. The telephonic connnunication to be analyzed is selected from the plurality of telephonic conimunications based tipon the call type and/or the customer category in which the telephonic commtniication is categorized.
[0018] According to still another aspect of the present invention, a responsive communication to the telephonic communication is automatically generated based on the event data generated as result of the analysis.
[0019] According to another aspect of the present invention, a computer program for analyzing a telephonic coinmunication is provided. The computer prograin is embodied on a coniputer readable storage medium adapted to control a computer. The conzputer program comprises a plurality of code segments for performing the analysis of the telephonic coinmunication. In particular, a code seginent separates a telephonic connnunication into first constituent voice data and second constituent voice data. The computer prograin also has a code segment that analyzes one of the first and second voice data by applying a predetermined psychological behavioral model to one of the separated first and second constituent voice data. And, a code segment is provided for generating behavioral assessment data corresponding to the analyzed constituent voice data.
[0020] According to yet another aspect of the present invention, the computer progranz comprises a code segiiient for receiving a telephonic communication in digital foi-inat. The telephonic communication is comprised of a first constituent voice data and a second constituent voice data. A code segment identifies a communication protocol associated with the telephonic communication. A code segment is provided for separating the first and second constituent voice data one from the other by recording the telephonic communication in stereo forinat to a first electronic data file. The first electronic data file includes a first and second audio track. The first constituent voice data is automatically recorded on the first audio track based on the identified cominunication protocol, and the second constituent voice data is autoniatically recorded on the second audio track based on the identified conlmunication protocol.
[0021] A code segment applies a non-linguistic based analytic tool to the separated first constituent voice data and generates phone event data corresponding to the analyzed first constituent voice data. A code seginent is provided for translating the first constituent voice data into text foi7nat and storing the translated first voice data in a first text file. A code segment analyzes the first text file by inining the text file and applying a predetennined linguistic-based psychological behavioral model to the text file. Eitlier or both of behavioral assessment data and distress assessment data coiTesponding to the analyzed first voice data is generated therefrom.
[0022] According to another aspect of the present invention, the above analysis is performed on the second constituent voice data. Additionally, a code segmeat is provided for generating call assessment data by conlparatively analyzing the behavioral assessment data and distress assessment data corresponding to the analyzed first voice data and the behavioral assessment data and distress assessment data corresponding to the analyzed second voice data. The computer program has a code seginent for outputting event data which is comprised of call assessment data corresponding to at least one identifying indicia and at least one predetennined time interval.
[0023] According to still another aspect of the present invention, a method for analyzing an electronic communication is provided. The metliod comprises the step of receiving an electronic communication in digital format. The electronic coinmunication includes communication data. The coininttnication data is analyzed by applying a predetermined linguistic-based psychological behavioral model thereto. Behavioral assessment data corresponding to the analyzed communication data is generated therefrom.
[0024] The method described can be einbodied in a computer prograni stored on a computer readable media. The a coinputer program would include code seginents or routines to enable all of the functional aspects of the interface described or shown herein [0025] According to another aspect of the invention, a coinputer program for training a customer service representative by analyzing a telephonic coinniunication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identif-ying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A
code seginent identifies a pre-recorded second telephonic connnunication coi.-responding to the selected identifying criteria. The second telephonic cominunication has second event data associated therewith. A code seginent conlpares the identified pre-recorded second telephonic communication to the identified first telephonic conimunication within the coaching assessment data. A code seginent generates a notification based on the comparison of the identified pre-recorded second telephonic conununication with the identified first telephonic coininunication within the coaching assessment data.
[0026] According to yet another aspect of the present invention, a code segnient generates a first performance score for the coaching assessinent. A code seginent generates a second performance score for the pre-recorded second telephonic cominunication. The notification is generated based on a comparison of first perfornnance score with the second performance score.
[0027] According to still anotlier aspect of the present invention, a code segnlent identifies a plurality of pre-recorded first telephonic communications based on at least one identifying criteria. Each of the first telephonic communications has first event data associated therewith. A code seginent for identifies a plurality of pre-recorded second telephonic communications based on at least one identifying criteria. Each of the second telephonic coinmunications having second event data associated therewith. A
code segment generates a first performance score for each of the ph.trality of prerecorded first telephonic communications and a code segment for generates a second perfonnance score for each of the plurality of prerecorded second telephonic connnunications. A code segment generates a notification if a predetemiined number of second perfoi7nance scores are at least one of less than a predetennined threshold of the first performance scores and greater than a predetennined threshold of the first performance scores.
[0028] According to another aspect of the present invention, a computer prograin for training a customer seivice representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code seginent identifies a pre-recorded first telephonic corrimunications corresponding to the selected identifying criteria. The first telephonic communication having first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic comnuuiication.
A code segment conipares the identified first telephonic cominunication within the coaching assessment data with a predetermined identifying criteria value tlueshold. A code seginent generates a notification based on the comparison of the identified first telephonic communication witli the coaching assessment data witli a predetermined identifying criteria value tlireshold.
[0029] According to yet another aspect of the invention, a code segment generates a first perforinance score for the coaching assessnlent data. A code seginent generates a second performance for the identifying criteria value threshold. A code segment for generates a notification. The notification is generated based on a comparison of first perfonnance score and the second performance score.
[0030] According to another aspect of the invention, a code seginent identifies a plurality of pre-recorded first telephonic coinmunications based on at least one identifying criteria.
Each of the first telephonic communications having first event data associated therewith. A
code segment generates a first perfonnance score for each of the plurality of prerecorded first telephonic communications based on the at least one identif-ying criteria. A
code segnient generates a second perfornlance score based on the identifying criteria value threshold. A
code segment generates a notification. The notification is generated if a predetennined thresllold of first performance scores are at least one of less than the second perfonnance score and greater than the second perfonnance scores.
[0031] According to still another aspect of the present invention, the computer prograin fitrther comprises a code seginent for generating a graphical user interface ("GUI"). The GUI
is adapted to display a first field for enabling identification of customer interaction event information on a display. The customer interaction event infonnation includes call assessment data based on the psychological behavioral model applied to the analyzed constituent voice data of each customer interaction event. The computer program also includes a code seginent for receiving input from a user for identifying at least a first customer interaction event. A code segment is also provided for displaying the customer interaction event inforniation for the first customer interaction event.
[0032] According to one aspect of the present invention, the GUI enables a user of the system to locate one or more caller interaction events (i.e., calls between a caller and the call center), and to display inforination relating to the event. In particular, the graphical user interface provides a visual field showing the results of the psychological behavioral model that was applied to a separated voice data from the caller interaction event.
Moreover, the interface can include a link to an audio file of a selected caller interaction event, and a visual representation that tracks the portion of the caller interaction that is currently heard as the audio file is being played.
[0033] According to one aspect of the invention, the graphical user interface is incorporated in a system for identifying one or more caller interaction events and displaying a psychological behavioral model applied to a separated voice data of a customer interaction event. The system comprises a computer coupled to a display and to a database of caller interaction event information. The caller interaction event infonilation includes data resulting from application of a psychological behavioral model to a first voice data separated from an audio wave fomi of a caller interaction event. Additionally, the caller event information can also include additional infonnation concerning eacll call, such as statistical data relating to the caller interaction event (e.g., time, date and length of call, caller identification, agent identification, hold times, transfers, etc.), and a recording of the caller interaction event.
[0034] The system also includes a processor, either at the user's computer or at anotlier computer, such as a central server available over a networlc comlection, for generating a graphical user interface on the display. The graphical user interface coinprises a selection visual field for enaUling user input of caller interaction event paraineters for selection of at least a first caller interaction event and/or a plurality of caller interaction events. The caller interaction event parameters can include one or more caller interaction event identifying characteristic. These characteristics can include, for exainple, the caller's name or other identification infonnation, a date range, the agent's name, the call center identification, a supervisor identifier, etc. For example, the graphical user interface can enable a user to select all caller interaction events for a particular caller; or all calls handled by a particular agent.
Both examples can be narrowed to cover a specified tinie period or interval.
The interface will display a selected caller interaction event field which provides identification of caller interaction events corresponding to the user input of caller interaction event paranieters..
[0035] The grapllical user interface also includes a conversation visual field for displaying a time-based representation of characteristics of the caller interaction event(s) based on the psychological behavioral model. These characteristics were generated by the application of a psychological behavioral model to a first voice data separated from an audio wave form of a caller interaction event which is stored as part of the caller interaction event infonnation.
[0036] The conversation visual field can include a visual linlc to an audio file of the caller interaction event(s). Additionally, it may also include a graphical representation of the progress of the first caller interaction event that corresponds to a portion of the audio file being played. For example, the interface may show a line representing the call and a moving pointer marlcing the position on the line coiTesponding to the poi.-tion of the event being played. Additionally, the time-based representation of characteristics of the caller interaction event can include graphical or visual characteristic elements which are also displayed in the conversation visual field. Moreover, the characteristic elements are located, or have pointers to, specific locations of the graphical representation of the progress of the event corresponding to where the element was generated by the analysis.
[0037] The grapliical user interface further includes a call statistics visual field selectable by a user for displaying statistics pertaining to the caller interaction events. The statistics in the call statistics visual field can include, for example: call duration, caller talk tiine, agent tallc time, a caller satisfaction score, an indication of the numUer of silences greater than a predetermined time period, and an agent satisfaction score.
[0038] The grapliical user interface can also include a numUer of otller visual fields. For example, the graphical user interface can include a caller satisfaction report field for displaying one or more caller satisfaction reports, or a user note field for enabling a user of the system to place a note witli the first caller interaction event.
[0039] In accordance with anotlier embodiment of the invention, a method for identifying one or more caller interaction events and displaying an analysis of a psychological behavioral model applied to a separated voice data from the caller interaction event colnprises providing a grapliical user interface for displaying a first field for enabling identification of caller interaction event infonnation on a display, the caller interaction event information including analysis data based on a psychological behavioral model applied to a first separated voice data of each caller interaction event; receiving input from a user for identifying at least a first caller interaction event; and, displaying the caller interaction event infoi7nation for the first caller interaction event on the display. The step of receiving input from a user can include receiving at least one or more of a caller identifier, a call center identifier, an agent identifier, a supervisor identifier, and a date range.
[0040] The step of displaying the caller interaction event infonnation for the first caller interaction event on the display can include displaying a time-based representation of characteristics of the first caller interaction event based on the psychological Uehavioral model. The method can also include providing an audio file of the first caller interaction event. In this regard, the displaying of the time-based representation of characteristics of the first caller event based on the psychological behavioral model can include displaying a graphical representation of the progress of the first caller interaction event that corresponds to a portion of the audio file being played.
[0041] The grapllical user interface can be generated by a user's local computer, or from a remote server coupled to the user's computer via a networlc comlection. In this latter instance, the method can fiirtlier include creating a web page containing the grapllical user interface that is downloadable to a user's con-iputer, and downloading the page via the network comiection.
[0042] The method can include providing other visual fields for enabling other funetions of the system. For example, the method can include providing a field in the grapllical user interface for enabling a user to place a note with the information for the first caller interaction event.
[0043] The grapliical user interface described can be embodied in a computer program stored on a coinputer readable media. The a computer program would include code seginents or routines to enable all of the fanctional aspects of the interface described or shown herein.
[0044] Otller features and advantages of the invention will be apparent from the following specification talcen in conjunction with the following drawings.

