The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 19, 2019
Filed:
Jul. 09, 2015
Noble Systems Corporation, Atlanta, GA (US);
Ellwood I. Neuer, III, Newnan, GA (US);
Karl H. Koster, Sandy Springs, GA (US);
Jason P. Ouimette, Atlanta, GA (US);
NOBLE SYSTEMS CORPORATION, Atlanta, GA (US);
Abstract
A real-time speech analytics system ('RSTA system') detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a checkpoint and alert reporting module ('CARM'), which is configured to generate and update a checkpoint widget displayed to the agent. The CARM may also store, and retrieve, meta-data regarding speech which may have been detected in conjunction with the checkpoint. The meta-data may be stored in a manner that is separate from storing the audio recordings of the call. The CARM may also process user search queries for checkpoint meta-data for calls based on various specified criteria. The checkpoint meta-data for a particular call may be then selected and reviewed by the supervisor separate from the retention of the audio of that call.