Patent Document ID: 10104233
Application ID: 15624401

Base Claim:
1. An interface portal system, which comprises: a non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to generate a coaching portal based on behavioral assessment data, the plurality of instructions comprising: instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to separated voice data for the customer, the agent, or both, from each communication by analyzing behavioral characteristics of the customer, the agent, or both, based on the one or more communications; instructions that, when executed, identify one or more customer-agent interaction events based on the analyzed behavioral characteristics; and instructions that, when executed, display a time-based graphic representation including a plurality of the identified customer-agent interaction events across a selected time interval based on one or more communications.

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Claim 6:
6. The interface portal system of claim 1 , wherein the call statistics visual field comprises one or more of: communication duration, average communication duration by call type, customer talk time, agent talk time, customer satisfaction score, number of holds over a pre-determined time period, hold time, number of silences longer than a predetermined time period, or a combination thereof.