BRIEF DESCRIPTION OF THE DRAWINGS
[0045] To understand the present invention, it will now be described by way of exainple, with reference to the accompanying drawings in which:

FIG. 1 is a block diagram of call center;
FIG. 2 is a block diagrain of the recording engine and behavioral analysis engine according to the present invention;
FIG. 3 is a block diagram of a coinputer used in connection with the present invention;
FIG. 4 is a flow chart illustrating the process of analyzing a telephonic coinniunication in accordance with the present invention;
FIG. 5 is a flow chart illustrating the process of analyzing a telephonic communication in accordance with the present invention;
FIG. 6 is a flow chart illustrating the process of analyzing a telephonic connnunication in accordance with the present invention;

FIG. 7 is a block diagram of a telephonic comnninication system according to the presentinvention;
FIG. 8 is a block diagram of a telephonic communication system according to the present invention;
FIG. 9 is a block diagram of a telephonic cominunication system witlz a multi-port PSTN module according to the present invention;
FIG. 10 is a flow chart illustrating the process of recording and separating a telephonic conzmunication in accordance witli the present invention;
FIG. 11 is a flow chart illustrating the process of recording and separating a telephonic conzmunication in accordance with the present invention;
FIG. 12 is a flow chart illustrating the process of analyzing separated constituent voice data of a telephonic coininunication in accordance with the present invention;
FIG. 13 is a flow chart illustrating the process of analyzing separated constituent voice data of a telephonic communication in accordance witli the present invention;
FIGS. 14-32 are graphical user interface screens of the resultant output from the process of analyzing voice data of a telephonic cominunication in accordance with the present invention;
FIG. 33 is a flow chart illustrating the process the training the call center agent by analyzing a telephonic communication; and, FIG. 34-36 are graphical user interface screens of the resultant output from the process of analyzing voice data of a telephonic communication in accordance with the present invention.
DETAILED DESCRIPTION
[0046] While this invention is susceptible of embodiments in many different fonns, there is shown in the drawings and will herein be described in detail preferred einhodiments of the invention with the understanding that the present disclosure is to be considered as an exeniplification of the principles of the invention and is not intended to limit the broad aspect of the invention to the embodiments illustrated.
[0047] RefeiTing to FIGS. 1-32, a inethod and system for analyzing an electronic communication between a customer and a contact center is provided. A"contact center" as used herein can include any facility or system server suitable for receiving and recording electronic communications from customers. Such communications can include, for example, telephone calls, facsimile transmissions, e-mails, web interactions, voice over IP ("VoIP") and video. It is contemplated that these coinmunications may be transmitted by and through any type of telecommunication device and over any mediuin suitable for carrying data. For example, the communications may be transmitted by or through teleplione lines, cable or wireless communications. As shown in FIG. 1, The contact center 10 of the present invention is adapted to receive and record varying electronic con-ununications 11 and data fonnats that represent an interaction that may occur between a customer (or caller) 7 and a contact center agent 9 during fulfillment of a customer/agent transaction.
[0048] As shown in FIG. 2, the present method and system for analyzing an electronic communication between a customer 7 and a contact center 10 coinprises a recording engine 2 and an behavioral analysis engine 3. As will be described in fitrtlier detail, an audio communication signal is recorded, separated into constituent audio data, and analyzed in accordance with the inethods described below. It is contemplated that the method for analyzing an electronic cominunication between a customer 7 and a contact center 10 of the present invention can be implemented by a computer prograin. Now is described in more specific terms, the computer hardware associated with operating the computer program that may be used in connection with the present invention.
[0049] Process descriptions or blocks in figures should be understood as representing modules, segments, or portions of code wliich include one or more executable insthltctions for implementing specific logical functions or steps in tlie process. Alteniate implementations are included within the scope of the embodiments of the present invention in which fitnctions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the fiinetionality involved, as would be understood by those having ordinary slcill in the art.
[0050] FIG. 3 is a block diagram of a coinputer or server 12. For purposes of understanding the hardware as described herein, the tenils "computer" and "server" have identical meanings and are interchangeably used. Computer 12 includes control system 14.
The control system 14 of the invention can be implemented in software (e.g., finllware), hardware, or a combination tliereof. In the currently contemplated best mode, the control system 14 is iniplemented in software, as an executable program, and is executed by one or more special or general puipose digital computer(s), such as a personal computer (PC; IBM-compatible, Apple-conipatible, or otherwise), personal digital assistant, worlcstation, minicomputer, or mainframe computer. An example of a general purpose computer that can impleinent the control system 14 of the present invention is shown in FIG. 3.
The control system 14 may reside in, or have portions residing in, any computer such as, Uut not liinited to, a general purpose personal coinputer. Therefore, computer 12 of FIG. 3 may be representative of any coinputer in which the control system 14 resides or partially resides.
[0051] Generally, in tenns of hardware architecture, as shown in FIG. 3, the computer 12 includes a processor 16, memory 18, and one or more input and/or output (I/O) devices 20 (or peripherals) that are coinmunicatively coupled via a local interface 22. The local interface 22 can be, for example, but not limited to, one or more buses or other wired or wireless connections, as is lalown in the art. The local interface 22 may have additional elements, which are omitted for simplicity, such as controllers, buffers (caches), drivers, repeaters, and receivers, to enable communications. Further, the local interface may include address, control, and/or data connections to enable appropriate connnunications aniong the other computer coinponents.
[0052] The processor 16 is a hardware device for executing software, particularly software stored in memory 18. The processor 16 can be any custom made or commercially available processor, a central processing unit (CPU), an auxiliary processor among several processors associated with the computer 12, a semiconductor based microprocessor (in the fonn of a microcllip or chip set), a macroprocessor, or generally any device for executing software instructions. Examples of suitable connnercially available microprocessors are as follows: a PA-RISC series microprocessor from Hewlett-Packard Company, an 80x8 or Pentiuni series microprocessor from Intel Coiporation, a PowerPC
microprocessor from IBM, a Sparc microprocessor from Sun Microsystems, Inc., or a 8xxx series microprocessor from Motorola Corporation.
[0053] The memory 18 can include any one or a combination of volatile meinoiy elenlents (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM, etc.)) and nonvolatile memory elements (e.g., ROM, hard drive, tape, CDROM, etc.).
Moreover, memory 18 may incorporate electronic, magnetic, optical, and/or other types of storage media. The memory 18 can have a distributed architecture where various components are situated remote from one another, but can be accessed by the processor 16.
[0054] The software in memory 18 may include one or more separate programs, each of which conlprises an ordered listing of exectrtahle instructions for implementing logical functions. In the example of FIG. 3, the software in the memory 18 includes the control system 14 in accordance witll the present invention and a suitable operating system (O/S) 24.
A non-exhaustive list of exainples of suitable commercially available operating systems 24 is as follows: (a) a Windows operating system available from Microsoft Corporation; (b) a Netware operating system available from Novell, Inc.; (c) a Macintosh operating system available from Apple Computer, Inc.; (d) a UNIX operating system, which is available for purchase froin many vendors, such as the Hewlett-Packard Conzpany, Sun Microsystems, Inc., and AT&T Corporation; (e) a LINUX operating system, which is freeware that is readily available on the Internet; (f) a nui tiine Vxworlcs operating system from WindRiver Systems, Inc.; or (g) an appliance-based operating system, such as that iinplemented in handlield coinputers or personal digital assistants (PDAs) (e.g., PalmOS available from Pahn Computing, Inc., and Windows CE available from Microsoft Coiporation). The operating system 24 essentially controls the execution of other computer programs, such as the control system 14, and provides scheduling, input-output control, file and data management, memory management, and connnunication control and related services.
[0055] The control system 14 may be a source program, executable program (object code), script, or any other entity coinprising a set of instructions to be perfon.ned. When a source program, the progranl needs to be translated via a compiler, asseinUler, interpreter, or the like, which may or may not be included within the memoiy 18, so as to operate properly in connection with the O/S 24. Furthermore, the control system 14 can be written as (a) an object oriented prograinming language, which has classes of data and metlzods, or (b) a procedure prograinming language, which has routines, subroutines, and/or fitnctions, for example but not liinited to, C, C++, Pascal, Basic, Foitran, Cobol, Perl, Java, and Ada. In one embodiment, the control system 14 is written in C++. The I/O devices 20 may include input devices, for example but not liunited to, a keyboard, mouse, scanner, microphone, touch screens, interfaces for various medical devices, bar code readers, stylus, laser readers, radio-frequency device readers, etc. Furthennore, the I/O devices 20 may also include output devices, for example but not limited to, a printer, bar code printers, displays, etc. Finally, the I/O devices 20 may fixrther include devices that communicate both inputs and outputs, for instance but not limited to, a modulator/demodulator (modem; for accessing anotlier device, system, or network), a radio frequency (RF) or other transceiver, a telephonic interface, a bridge, a router, etc.
[0056] If the computer 12 is a PC, workstation, PDA, or the lilce, the software in the memory 18 may further include a basic input output system (BIOS) (not shown in FIG. 3).
The BIOS is a set of software routines that initialize and test hardware at startup, start the O/S
24, and support the transfer of data among the hardware devices. The BIOS is stored in ROM so that the BIOS can be executed when the coinputer 12 is activated.
[0057] When the computer 12 is in operation, the processor 16 is configured to execute software stored within the memory 18, to connnunicate data to and from the menioiy 18, and to generally control operations of the computer 12 pursuant to the software.
The control system 14 and the O/S 24, in wliole or in part, Uut typically the latter, are read by the processor 16, perhaps buffered within the processor 16, and then executed.
[0058] When the control system 14 is implemented in software, as is shown in FIG. 3, it should be noted that the control system 14 can be stored on any computer readable medium for use by or in coimection witli any computer related system or inetllod. In the context of this document, a"computer-readaUle mediuin" can be any means that can store, communicate, propagate, or transport the program for use by or in connection witlz the instruction execution system, apparatus, or device. The computer readable medium can be for example, but not liinited to, an electronic, magnetic, optical, electronlagnetic, infrared, or semiconductor system, apparatus, device, or propagation medium. More specific examples (a non-exhaustive list) of the computer-readahle medium would include the following: an electrical connection (electronic) having one or more wires, a portable computer diskette (inagnetic), a random access memory (RAM) (electronic), a read-only memory (ROM) (electronic), an erasable programmable read-only memoiy (EPROM, EEPROM, or Flash memory) (electronic), an optical fiber (optical), and a portable compact disc read-only memoiy (CDROM) (optical). The control system 14 can be embodied in any computer-readable mediuni for use by or in connection with an instruction execution system, apparatus, or device, such as a computer-based system, processor-containing system, or other system that can fetch the instructions from the instniction execution system, apparatus, or device and execute the instructions.
[0059] In another emUodiment, where tlle control system 14 is implemented in hardware, the control system 14 can be impleniented with any or a combination of the following technologies, which are each well laiown in the art: a discrete logic circuit(s) having logic gates for implementing logic fiulctions upon data signals, an application specific integrated circuit (ASIC) having appropriate combinational logic gates, a prograininable gate array(s) (PGA), a field programmaUle gate array (FPGA), etc.
[0060] FIGS. 4 illustrates the general flow of one einbodiment of the nzethod of analyzing voice data according to the present invention. As shown, an uncompressed digital stereo audio wavefoml of a conversation between a customer and a call center agent is recorded and separated into customer voice data and call center agent voice data 26. The voice data associated with the audio waveforin is then mined and analyzed using nnilti-stage linguistic and non-linguistic analytic tools 28. The analysis data is stored 30 and can be accessed by a user 31 (e.g., CSR supervisor) through an interface porta132 for subsequent review 32. The digital stereo audio wavefonn is coinpressed 34 and stored 36 in an audio file which is held on a media server 38 for suUsequent access through the interface porta132.
[0061] The metllod of the present invention is configured to postpone audio compression until analysis of the audio data is coniplete. This delay allows the system to apply the analytic tools to a truer and clearer hi-fidelity signal. The system employed in connection with the present invention also minimizes audio distortion, increases fidelity, elinlinates gain control and requires no additional filtering of the signal.
[0062] As shown in FIG. 6, according to one embodiment, the method of the present invention more specifically conlprises the step of separating a telephonic cominunication 2 into first constituent voice data and second constituent voice data 40. One of the first or second constittient voice data is tlien separately analyzed by applying a predetermined psychological Uehavioral model thereto 42 to generate behavioral assessment data 44. In one eniUodinient discussed in detail below, linguistic-based behavioral models are adapted to assess behavior based on behavioral signifiers within a communications are einployed. It is contemplated that one or inore psychological behavioral models may be applied to the voice data to generate behavioral assessment data therefronl.
