Patent ID: 8665863
Filing Date: 2014-03-04
Classification: H04L,H04M

Abstract:
1. A system for distributed quality monitoring of packet-based communications, comprising: an agent station including an agent desktop and a telephone connected to the agent desktop, the agent station including a voice analyzer; a server operably connected to the agent desktop, the server being configured to provide a directory of information; a computer telephony interface operably connected to the agent station, and configured to provide the computer telephony interface to the agent desktop; an exchange manager operably connected to the computer telephony interface and configured to control phone call flow to the agent desktop; and a storage facility operably connected to the exchange manager, the storage facility being configured to provide additional storage capability for the system, wherein the voice analyzer is configured to analyze voice packets in the communications based on speech energy and speech recognition, and wherein the agent station is configured to transmit a report to a supervisory station or notify an agent on how to manage the customer interaction if the speech energy exceeds a speech energy threshold and words in predetermined word categories are detected.