T-mobile Usa, Inc.

Jonathan Silberlicht

Vijay Veggalam

Techniques are described herein for evaluating customer support sessions to identify active listening. The techniques include receiving a recording of a customer service support session from a customer support terminal, which is associated with a representative identifier of a customer service representative. The customer service support session includes one or more segments, and a plurality of active listening factor scores is calculated and averaged to determine an active listening factor score for each of the one or more segments. The plurality of active listening factor scores corresponds to different active listening attributes demonstrated by the customer service representative. The active listening factor score for each of the one or more segments are averaged to determine a session score, which is associated with the representative identifier. The session score can be used to present one or more support suggestions for the customer service representative in a support tool.

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Sammamish, WA, United States of America

Jonathan Silberlicht