[0063] The telephonic communication 2 being analyzed can be one of numerous calls stored within a contact center seiver 12, or communicated to a contact center during a given time period. Accordingly, the present metliod conteinplates that the telephonic comniunication 2 being subjected to analysis is selected fioin the plurality of telephonic comnntnications. The selection criteria for determining which connnunication should be analyzed may vaiy. For exainple, the conmlunications coming into a contact center can be automatically categorized into a ph.irality of call types using an appropriate algoritlnn. For example, the system may einploy a word-spotting algoritlun that categorizes communications 2 into particular types or categories based on words used in the connnunication. In one emUodiment, each communication 2 is automatically categorized as a sewice call type (e.g., a caller requesting assistance for servicing a previously purchased product), a retention call type (e.g., a caller expressing indignation, or having a significant life change event), or a sales call type (e.g., a caller purchasing an item offered by a seller). In one scenario, it may be desirable to analyze all of the "sales call type" con-imunications received by a contact center during a predetei-inined tiine fraine. In that case, the user would analyze each of the sales call type coinmunications from that time period by applying the predetennined psychological behavioral model to each such communication.
[0064] Altenzatively, the cominunications 2 may be grouped according to customer categories, and the user inay desire to analyze the cominunications 2 between the call center and communicants within a particular customer category. For example, it inay be desirable for a user to perforin an analysis only of a"platinum customers" category, consisting of high end investors, or a"higli volume distributors" categoiy coniprised of a user's best distributors.
[0065] In one embodiment the telephonic conununication 2 is telephone call in which a telephonic signal is transmitted. As many be seen in FIGS. 7 and 8, a customer sending a telephonic signal may access a contact center 10 through the public switched telephone networlc (PSTN) 203 and an automatic call distribution system (PBX/ACD) 205 directs the communication to one of a plurality of agent worlc stations 211, 213. Each agent worlc station 211, 213 includes, for example, a coinputer 215 and a telephone 213.
[0066] When analyzing voice data, it is preferable to worlc fiom a true and clear hi-fidelity signal. This is tnte both in instances in which the voice data is being translated into a text fonnat for analysis using a linguistic-based psychological behavioral model thereto, or in instance in wliich a linguistic-based psychological behavioral model is being applied directly to an audio wavefoinz, audio stream or file containing voice data.
[0067] FIG. 7 illustrates a telephonic connnunication system 201, such as a distributed private Uranch exchange (PBX), having a public switched telephone networlc (PSTN) 203 connected to the PBX through a PBX switch 205.
[0068] The PBX switch 205 provides an interface between the 1'~;TN 2U:3 ancL a local networlc. Preferably, the iiiterface is controlled by software stored on a telephony server 207 coupled to the PBX switch 205. The PBX switch 205, using interface software, connects trunlc and line station interfaces of the public switch telephone network 203 to stations of a local networlc or other peripheral devices contemplated by one skilled in the art. Further, in another embodiment, the PBX switch may be integrated within telephony server 207. The stations may include various types of comniunication devices connected to the networlc, including the telephony server 207, a recording server 209, telephone stations 211, and client personal computers 213 equipped with telephone stations 215. The local network may further include fax machines and modems.
[0069] Generally, in tei7ns of hardware architecture, the telephony seiver 207 includes a processor, memory, and one or more input andlor output (I/O) devices (or peripherals) that are cominunicatively coupled via a local interface. The processor can be any custom-made or cominercially available processor, a central processing unit (CPU), an auxiliary processor ainong several processors associated with the telephony server 207, a semiconductor based microprocessor (in the fonn of a microchip or chip set), a macroprocessor, or generally any device for executing software instructions. The meinory of the telephony server 207 can include any one or a con-tbination of volatile memory elements (e.g., random access menioiy (RAM, such as DRAM, SRAM, SDRAM, etc.)) and nonvolatile memoiy elements (e.g., ROM, hard drive, tape, CDROM, etc.). The telephony server 207 may fiirther include a keyboard and a mouse for control purposes, and an attached graphic monitor for oUseivation of software operation.
[0070] The telephony server 207 incoiporates PBX control software to control the iiiitiation and termination of connections between stations and via outside trunk comlections to the PSTN 203. In addition, the software may monitor the status of all telephone stations 211 in real-time on the networlc and may be capable of responding to telephony events to provide traditional telephone service. This may include the control and generation of the conventional signaling tones such as dial tones, busy tones, ring back tones, as well as the comiection a.nd teniiination of inedia streams between telephones on the local networlc.
Fttrtlier, the PBX control software may tise a multi-port module 223 and PCs to itnplement standard PBX ftinctions such as the initiation and terinination of telephone calls, either across the networlc or to outside trunlc lines, the ability to put calls on hold, to transfer, parlc and pick up calls, to conference mtiltiple callers, and to provide caller 11) nltonnation. 'l'elepllony applications such as voice mail and auto attendant may be impleinented by application software using the PBX as a network telephony services provider.
[0071] Referring to FIG. 9, in one emUodiment, the telephony server 207 is equipped with multi-port PSTN module 223 having circuitiy and software to implement a tnink interface 217 and a local networlc interface 219. The PSTN module 223 coinprises a control processor 221 to manage the transmission and reception of networlc messages between the PBX switch 205 and the telephony networlc server 207. The control processor 221 is also capable of directing networlc messages Uetween the PBX switch 205, the local network interface 291, the telephony networlc server 207, and the tnuik interface 217.
In the one embodinient, the local network uses Transmission Control Protocol/Internet Protocol (TCP/IP). The networlc messages may contain computer data, telephony transmission supervision, signaling and various media streams, such as audio data and video data. The control processor 221 directs networlc messages containing computer data from the PBX
switch 205 to the telephony networlc seiver 207 directly through the multi-port PSTN module 223.
[0072] The control processor 221 may include buffer storage and control logic to convert media streams from one format to another, if necessary, between the tnuzlc interface 217 and local networlc. The tntnlc interface 217 provides interconnection with the trunlc circuits of the PSTN 203. The local networlc interface 219 provides conventional software and circuitry to enable the telephony server 207 to access the local networlc. The buffer RAM
and control logic implement efficient transfer of media streams between the trunlc interface 217, the telephony server 207, the digital signal processor 225, and the local network interface 219.
[0073] The trunk interface 217 utilizes conventional telephony tnuilc transmission supervision and signaling protocols required to interface witli the outside tn.uilc circuits from the PSTN 203. The tn.inlc lines carry various types of telephony signals such as transmission supervision and signaling, audio, fax, or modem data to provide plain old telephone service (POTS). In addition, the trnuik lines may cariy other communication foiinats such T1, ISDN
or fiber service to provide telephony or multimedia data images, video, text or audio.
[0074] The control processor 221 manages real-time telephony event handling pertaining to the telephone trunk line interfaces, including managing the efficient use of digital sigiial processor resources for the detection of caller 11), ll'11VlE, call progress ancl otlier conventional forms of signaling found on trunk lines. The control processor 221 also nianages the generation of telephony tones for dialing and otller purposes, and controls the comiection state, impedance matching, and echo cancellation of individual tninlc line interfaces on the multi-port PSTN module 223.
[0075] Preferably, conventional PBX signaling is utilized between tnuilc and station, or station and station, such that data is translated into networlc messages that convey infonnation relating to real-time telephony events on the networlc, or instructions to the network adapters of the stations to generate the appropriate signals and behavior to support norinal voice communication, or instructions to connect voice media streams using standard coimections and signaling protocols. Networlc messages are sent from the control processor 221 to the telephony server 207 to notify the PBX software in the telephony server 207 of real-time telephony events on the attached trunlc lines. Network messages are received from the PBX
Switch 205 to implement telephone call supervision and may control the set-up and elimination of media streams for voice transmission.
[0076] The local network interface 219 includes conventional circuitry to interface with the local networlc. The specific circuitry is dependent on the signal protocol utilized in the local network. In one einbodiment, the local networlc may be a local area networlc (LAN) utilizing IP telephony. IP telephony integrates audio and video streain control witli legacy telephony functions and inay be supported through the H.323 protocol. H.323 is an International Telecommunication Union-Telecoininunications protocol used to provide voice and video services over data networlcs. H.323 pei7nits users to make point-to-point audio and video phone calls over a local area network. IP telephony systems can be integrated with the public telephone system tllrough a local networlc interface 219, such as an IP/PBX-PSTN
gateway, tliereby allowing a user to place telephone calls from an enabled computer. For example, a call from an IP telephony client to a conventional telephone would be routed on the LAN to the IP/PBX-PSTN gateway. The IP/PBX-PSTN gateway translates H.323 protocol to conventional telephone protocol and routes the call over the conventional telephone networlc to its destination. Conversely, an incoming call from the PSTN 203 is routed to the IP/PBX-PSTN gateway and translates the conventional telephone protocol to H.323 protocol.
[0077] As noted above, PBX tninlc control inessages are transmitted ironi the telepnony server 207 to the control processor 221 of the multi-port PSTN. In contrast, network messages containing media streams of digital representations of real-time voice are transmitted between the trunlc interface 217 and local network interface 219 using the digital signal processor 225. The digital signal processor 225 may include buffer storage and control logic. Preferably, the buffer storage and control logic iunplement a first-in-first-out (FIFO) data buffering scheme for transmitting digital representations of voice audio between the local networlc to the trunlc interface 217. It is noted that the digital signal processor 225 may be integrated with the control processor 221 on a single microprocessor.
[0078] The digital signal processor 225 may include a coder/decoder (CODEC) comiected to the control processor 221. The CODEC may be a type TCM29c13 integrated circuit made by Texas Instruments, Inc. In one einbodiment, the digital signal processor 225 receives an analog or digital voice signal from a station within the networlc or from the trunlc lines of the PSTN 203. The CODEC convei.-ts the analog voice signal into in a digital from, such as digital data packets. It should be noted that the CODEC is not used when comiection is made to digital lines and devices. From the CODEC, the digital data is transmitted to the digital signal processor 225 where telephone fiulctions take place. The digital data is then passed to the control processor 221 wliich accuinulates the data bytes from the digital signal processor 225. It is preferred that the data bytes are stored in a first-in-first-out (FIFO) memory buffer until there is sufficient data for one data packet to be sent according to the particular network protocol of the local network. The specific nunzber of bytes transmitted per data paclcet depends on network latency requirements as selected by one of ordinary slcill in the art. Once a data paclcet is created, the data paclcet is sent to the appropriate destination on the local networlc through the local network interface 219. Among other infonnation, the data packet contains a source address, a destination address, and audio data.
The source address identifies the location the audio data originated fiom and the destination address identifies the location the audio data is to be sent.
[0079] The system pennits bi-directional connnunication by iniplementing a return patli allowing data from the local networlc, through the local networlc interface 219, to be sent to the PSTN 203 through the multi-line PSTN irunlc interface 217. Data streams from the local networlc are received by the local networlc interface 219 and translated from the protocol utilized on the local networlc to the protocol utilized on the PSTN 203. The conversion of data may be performed as the inverse operation of the conversion described above relating to the IP/PBX-PSTN gateway. The data stream is restored in appropriate fonn suitable for transmission tlhrougli to either a coiulected telephone 211, 215 or an interface truiilc 217 of the PSTN module 223, or a digital interface such as a T1 line or ISDN. In addition, digital data may be converted to analog data for transmission over the PSTN 203.
[0080] Generally, the PBX switch of the present invention may be iinplemented with hardware or virtually. A hardware PBX has equipment located local to the user of the PBX
system. The PBX switch 205 utilized may be a standard PBX mantifactured by Avaya, Siemens AG, NEC, Nortel, Toshiba, Fujitsu, Vodavi, Mitel, Ericsson, Panasonic, or InterTel.
In contrast, a virtual PBX has equipment located at a central telephone service provider and delivers the PBX as a seivice over the PSTN 203.
[0081] As illustrated in FIG. 1, the system includes a recording server 209 for recording and separating network messages transmitted within the system. The recording server 209 may be connected to a port on the local networlc, as seen in FIG. 1.
Alteniatively, the recording server 209 may be connected to the PSTN trnink line as illustrated in FIG. lA. The recording server 209 includes a control system software, such as recording software. The recording software of the invention can be implemented in software (e.g., finnware), hardware, or a combination tliereof. In the currently contemplated best mode, the recording software is implemented in software, as an executaUle program, and is executed by one or more special or general purpose digital coniputer(s), such as a personal computer (PC; IBM-compatible, Apple-compatible, or otherwise), personal digital assistaiit, worlcstation, ininicompttter, or mainframe computer. An example of a general purpose computer that can iinplement the recording software of the present invention is shown in FIG. 3.
The recording software may reside in, or have portions residing in, any computer such as, Uut not liinited to, a general puipose personal computer. Therefore, recording server 209 of FIG. 3 may be representative of any type of computer in which tl-ie recording software resides or partially resides.
[0082] Generally, hardware architecture is the same as that discussed above and shown in FIG. 3. Specifically, the recording server 209 includes a processor, memoiy, and one or more input and/or output (I/O) devices (or peripherals) that are connnunicatively coupled via a local interface as previously described. The local interface can be, for example, Uut not limited to, one or more buses or otlier wired or wireless connections, as is lcnown in the art.

