Patent ID: 8903078
Filing Date: 2014-12-02
Classification: G06Q,H04M

Abstract:
1. A system for analyzing voice-based communication sessions, comprising: a player configured to reproduce a recorded communication session, wherein the communication session is between a first party and a second party; an analyzer that generates results regarding the communication session and one or more measures of correlation between a reviewer assessment and a customer assessment of the voice-based communication session, wherein the analyzer is configured to identify a communication session attribute and to delineate the communication session into at least a first fragment and a second fragment, wherein the first fragment represents a first contiguous period of time during which the first party is speaking and the second party is silent, and wherein the second fragment represents a second contiguous period of time during which the second party is speaking and the first party is silent, further wherein the delineating is determined by the second party starting to speak and the silence of the first party, and wherein the analyzer is further configured to present the communication session to an internal reviewer with representations of each fragment, add at least one assessment from the interview reviewer to an overall assessment of a select communication session, and present at least one assessment from a customer that was a party to the select communication session with the at least one assessment from the internal reviewer; and a data store configured to store the communication session attribute, fragment information and the at least one assessment in a common format, wherein the assessment utilizes all available inputs to drive a learning mechanism that derives patterns, trends and correlations.