Patent ID: 9672281
Date: 2017-06-06
CPC Classifications: G06F

Claim:
1. A call searcher processor-implemented method, comprising: obtaining an indication to perform call analytics in a real-time communications session; recording the communications session as a plurality of media packets and storing the recorded media packets corresponding to a real-time communications session data in a recorded calls database; upon obtaining the indication to perform call analytics, extracting from the database of recorded calls a subset of media packets corresponding to a portion of the stored real-time communications session data comprising communications packet data from a single participant for the purpose of performing analytics on said extracted real-time communications session data; utilizing a dynamic data-structure tracking syntax-configured string and the extracted media packet data to generate a query and obtaining based on said query at least one session analysis rule from a database containing a plurality of rules, for evaluating and performing the analysis on the extracted communications session data; analyzing via a processor the extracted real-time communications session data and applying the at least one session analysis rule to said session data; generating a query and obtaining based on said query at least one possible call rating from a database of possible ratings for the real-time communications session; dynamically applying the obtained at least one session analysis rule to the obtained possible ratings for the real-time communications session; evaluating the obtained call ratings based on the applied session analysis rule and generating at least one call tag for the session; associating the call tag with the communications session, wherein the call tag indicates that a violation of at least one session analysis rule has occurred; and generating and sending automatic notification including the call tag indicating violation of at least one session analysis rule and requesting supervisor review and action for the real-time communications session being analyzed while the sessions is being conducted.