The local interface inay have additional eleinents, which are omitted for sunplicity, such as controllers, buffers (caches), drivers, repeaters, and receivers, to enable communications.
Further, the local interface may include address, control, and/or data comiections to enable appropriate coininunications ainong the otlier computer components.
[0083] As noted above, the recording server 209 incorporates recording software for recording and separating a signal based on the source address and/or destination address of the signal. The method utilized by the recording seiver 209 depends on the coininunication protocol utilized on the comniunication lines to wliich the recording server 209 is coupled. In the coininunication system contemplated by the present invention, the signal carrying audio data of a communication between at least two users may be an analog signal or a digital signal in the fonn of a networlc message. In one embodiinent, the signal is an audio data transmitted according to a signaling protocol, for example the H.323 protocol described above.
[0084] An example of a coininunication between an outside caller and a call center agent utilizing the present system 200 is illustrated in FIG. 10 and described herein. In the enlUodiment of FIG. 10, when an outside caller reaches the system through the multi-line interface tn.uilc 217, their voice signal is digitized (if needed) in the mamier described above, and converted into digital data paclcets 235 according to the communication protocol utilized on the local network of the system. The data packet 235 comprises a source address identifying the address of the outside caller, a destination address identifying the address of the call center agent, and first constituent audio data comprising at least a portion of the outside callers voice. The data packet 235 can fiu-tlier comprise routing data identifying how the data packet 235 should be routed tlirough the system and other relevant data. Once the data paclcet 235 is created, the data packet 235 is sent to the appropriate destination on the local networlc, such as to a call center agent, through tlie local networlc interface 219. The PBX and/or an automatic call distriUutor (ACD) can deterinine the initial conlmunication setup, such as the connection state, impedance matcliing, and echo cancellation, according to predetermined criteria.
[0085] Similar to the process described above, when the call center agent spealcs, their voice is digitized (if needed) and converted into digital data paclcet 235 according to the connnunication protocol utilized on the local networlc. The data paclcet 235 coinprises a source address identifying the address of the call center agent, a destination address identifying the address of the outside caller, and second constitLient audio data coinprismg at least a portion of the call center agent's voice. The data packet 235 is received by the local network interface 219 and translated from the corninunication protocol utilized on the local networlc to the coinmunication protocol utilized on the PSTN 203. The conversion of data can be performed as described above. The data paclcet 235 is restored in appropriate fonn suitable for transmission tlirough to eitlier a coiuiected telephone 211, 215 or a interface trunlc 217 of the PSTN module 223, or a digital interface such as a T1 line or ISDN.
In addition, digital data can be converted to analog data for transmission through the PSTN
203.
[0086] The recording seiver 209 receives either a data packet 235 comprising:
the source address identifying the address of the outside caller, a destination address identifying the address of the call center agent, and the first constituent audio data comprising at least a portion of the outside callers voice; or a data packet 235 comprising a source address identifying the address of the call center agent, a destination address identifying the address of the outside caller, and second constituent audio data coinprising at least a portion of the customer's agent voice. It is understood by one of ordinary slcill in the art that the recording server 209 is programmed to identify the communication protocol utilized by the local networlc and extract the audio data within the data packet 235. In one einbodiment, the recording server 209 can automatically identify the utilized communication protocol from a plurality of communication protocols. The plurality of communication protocols can be stored in local memory or accessed from a remote database.
[0087] The recording server 209 coinprises recording software to record the communication session between the outside caller and the call center agent in a single data file in a stereo foniiat. The first data file 241 has at least a first audio track 237 and a second audio track 237. Once a telephone connection is established between an outside caller and a call center agent, the recording software creates a first data file 241 to record the communication between the outside caller and the call center agent. It is contemplated that the entire conimunication session or a portion of the comniunication session can be recorded.
[0088] Upon receiving the data packet 235, the recording seiver 209 determines whetller to record the audio data contained in the data paclcet 235 in either the first audio track 237 or the second audio track 239 of the first data file 241 as determined by the source address, destination address, and/or the audio data contained witllin the received data paclcet 235.
Altenlatively, two first data files can be created, wherein the first audio track is recorded to the one of the first data file and the second audio track is recorded to the second tirst data tile.
In one embodiment, if the data packet 235 comprises a source address identifying the address of the outside caller, a destination address identifying the address of the call center agent, and first constituent audio data, the first constituent audio data is recorded on the first audio track 237 of the first data file 241. Siinilarly, if the data paclcet 235 coinprises a source address identifying the address of the call center agent, a destination address identifying the address of the outside caller, and second constituent audio data, the second constituent audio data is recorded on the second audio track 239 of the first data file 241. It should be noted the first and second constituent audio data can be a digital or analog audio wavefonn or a textual translation of the digital or analog wavefonn. The recording process is repeated until the communication link between the outside caller and call center agent is tenninated.
[0089] As noted above, the recording server 209 can be connected to the tn.uilc lines of the PSTN 203 as seen in FIG. 8. The PSTN 203 can utilize a different protocol and therefore, the recording seiver 209 is configured to identify the conununication protocol utilized by the PSTN 203, recognize the source and destination address of a signal and extract the audio data from the PSTN 203. The recording server 209 is programmed in a manner as known to one of ordinary slcill in the art.
[0090] As shown in FIG. 10, once the connnunication linlc is tenninated, the recording server 209 ends the recording session and stores the single data file having the recorded communication session in memory. After the first data file is stored in menzory, the recording server 209 can extract eitlier or both of the first constituent audio data from the first audio track of the first data file or the second constituent audio data from the second audio track of the first data file. In one embodiment, the first constituent audio data extracted from the first audio track is stored in a first constituent data file 243.
Similarly, the second constituent audio data extracted from the second audio track can be stored in a second constituent data file 245. The first and second constituent data files 243, 245 can be compressed before Ueing stored in nlemoiy. The extracted data can be in the fonn of a digital or analog audio wavefonn or can be a textual translation of the first or second constituent audio data. It is contemplated that either or both of the first constituent data file 243 or the second constituent data file 245 can be ftirtlier analyzed or processed. For example, among other processes and analyses, filtering teclmiques can be applied to the first constituent data file and/or the second constittient data file. Moreover, event data, such as silence periods or over-talking, can be identified througli analysis tecluziques laiown to those slcilled in the art.
[0091] Furtlier, as illustrated in FIG. 10, the first constituent data file 243 and second constituetlt data file 245 can be merged together into a single second data file 247. The first and second constituent data files can be merged in a stereo foi7nat wliere the first constituent audio data from the first constituent data file 243 is stored on a first audio track of the second data file 247 and the second constitLient audio data from the second constituent data file 245 is stored on a second audio track of the second data file 247. Altei7iatively, the first and second constituent data files can be merged in a mono foi7nat where the first constituent audio data from the first constituent data file 243 and the second constituent audio data from the second constituent data file 245 are stored on a first audio track of the second data file 247. Additionally, the first and second constituent audio data can be merged into a document having a textual translation of the audio data. In such a case, identifiers can be associated with each of the merged first and second constituent audio data in order to associate the merged first constituent audio data with the outside caller, and associate the merged second constituent audio data with the call center agent. The second data file 247 can be compressed before being stored in meinoiy.
[0092] It is known in the art that "cradle-to-grave" recording may be used to record all information related to a particular telephone call from the time the call enters the contaet center to the later of: the caller hanging up or the agent completing the transaction. All of the interactions during the call are recorded, including interaction with an IVR
system, time spent on hold, data keyed through the caller's lcey pad, conversations with the agent, and screens displayed by the agent at his/her station during the transaction.
[0093] As shown in FIGS. 11-13, once the first and second constitLient voice data are separated one from the other, each of the first and second constituent voice data can be independently niined and analyzed. It will be understood that "mining" as referenced herein is to be considered part of the process of analyzing the constituent voice data. It is also conteniplated by the present invention that the mining and behavioral analysis be condticted on either or both of the constittient voice data.
[0094] Even with conventional audio mining teclmology, application of linguistic-based psychological beliavioral models directly to an audio file can be veiy difficult. In particular, disparities in dialect, phonemes, accents and inflections can inipede or render burdensome accurate identification of words. And while it is contemplated by the present invention that mining and analysis in accordance witli the present invention can be applied directly to voice data configured in audio forinat, in a preferred embodinlent of the present invention, the voice data to be mined and analyzed is first translated into a text file. It will be understood by those of slcill that the translation of audio to text and subsequent data mining may be accomplished by systems known in the art. For example, the method of the present invention may einploy software such as that sold under the brand name Audio Mining SDK
by Scansoft, Inc., or any otlier audio mining software suitable for such applications.
[0095] As shown in FIGS. 11-13, the separated voice data is niined for behavioral sigiiifiers associated with a linguistic-based psychological behavioral model.
In particular, the inethod of the present invention searches for and identifies text-based lceywords (i.e., behavioral signifiers) relevant to a predetennined psychological behavioral model.
[0096] The resultant behavioral assessment data 55 is stored in a database so that it may subsequently be used to comparatively analyze against behavioral assessment data derived from anal.ysis of the other of the first and second constituent voice data 56.
The software considers the speech segment pattenls of all parties in the dialog as a wliole to refine the behavioral and distress assessment data of each party, making sure that the final distress and behavioral results are consistent witli patterns that occur in human interaction. Alternatively, the raw behavioral assessment data 55 derived from the analysis of the single voice data may be used to evaluate qualities of a single communicant (e.g., the customer or agent behavioral type, etc.). The results generated by analyzing voice data througll application of a psychological behavioral model to one or both of the first and second constituent voice data can be graphically illustrated as discussed in fiirther detail below.
[0097] It should be noted that it is contemplated that any lulown linguistic-based psychological behavioral model be enlployed without departing froin the present invention.
It is also conteinplated that more than one linguistic-based psychological behavioral model be used to analyze one or both of the first and second constittient voice data.
[0098] In addition to the behavioral assessment of voice data, the method of the present invention may also employ distress analysis to voice data. As may be seen in FIG. 2, linguistic-based distress analysis is preferably conducted on Uoth the textual translation of the voice data and the audio file containing voice data. Accordingly, linguistic-uasea anaiytie tools as well as non-linguistic analytic tools may be applied to the audio file. For example, one of skill in the art may apply spectral analysis to the audio file voice data while applying a word spotting analytical tool to the text file. Linguistic-based word spotting analysis and algorithms for identifying distress can be applied to the textual translation of the communication. Preferably, the resultant distress data is stored in a database for subsequent analysis of the comnlunication.
[0099] As shown in FIGS. 2, it is also often desirable to analyze non-linguistic phone events occurring during the course of a conversation such as hold tilnes, transfers, "dead-air,"
overtalk, etc. Accordingly, in one einUodiment of the present invention, phone event data resulting from analysis of these non-linguistic events is generated.
Preferably, the phone event data is generated by analyzing non-lingaistic information from Uotli the separated constituent voice data, or from the subsequently generated audio file containing at least some of the remerged audio data of the original audio waveform. It is also conteinplated that the phone event data can be generated before the audio wavefoi7il is separated.
[00100] According to a preferred embodinlent of the invention as shown in FIG.
13, Uot11 the first and second constituent voice data are mined and analyzed as discussed above 64, 66.
The resulting behavioral assessment data 55, phone event data 70 and distress assessment data 72 from each of the analyzed first and second constituent voice data are comparatively analyzed in view of the parameters of the psychological behavioral model to provide an assessment of a given communication. From this comparative analysis, call assessment data relating to the totality of the call may be generated 56.

