Patent ID: 9112974
Filing Date: 2015-08-18
Classification: H04M

Abstract:
1. A system for displaying a checkpoint widget to an agent in a contact center on a computer display, the checkpoint widget indicating a respective status associated with a checkpoint during a voice call processed by a call handler in the contact center, the system comprising: a workstation used by the agent, the workstation comprising the computer display viewed by the agent, wherein the workstation is configured to display the checkpoint widget to the agent during the voice call, wherein the checkpoint widget represents a plurality of checkpoints and displays a plurality of checkpoint status indicators including a particular checkpoint status indicator reflecting that a keyword spoken by the agent has not been detected; a real-time speech analytics component (“RTSA component”) configured to monitor speech from at least one of the agent and a remote party on the voice call, wherein the RTSA component is configured to generate an event message reporting detection of the keyword spoken by the agent during the voice call; and a checkpoint reporting module comprising a processor configured to: