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:
Jun. 02, 2015
Filed:
Jul. 06, 2009
Applicants:
Thomas Moran, Galway, IE;
David Murray, Galway, IE;
John Costello, Galway, IE;
Inventors:
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 3/42 (2006.01); H04M 3/51 (2006.01);
U.S. Cl.
CPC ...
H04M 3/42221 (2013.01); H04M 3/51 (2013.01);
Abstract
A method of indexing recordings of contact center communication sessions is described. The method allows for a recording to be indexed with metadata reflecting a time-varying characteristic of one or more of the parties of the communications session, e.g. the mood of a caller, the current location of a caller. The indexing of recordings with such information allows for more granular search of recordings, in order to find particular call conditions. This can be useful from the point of view of education and training of new call center operatives, and for assessment of call center performance.