[001011 Generally, call assessment data is coniprised of behavioral assessnient data, phone event data and distress assessment data. The resultant call assessment data may be subsequently viewed to provide an objective assessment or rating of the quality, satisfaction or appropriateness of the interaction between an agent and a customer. In the instance in which the first and second constituent voice data are comparatively analyzed, the call assessment data may generate resnltant data useftil for characterizing the success of the iiiteraction between a customer and an agent.

[00102] Thus, as shown in FIGS. 11 and 12, when a colnputer program is enlployed according to one embodunent of the present invention, a plurality of code segments are provided. The progranl comprises a code segment for receiving a ciigital electronic signai carrying an audio wavefonn 46. In accordance with the voice separation software described above, a code segment identifies a communication protocol associated with the telephonic signa147. A code segment is also provided to separate first and second constitLYent voice data of the coinmunication one from the other by recording the audio wavefon-n in stereo fonnat to a first electroiiic data file which has a first and second audio track 48.
As discussed above, the first constituent voice data is automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data is autoinatically recorded on the second audio track based on the identified cominunication protocol.

[00103] The software also includes a code segment for separately applying a non-linguistic based analytic tool to each of the separated first and second constituent voice data, and to generate phone event data corresponding to the analyzed voice data 50. A code segment translates each of the separated first and second constituent voice data into text fonnat and stores the respective translated first and second constituent voice data in a first and second text file 52. A code segtnent analyzes the first and second text files by applying a predetermined linguistic-based psychological behavioral model tliereto 54. The code segment generates either or both of behavioral assessment data and distress assessinent data corresponding to each of the analyzed first and second constituent voice data 54.

[00104] A code segment is also provided for generating call assessment data 56. The call assessment data is resultant of the comparative analysis of the behavioral assessment data and distress assessment data corresponding to the analyzed first voice data and the behavioral assessment data and distress assessment data corresponding to the analyzed second voice data. A code segment then transmits an output of event data corresponding to at least one identifying indicia (e.g., call type, call tinle, agent, customer, etc.) 58.
This event data is comprised of a call assessment data coiresponding to at least one identifying indicia (e.g., a CSR name, a CSR center identifier, a customer, a customer type, a call type, etc.) and at least one predeterinined time interval. Now will be described in detail the user interface for accessing and inanipulating the event data of an analysis.

