Patent ID: 6898277
Filing Date: 2005-05-24
Classification: H04M,Y10S

Abstract:
1. A method for forming a database indexed with content-based parameters corresponding to recordings of contacts to a contact center, the contact center being operable to present a contacting party with a contact that includes an automated portion corresponding to interaction with an automated response interface and, at the contacting party's option, an agent portion corresponding to interaction with an agent, events occurring in the recordings of automated portions being ascertained by previously executed automated-portion analysis techniques, said method comprising the steps of: selecting content-based parameters to be used as indices in a database; analyzing results of the automated-portion analysis techniques to detect occurrence of events corresponding to the selected parameters; analyzing one or more agent portions of recordings of contacts to ascertain events occurring therein; correlating events occurring in the one or more agent portions of the recordings with corresponding ones of the selected parameters; and making entries in the database based on the selected parameters and the correlated events.