System and method for recording voice and the data entered by a call center agent and retrieval of these communication streams for analysis or correction
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United States of America Patent
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Apr 10, 2007
Grant Date -
Apr 24, 2003
app pub date -
Jan 12, 2001
filing date -
Jan 13, 2000
priority date (Note) -
In Force
status (Latency Note)
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Abstract
The invention provides for a communications recording and analysis system including means for recording one or more communication streams, means for identifying the recorded stream, means for retrieving the content of said recordings by identifier tags, and wherein additional real-time information is inferred from analysis, in real-time or later, of keystrokes entered at a computer/terminal handling the interaction, and/or computer mouse actions, and/or internet traffic emanating from, or terminating at, any one or more of a number of computers/terminals handling the interaction, and/or the words and/or prosody spoken during the interaction is recorded. Furthermore graphical display means are provided such that the presentation of call flow recording is in the form of a direct graph showing the progress of the calls through the various states and transitions.
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