[00105] In one enlbodinient of the present invention shown in FIG. 13, the analysis of the constituent voice data includes the steps of: translating constittient voice data to be analyzed into a text format 60 and applying a predetermined linguistic-based psychological behavioral model to the translated constituent voice data. In applying the psychological beliavioral model, the translated voice data is inined 62. In this way at least one ot a piuraiity oz behavioral signifiers associated witll the psychological behavioral model is automatically identified in the translated voice data. When the behavioral signifiers are identified, the behavioral signifiers are automatically associated with at least one of a plurality of personality types 68 associated with the psychological behavioral mode164, 66.
By applying appropriate algorithms behavioral assessment data corresponding to the analyzed constituent voice data is generated 55.

[00106] The nletllod and system of the present invention is useftil in iinproving the quality of customer interactions with agents and ultimately customer relationships. In use, a customer wishing to engage in a service call, a retention call or a sales will call into (or be called by) a contact center. When the call enters the contact center it will be routed by appropriate means to a call center agent. As the interaction traiispires, the voice data will be recorded as described herein. Eitlier contemporaneously with the interaction, or after the call interaction has concluded, the recorded voice data will be analyzed as described herein. The results of the analysis will generate call assessment data comprised of behavioral assessment data, distress assessment data and phone event data. This data may be suUsequently used by a supervisor or trainer to evaluate or train an agent, or take otlier remedial action such as call back the customer, etc.

[00107] As indicated above, it is often desirable to train call center agents to improve the quality of customer interactions witli agents. Thus, as shown in FIGS. 33-36, the present invention provides a metllod for training the call center agent by analyzing telephonic communications between the call center agent and the customer. In one enibodiment, a plurality of the pre-recorded first communications betiveen outside callers and a specific call center agent are identified based on an identifying criteria 601. The pre-recorded first communication can be one of the separated constituent voice data or the subsequently generated audio file containing at least some of the remerged audio wavefoi7n of the original audio waveform.

[00108] The pre-recorded first communications to be used in training the call center agent are identified by comparatively analyzing the identifying criteria in view of event data 602.
The event data can include behavioral assessment data, phone event data, and/or distress assessment data of the cominunications, For exanlple, the identifying criteria can be phone event data such as excessive hold/silence time (e.g., caller is placed on hold for greater tllan predetermined time - e.g., 90 seconds - or there is a period of silence greater tnan a predetermined amount tune - e.g., 30 seconds) or long duration for call type (i.e., calls that are a predeteimined percentage - e.g., 150% - over the average duration for a given call type).
Additionally, the identifying criteria can be distress assessment data such as upset customer, unresolved issue or program dissatisfaction or an other data associated with distress assessment data. It is conteniplated that the system identify potential identifying criteria based on an analysis of the behavioral assessment data, phone event data, and/or distress assessinent data of the comn-iunications.

[00109] From this comparative analysis, coaclling assessment data is generated. The coaching assessment data relates to the identified pre-recorded first connnurrications corresponding to the identifying criteria 604. For example, if the identifying criteria is excessive hold/silence tiiile, the coaching assessinent data includes pre-recorded first communications having excessive hold/silence time. The resulting coaching assessment data is stored in a database so that it suUsequently can be used to evaluate and/or train the call center agent to iinprove perfonnance in view of the identifying criteria.
Thus, if the identifying criteria were excessive hold/silence time, the call center agent would be trained to reduce the ainount of excessive hold/silence time calls.

[00110] The coaching assessment data can fu.rtlier include first perfonnance data related to the overall performance of the call center agent with respect to the identifying criteria. The first performance data can be derived from an analysis of the identified pre-recorded first communication with respect to all coininunications - i.e., identified pre-recorded first communication percentage (tlie percentage of identified pre-recorded first communications out of total number of connnunications) or identified pre-recorded connnunication (total nuinber of identified pre-recorded first comnnuiications). A first perfonnance score for each identified pre-recorded first conimunication may be generated by analyzing each identified pre-recorded first coniniunication and the corresponding first perfonnance data. A coinposite first perfonnance score may be generated corresponding to the aggregate of the first performance scores of the plurality of identified pre-recorded first communications.

[00111] The coacliing assessment data can be comparatively analyzed against a predetenilined criteria value threshold to evaluate the call center agent's perfoi7nance or against event data derived from a plurality of identified second pre-recorded communications to determine if training was effective 606. As discussed above, the tlireshold may be a predetermined criteria set by the call center, the customer, or other objective or subjective criteria. Altenzatively, the threshold may set by the performance score.

[00112] In order to evaluate a call center agent, the coaching assessment data is comparatively analyzed against a predetermined identifying criteria value threshold. In one embodiment, the first perforniance data related to the identified pre-recorded first cominunication is coxnparatively analyzed with the predete~.-niined identifying criteria value tlireshold 614. Based on the resultant comparative analysis, a notification is generated 616.
For example, the percentage of excessive hold/silence calls in the pre-recorded first communications is compared with the identifying criteria value threshold. If the percentage of excessive hold/silence calls in the pre-recorded first conimunications is greater than the identifying criteria value thresllold, the call center agent is underperforming and a notification is automatically generated 616.

[00113] In one embodiment, the coaching assessment data includes sales effectiveness data. The sales effectiveness data related to the identified pre-recorded first conununications is co2nparatively analyzed against a predetermined identifying criteria value threshold. For example, the percentage of calls that the call center agent failed to nzalce an offer for a cross-sale is compared witli the identifying criteria value tllreshold. If the percentage of calls that the call center agent failed to malce an offer for a cross-sale is greater than the identifying criteria value threshold, the call center agent is underperfonning, and a notification is generated.

[00114] In anotller embodinlent, the first perfornlance score for each identified pre-recorded first coinmunication is compared with the second perfonnance score for the identifying criteria value tlueshold. In this case, if a predetennined number of first perfonnance scores are less than (or greater than) the identifying criteria value threshold, a notification is generated. In another einbodiznent, the composite first perfonnance score for the identified pre-recorded first coininunications is conipared with the second perfonnance score for the identifying criteria value threshold. If the first composite perfonnance score is less than (or greater than) the second composite perfonnance score, a notification is generated.

[00115] Preferably, the notification is a electronic conmiunication, such as an email transmitted to a supeivisor or trainer indicating that the call center agent is undeiperfonning.

The notification may be any other type of coininunication, such as a letter, a telephone call, or an automatically generated message on a website The notification pennits the supervisor or trainer to talce remedial action, such as set up a training session for the call center agent. In one embodiment, the coaching assessment data related to an identifying criteria can be comparatively analyzed against the identifying criteria value threshold for a plurality call center agents. Based on the collective comparative analysis, a notification is generated if a predetermined nuinUer or percentage of call center agents are underperfonning.
In this mamier, the trainer or supervisor is notified that multiple call center agents need to be trained with respect to the same criteria.

[00116] As noted above, the identifying criteria of the coaching assessment data can also be used to train a call center agent. In order to detennine if the call center agent training was effective, the coaching assessment data can be coinparatively analyzed against event data derived from a plurality of identified second pre-recorded communications. To detennine if the training was effective, the second pre-recorded coinmunications should have talcen place after the call center agent training session. The pre-recorded second connnunications are identified according to the same identif-ying criteria used to identify the pre-recorded first cominunications in the coacliing assessinent data 608. Siinilar to the pre-recorded first communications, the pre-recorded second communications can be one of the separated constituent voiced data or the subsequently generated audio file containing at least some of the remerged audio wavefonn of the original audio waveforin.

[00117] Second perfonnance data related to the overall perfoi.-n.iance of the call center agent with respect to the pre-recorded second communications can be generated.
As with the first performance data, the second perforinance data can be derived from an analysis of the identified pre-recorded second coinmunication with respect to all cominunications - i.e., identified pre-recorded second coinmunication percentage (tlie percentage of identified pre-recorded second cornnlunications out of total number of communications) or identified pre-recorded comniunication (total numUer of identified pre-recorded second communications).
A second perfonnance score for each identified pre-recorded second communication inay be generated by analyzing each identified pre-recorded second cominunication and the corresponding second performance data. A coniposite second perfonnance score may be generated corresponding to the aggregate second perforinance score for each of the plurality of identified pre-recorded second conununications.

[00118] The second perfonnance data related to the identified pre-recorded seconct comnzunications is coinparatively analyzed with the first perfonnance data of the coaching assessment data 610. Based on the resultant comparative analysis, a notification is generated 612.

[00119] In one embodiment, the identified pre-recorded second communication percentage is compared with the identified pre-recorded first communication percentage.
For example, the percentage of excessive hold/silence calls in the pre-recorded first communications that took place before the training session is conipared witli the percentage of excessive hold/silence calls in the pre-recorded second conununications that took place after the training session 610. If the percentage of excessive hold/silence calls in the pre-recorded second coininunications is less than the percentage of excessive hold/silence calls in the pre-recorded first connnunications, the training session was successfiil.
Conversely, if the percentage of excessive hold/silence calls in the pre-recorded second communications is greater than the percentage of excessive hold/silence calls in the pre-recorded first cominunications, the training session was unsuccessftil and a notification is automatically generated 612.

[00120] In anotlier embodiment, the first perfon7lance score for each identified pre-recorded first communication is compared with the second perfonnance score for each identified pre-recorded second comniunication. In this case, if a predetermined number of second performance scores are less than (or greater tllan) a predetennined number of first performance scores, a notification is generated. In another emUodiment, the composite first perfonnance score for the identified pre-recorded first coninlunications is compared with the composite second perfonnance score for the identified pre-recorded second coninlunications.
If the second composite perforinance score is less than (or greater than) the first composite perfonnance score, a notification is generated.

[00121] Preferably, the notification is a electronic conununication, such as an email transmitted to a supervisor or trainer indicating that the training session for the call center agent was unsuccessftil. The notification pe~.-mits the supervisor or trainer to talce remedial action, such as set up another training session for the call center agent. In one elnbodinient, the coaching assessment data related to an identifying criteria can be comparatively analyzed against event data derived froin a plurality of identified second pre-recorded communications for a plurality of call center agents. Based on the collective comparative analysis, a notification is generated if a predetennined number or percentage of call center agents have unsuccessful training sessions. In this manner, the trainer or supeivisor is notified that multiple call center agents need to be trained with respect to the same criteria.

