发明授权
US09049291B2 Intelligent tagging for multimedia call recording purposes using continuous metadata
有权
使用连续元数据进行多媒体通话记录的智能标记
- 专利标题： Intelligent tagging for multimedia call recording purposes using continuous metadata
- 专利标题（中）： 使用连续元数据进行多媒体通话记录的智能标记
-
申请号： US12497765申请日： 2009-07-06
-
公开(公告)号： US09049291B2公开(公告)日： 2015-06-02
- 发明人: Thomas Moran , David Murray , John Costello
- 申请人： Thomas Moran , David Murray , John Costello
- 申请人地址： US NJ Basking Ridge
- 专利权人： Avaya Inc.
- 当前专利权人： Avaya Inc.
- 当前专利权人地址： US NJ Basking Ridge
- 代理机构： Maldjian Law Group LLC
- 代理商 John Maldjian; Alexander D. Walter
- 主分类号： H04M3/00
- IPC分类号： H04M3/00 ; H04M3/42 ; H04M3/51
摘要：
A method of indexing recordings of contact center communication sessions is described. The method allows for a recording to be indexed with metadata reflecting a time-varying characteristic of one or more of the parties of the communications session, e.g. the mood of a caller, the current location of a caller. The indexing of recordings with such information allows for more granular search of recordings, in order to find particular call conditions. This can be useful from the point of view of education and training of new call center operatives, and for assessment of call center performance.