Patent ID: 8761376
Filing Date: 2014-06-24
Classification: H04M

Abstract:
1. A system for real time monitoring of a plurality of calls, each of the plurality of calls having an agent speech segment and a customer speech segment, the system comprising: a supervisor console comprising a processor and a memory, and further comprising: a segmentation module configured to disintegrate at least one of the plurality of calls into the agent speech segment and the customer speech segment; an extraction module configured to extract a quality of the agent speech segment, wherein the quality of the agent speech segment comprises at least two of: speaking rate, emotional state, loudness of an agent, and quality of speech, and wherein the extraction module analyzes the quality of the agent speech segment by comparing the quality of the agent speech segment against predefined quality parameters; a display module comprising an actionable call window configured to receive and display in real time, a visual representation of the agent speech segment, wherein the visual representation of the agent speech segment is not a speech to text and closed captioning; an alert module configured to classify the at least one of the plurality of calls as at least one vulnerable call based on a detection of a divergence from the predefined quality parameters, wherein the alert module notifies a supervisor through the actionable call window by displaying the divergence on the visual representation of the agent speech segment; and a call switching module configured to transfer the at least one vulnerable call to a randomly selected idle agent and/or allow the supervisor to instantaneously connect to the at least one vulnerable call.