[00122] Graphical and pictorial analysis of the call assessment data (and event data) is accessible tlirough a portal by a subseqtient user (e.g., a supeivisor, training instructor or monitor) through a graphical user interface. A user of the system 1 described above interact with the system 1 via a unique graphical user interface ("GUI") 400. The GUI
400 enables the user to navigate through the system 1 to obtain desired reports and infonilation regarding the caller interaction events stored in ineinory. The GUI 400 can be part of a software program residing in whole or in part in the a computer 12, or it may reside in whole or in part on a server coupled to a computer 12 via a network comlection, such as through the Internet or a local or wide area networlc (LAN or WAN). Moreover, a wireless connection can be used to linlc to the networlc.

[00123] In the eniUodiment shown in FIGS 14-32, the system 1 is accessed via an Intenzet connection from a computer. Known browser technology on the coinputer can be implemented to reach a server hosting the system program. The GUI 400 for the system will appear as Internet web pages on the display of the computer.

[00124] As shown in FIG. 14, the GUI 400 initially provides the user with a portal or "Log On" page 402 that provides fields for input of a user nanle 404 and password 406 to gain access to the systenl. Additionally, the GUI 400 can direct a user to one or more pages for setting up a user name and password if one does not yet exist.

[00125] Referring to FIG. 15, once logged into the system 1, the user can navigate through the prograin by cliclcing one of the elements that visually appear as tabs generally on the upper portion of the display screen below any tool bars 408. In the enlbodiment shown in FIG. 15, the system 1 inch.tdes a PROFILES tab 410, a REVIEW tab 412, a METRICS tab 414 and a COACHING tab 620. A variety of the otlier tabs with additional infoi7nation can also be inade available.

[00126] The computer program associated witll the present invention can be utilized to generate a large variety of reports relating to the recorded call interaction events, the statistical analysis of each event and the analysis of the event from the application of the psychological model. The GUI 400 is configured to facilitate a user's request tor a speciric reports and to visually display the Reports on the user's display.

[00127] The REVIEW tab 412 enaUles the user to locate one or more caller interaction events (a caller interaction event is also herein referred to as a "call") stored in the memory.
The REVIEW tab 412 includes visual date fields or links 416, 418 for inputting a "from" and "to" date range, respectively. Clicldng on the links 416, 418 will call a pop-up calendar for selecting a date. A drop down menu or input field for entering the desired date can also be used.

[00128] The caller interaction events are divided into folders and listed by various categories. The folders can be identified or be sorted by the following event types: upset customer/issue uiuesolved; upset customer/issued resolved; program dissatisfaction; long hold/silence (e.g., caller is placed on llold for greater than a predeterinined time - e.g., 90 seconds - or there is a period of silence greater than a predeternlined amount of titne - e.g., 30 seconds); early hold (i.e., customer is placed on hold witliin a predetermined amount of time -e.g., 30 seconds - of initiating a call); no autlientication (i.e., the agent does not authorize or verify an account within a predetennined time - e.g., the first three minutes of the call);
inappropriate response (e.g., the agent exhibits inappropriate language during the call); absent agent (i.e., inconling calls where the agent does not answer the call); long duration for call type (i.e., calls that are a predetenilined percentage over -e.g., 150% - the average duration for a given call type); and transfers (i.e., calls that end in a transfer).
The categories include:
customers, CSR agents, and customer service events.

[00129] The REVIEW tab 412 includes a visual linlc to a customers folder 420.
This includes a list of calls subdivided by customer type. The customer folder 420 may include subfolders for corporate subsidiaries, specific promotional programs, or event types (i.e., upset customer/issue tuiresolved, etc.).

[00130] The REVIEW tab 412 also includes a visual linlc to call center or CSR
agent folders 422. This includes a list of calls divided by call center or CSR
agents. The initial breakdown is by location, followed by a list of nianagers, and then followed by the corresponding list of agents. The REVIEW tab 412 also includes a visual linlc to a customer service folders 424. This includes a list of calls subdivided by caller events, call center or CSR agent, and other relevant events.

[00131] The REVIEW tab 412 also includes a visual SEARCH lirilc 426 to enable the user to search for calls based on a user-defined criteria. This include the date range as discussed above. Additionally, the user can input certain call characteristics or identifying criteria. For example, the user can input a specific call ID numUer and click the SEARCH
luilc 426. This returns only the desired call regardless of the date of the call. The user could choose an agent from a drop down menu or list of available agents. This returns all calls from the selected agent in the date range specified. The user could also choose a caller (again fioin a drop down menu or list of available callers). This retui7zs all calls from the selected caller(s) within the date range.

[00132] The results from the search are visually depicted as a list of calls 428 as shown in FIG. 16. Cliclcing on any cal1430 in the list 428 links the user to a call page 432 (as shown in FIG. 17) that provides call data and links to an audio file of the call which can be played on spealcers connected to the user's conlputer.

[00133] The call page 432 also includes a conversation visual field 434 for displaying a time-based representation of characteristics of the call based on the psychological behavioral model. The call page 432 displays a progress bar 436 that illustrates call events marlced with event data shown as, for exainple, colored points and colored line segments. A
lcey 440 is provided explaining the color -coding.

[00134] The call page 432 fitrther includes visual control elements for playing the recorded call. These include: BACK TO CALL LIST 442; PLAY 444; PAUSE 446; STOP 448;
RELOAD 450; REFRESH DATA 452 and START/STOP/DURATION 454. the START/STOP/DURATION 454 reports the start, stop and duration of distinct call seginents occurring in the call. The distinct call segnients occtir when there is a transition from a caller led conversation to an agent led conversation - or visa versa - and/or the nature of the discussion shifts to a different topic).

[00135] The REVIEW tab 412 also provides a visual statistics linlc 456 for displaying call statistics as shown in FIG. 18. The statistics can include information such as call duration, average duration for call type, caller talk tiine, nunlber of holds over predetennined time periods (e.g., 90 seconds), number of silences, customer satisfaction score, etc.

[00136] The REVIEW tab 412 also provides a comments Inuc 4eu. 11115 will prvviuG a supervisor with the ability to document comments for each call that can be used in follow-up discussions with the appropriate agent.

[00137] The METRICS tab 414 allows the user to generate and access Reports of caller interaction event information. The METRICS tab 414 includes two folders: a standard Reports folder 460 and an on-demand Reports folder. The standard reports folder 460 includes pre-defined call perfonnance reports generated by the analytics engine for daily, weelcly, monthly, quarterly, or annttal tiine intervals. These Reports are organized around two key dimensions: caller satisfaction and agent perforniance. The on-deniand reports folder 462 includes pre-defined call perfonnance reports for any tinie interval based around two lcey dimensions: caller and agent.

[00138] The GUI 400 facilitates generating summary or detailed Reports as shown in FIG.
19. The user can select a Report tiine range via a pop-up calendar. For suinniary Reports, the user can select from: client satisfaction; suminary by call type; and non-analyzed calls.
For detailed Reports, the user can indicate the type of Report requested and click the Open Reports liiilc 464. Additionally, the user can generate Progranl Reports. The user selects a client and filters the client by departments or divisions.

[00139] A CLIENT SATISFACTION REPORT 466 is shown in FIG. 20. The client satisfaction Report 466 is a suinmary level report that identifies analysis results by client for a specified time interval. The CLIENT SATISFACTION REPORT 466 contains a coinposite Satisfaction Score 468 that ranlcs relative call satisfaction across event filter criteria. The CLIENT SATISFACTION REPORT 466 is also available in pre-defined time intervals (for example, daily, weekly, monthly, quarterly, or annually).

[00140] The CLIENT SATISFACTION REPORT 466 includes a nturzber of calls column 470 (total nuinber of calls analyzed for the associated client during the specified reporting interval), an average duration column 472 (total analyzed talk time for all calls analyzed for the associated client divided by the total number of calls analyzed for the client), a greater than (">") 150% duration column 474 (percentage of calls for a client that exceed 150% of the average duration for all calls per call type), a greater than 90 second hold column 476 (percentage of calls for a client where the call center agent places the client on hold for greater than 90 seconds), a greater than 30 second silence coltimn 478 (percentage of calls for a client wliere there is a period of continuous silence witlnn a call greaier Lilail 3 V 6cw11u6), a customer dissatisfactioil coluinn 480 (percentage of calls for a client where the caller exhibits dissatisfaction or distress - these calls are in the dissatisfied caller and upset caller/issue unresolved folders), a prograni dissatisfaction column 482 (percentage of calls wlzere the caller exliibits dissatisfaction witli the progranz), and a caller satisfaction coluinn 484 (a coinposite score that represents overall caller satisfaction for all calls for the associated client).

[00141] The caller satisfaction column 484 is defined by a weighted percentage of the following criteria as shown in FIG. 21: >150% duration (weight 20%), >90 second hold (10%), >30 second silence (10%), caller distress (20%), and progranz dissatisfaction (20%).
All weighted values are subtracted from a starting point of 100.

[00142] The user can generate a summary by CALL TYPE REPORT 486 as shown in FIG. 22. The CALL TYPE REPORTS 486 identify analysis results by call type for the specified interval. The suinmary by call type Report 486 contains a composite satisfaction score 488 that ranlcs relative client satisfaction across event filter criteria. The CALL TYPE
REPORT 488 includes a call type colunln 490, as well as the other colunnis described above.
[00143] The user can generate a NON-ANALYZED CALLS REPORT 492 as shown in FIG. 23. The NON-ANALYZED CALLS REPORT 492 provides a sumnlary level report that identifies non-analyzed calls for the specified time interval.

[00144] As shown in FIG. 24, the user can generate a DETAIL LEVEL REPORT 494.
The detail level Report 494 identifies analysis results by client and call type for the specified time interval. The DETAIL LEVEL REPORT 494 contain a composite satisfaction score 496 that ranks relative client satisfaction for each call type across event filter criteria.

[00145] A PROGRAM REPORT 498 is shown in FIG. 25. This is a detail level report that identifies analysis results by client departnlents or divisions for the specified time interval.
THE PROGRAM REPORT 498 contain a composite satisfaction score 500 that ranlcs relative client satisfaction for each call type across event filter criteria.

[00146] The user can also generate a nuinber of CALL CENTER or CSR AGENT
REPORTS. These include the following sunnnaiy reports: corporate sunnnary by location;

CSR agent performance; and non-anaiyzea caiis. tiaaiiionaiiy, clZU 115G1 liall b'G11LC1.LG LG0.111 reports. The team Reports can be broken down by location, team or agent.

[00147] A CORPORATE SUMMARY BY LOCATION REPORT 502 is shown in FIG.
26. This detail level Report 502 identifies analysis results by location for the specified time interval, and contains a coinposite score that rank relative client perfonnance for each call type across event filter criteria. The CORPORATE SUMMARY BY LOCATION REPORT
502 includes a location column 504 (this identifies the call center location that received the call), a number of calls coluinn 506 (total nunzber of calls received by the associated call center location during the specified reporting interval, an average duration column 508 (total analyzed talk time for all calls analyzed for the associated CSR agent divided by the total number of calls analyzed for the agent), a greater than 150% duration colunn1510 (percentage of calls for a CSR agent that exceed 150% of the average duration for all calls, a greater than 90 second hold column 512 (percentage of calls for a CSR agent where the CSR
places the caller on hold for greater than 90 seconds), a greater than 30 second silence column 514 (percentage of calls for a CSR agent wllere there is a period of continuous silence within a call greater tlian 30 seconds), a call transfer column 516 (percentage of calls for a CSR agent that result in the caller being transferred), an inappropriate response column 518 (percentage of calls where the CSR agent exhiUits inappropriate beliavior or language), an appropriate response column 520 (percentage of calls where the CSR agent exhibits appropriate behavior or language that result in the dissipation of caller distress - these calls can be found in the upset caller/issue resolved folder), a no authentication column 522 (percentage of calls where the CSR agent does not authenticate the caller's identity to prevent fraud), and a score coluimi 524 (a composite score that represents overall call center perfonnance for all calls in the associated call center location.) [00148] The values 526 iui the score column 524 are based on the weighted criteria shown in FIG. 27. All weigl-lted values are subtracted from a starting point of 100 except for "appropriate response," which is an additive value.

[00149] A CSR PERFORMANCE REPORT 528 is shown in FIG. 28. This is a detail level report that identifies analysis results by CSR for the specified tinie inteival. This Report 528 contains a composite score that ranks relative CSR perfoi7nance for each call type across event filter criteria.

[00150] FIG. 29 shows a NUN-ANALY GL',1J I~L~LLJ t~GYV t~1 J.DV. t111b ib a uc Laii ivyoy report that identifies analysis results by non-analyzed CSR calls for a specified time interval.
[00151] A LOCATION BY TEAM REPORT 532 is shown in FIG. 30. This is a suininary level report that identifies analysis results by location and team for the specified time inteival.
This Report 532 contains a composite score that ranks relative CSR perfonnance across event filter criteria by teain.

[00152] FIG. 31 shows a TEAM BY AGENT REPORT 534. This is a suinniaiy level report that identifies analysis results by tean and agent for the specified time inteival. These Reports 534 contain a composite perfonnance score that ranlcs relative CSR
perfonnance across event filter criteria by agent.

[00153] FIG. 32 shows a CSR BY CALL TYPE REPORT 536. This is detail level report that identifies analysis results by CSR and call type for the specified time interval. These Reports 536 contain a coinposite perfonnance score that ranlcs relative CSR
perfonnance across event filter criteria by call type.

[00154] The COACHING tab 620 enables a user to locate one of more caller interaction events to evaluate and train call center agents to iunprove the quality of customer interactions with the agents. The COACHING tab 620 includes visual date fields 622, 624 for inputting a "from" and "to date", respectively. Cliclcing on the links 416, 418 will call a pop-up calendar for selecting a date. A drop downi menu or input field for entering the desired date can also be used.

[00155] The COACHING tab 620 displays caller interaction event infonilation.
The caller interaction event infonnation includes check boxes for selecting the caller interaction event information as the identifying criteria 626. Based on the selection of the identifying criteria 626, a plurality of pre-recorded first communications between outside caller and a specific call center agent are identified 628. Infonnation relating to the identified criteria is also displayed 630. A value may be entered in visual call field 632 to specify the numUer of pre-identified calls to display.

[00156] The COACHING tab 620 includes a coaching page 634 to train the call center agent to improve perfonnance in view of the identifying criteria, as illustrated in FIG. 35.
The coaching page 634 displays a progress bar 636 that illustTates call events inarlced with event data shown as, for example, colored pomts and colored line seginents.
lne coacnmg page 634 includes a coinment box 640 for the call agent to indicate areas to be trained.
Cominents from others may also be displayed. The coaching page 634 includes a checlc-box 638 for requesting additional training on the selected identifying criteria.

[00157] Referring to FIG. 36, the COACHING tab 620 includes a graphical representation 642 of the number of calls that are identified based on the identifying criteria 644. In one embodiment, the graphical representation displays the percentage of calls identified based on the identifying criteria 644 for each week during an identified time period.
In this inamzer, it can be deterinined if the training session for the call center agent was successful.

[00158] While the specific embodiments have been illustrated and described, numerous modifications come to mind without significantly departing fiom the spirit of the invention, and the scope of protection is only limited by the scope of the accompanying Claims.

Claims (16)

1. A computer readable medium adapted to control a computer and comprising a plurality of code segments for training a customer service representative by analyzing a telephonic communication between a customer and a contact center, the computer readable medium comprising:
a code segment for selecting at least one identifying criteria;
a code segment for identifying a pre-recorded first telephonic communication corresponding to the selected identifying criteria, the first telephonic communication having first event data associated therewith;
a code segment for generating coaching assessment data corresponding to the identified pre-recorded first telephonic communication;
a code segment for identifying a pre-recorded second telephonic communication corresponding to the selected identifying criteria, the second telephonic communication having second event data associated therewith;
a code segment for comparing the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data; and, a code segment for generating a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.
2. The computer readable medium of claim 1 further comprising:
a code segment for generating a first performance score for the coaching assessment;
a code segment for generating a second performance score for the pre-recorded second telephonic communications; and, wherein in the code segment for generating a notification, the notification is generated based on a comparison of first performance score with the second performance score.
3. The computer readable medium of claim 1 wherein the code segment for identifying comprises identifying a plurality of pre-recorded first telephonic communications based on at least one identifying criteria, each of the first telephonic communications having first event data associated therewith, the computer readable medium further comprising:

a code segment for generating a first performance score for each of the plurality of prerecorded first telephonic communications based on the at least one identifying criteria;
and, a code segment for generating second performance score based on the identifying criteria value threshold.
4. The computer readable medium of claim 3 wherein a notification is generated when one of the first performance scores is less than the second performance score.
5. The computer readable medium of claim 3 wherein a notification is generated when one of the first performance scores is greater than the second performance score.
6. The computer readable medium of claim 1 wherein the first and second event data comprise at least one of either behavioral assessment data, phone event data and distress assessment data.
7. The computer readable medium of claim 1 further comprising:
a code segment for separating each of the plurality of first and second telephonic communication into at least first constituent voice data and second constituent voice data prior to the identifying step;
a code segment for analyzing one of the first and second constituent voice data by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data; and, a code segment for generating behavioral assessment data corresponding to the analyzed one of the first and second voice data.
8. The computer readable medium of claim 7, wherein the first and second telephonic communication is received in digital format and the code segment for separating the communication into at least a first and second constituent voice data comprises:
a code segment for identifying a communication protocol associated with the first and second telephonic communication;
a code segment for recording each telephonic communication to a respective first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data automatically recorded on the second audio track based on the identified communication protocol; and, a code segment for separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file.
9. The computer readable medium of claim 1 further comprising a code segments for a time interval between notifications generated by the code segment for generating a notification.
10. A computer readable medium adapted to control a computer and comprising a plurality of code segments for training a customer service representative by analyzing a telephonic communication between a customer and a contact center, the computer readable medium comprising:
a code segment for selecting at least one identifying criteria;
a code segment for identifying a pre-recorded first telephonic communications corresponding to the selected identifying criteria, the first telephonic communications having first event data associated therewith; and, a code segment for generating coaching assessment data corresponding to the identified pre-recorded first telephonic communication;
a code segment for comparing the identified first telephonic communication within the coaching assessment data with a predetermined identifying criteria value threshold; and, a code segment for generating a notification based on the comparison of the identified first telephonic communication with the coaching assessment data with a predetermined identifying criteria value threshold.
11. The computer readable medium of claim 10 further comprising:
a code segment for generating a first performance score for the coaching assessment data;
a code segment for generating second performance for the identifying criteria value threshold; and, wherein in the code segment for generating a notification, the notification is generated based on a comparison of first performance score and the second performance score.
12. The computer readable medium of claim 10 wherein the code segment for identifying comprises identifying a plurality of pre-recorded first telephonic communications based on at least one identifying criteria, each of the first telephonic communications having first event data associated therewith, the computer readable medium further comprising:
a code segment for generating a first performance score for each of the plurality of prerecorded first telephonic communications based on the at least one identifying criteria;
and, a code segment for generating second performance score based on the identifying criteria value threshold;
wherein in the code segment for generating a notification generates a notification if a predetermined threshold of first performance scores are at least one of less than the second performance score and greater than the second performance scores.
13. The computer readable medium of claim 10 wherein the first event data comprise at least one of either behavioral assessment data, phone event data and distress assessment data.
14. The computer readable medium of claim 10 further comprising:
a code segment for separating the first telephonic communication into at least first constituent voice data and second constituent voice data;
a code segment for analyzing one of the first and second constituent voice data by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data; and, a code segment for generating behavioral assessment data corresponding to the analyzed one of the first and second voice data.
15. The computer readable medium of claim 10 wherein the first telephonic communication is received in digital format and the code segment for separating the communication into at least a first and second constituent voice data comprises:
a code segment for identifying a communication protocol associated with the first telephonic communication;
a code segment for recording the first telephonic communication to a first electronic data file comprising a first and second audio track, the first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol, and the second constituent voice data being automatically recorded on the second audio track based on the identified communication protocol; and, a code segment for separating at least one of the first and second constituent voice data recorded on the corresponding first and second track from the first electronic data file.
16. The computer readable medium of claim 10 further comprising a code segments for a time interval between notifications generated by the code segment for generating a notification.
CA002645040A 2006-03-01 2006-07-12 Method and system for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center Abandoned CA2645040A1 (en)

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US11/365,432 2006-03-01
PCT/US2006/027158 WO2007106113A2 (en) 2006-03-01 2006-07-12 Training a customer service representative by analysis of telephone interaction

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