Methods and systems for determining customer hang-up during a telephonic communication between a customer and a contact center
The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine early termination of a telephonic communication.
1 . A system for analyzing telephonic communications between one or more customers and a contact center having one or more agents, the system comprising:
a first server for recording a telephonic communication between a customer and an agent, said telephonic communication including a termination of the telephonic communication;
a module for processing said telephonic communication into a computer telephony interpretation event having a telephonic communication termination signal; and
a module for analyzing the telephonic interpretation event and determining if the customer initiated the termination of the telephonic communication with the agent.
2 . The system of claim 1 further comprising:
a customer communication termination count associated with the agent upon determining that the customer initiated the termination of the telephonic communication.
3 . The system of claim 2 further comprising:
a module for determining an average number of terminations initiated by a plurality of customers; and
a module for comparing the customer communication termination count against the average number of terminations initiated by the plurality of customers.
4 . The system of claim 2 further comprising:
a predetermined threshold termination count; and
a module for comparing the customer communication termination count against the predetermined threshold termination count.
5 . The system of claim 3 further comprising:
A module for providing a notification if the customer communication termination count is higher than the average number of terminations initiated by the plurality of customers.
6 . The system of claim 4 further comprising:
a module for providing a notification if the customer communication termination count is higher than the predetermined threshold termination count.
7 . The system of claim 5 further comprising:
a record indicating that the customer communication termination count is higher than the average number of terminations.
8 . The system of claim 6 further comprising:
a record indicating that the customer communication termination count is higher than the predetermined threshold.
9 . The system of claim 1 further comprising:
a module for separating the telephonic communication between the agent and the customer into first constituent voice data and second constituent voice data;
a module for analyzing at least one of the first and second constituent voice data to identify the telephonic communication termination signal.
10 . The system of claim 9 further comprising:
a module for identifying the at least one of the first and second constituent voice data by a first classification type.
11 . A method for analyzing telephonic communications between one or more customers and a contact center having one or more agents, the method comprising:
recording a telephonic communication between a customer and an agent, said telephonic communication including a termination of the telephonic communication;
processing said telephonic communication into a computer telephony interpretation event, said computer telephony interpretation event having a telephonic communication termination signal; and
determining if the customer initiated the termination of the telephonic communication with the agent.
12 . The method of claim 11 further comprising:
increasing a customer communication termination count associated with the agent upon determining that the customer initiated the termination of the telephonic communication.
13 . The method of claim 12 further comprising:
calculating an average number of terminations initiated by a plurality of customers; and
comparing the customer communication termination count against the average number of terminations initiated by the plurality of customers.
14 . The method of claim 12 further comprising:
setting a predetermined threshold termination count; and
comparing the customer communication termination count against the predetermined threshold termination count.
15 . The method of claim 13 further comprising:
providing a notification if the customer communication termination count is higher than the average number of terminations initiated by the plurality of customers.
16 . The method of claim 14 further comprising:
providing a notification if the customer communication termination count is higher than the predetermined threshold termination count.
17 . The method of claim 15 further comprising:
recording a record showing that the customer communication termination count is higher than the average number of terminations initiated by the plurality of customers.
18 . The method of claim 14 further comprising:
recording a record indicating that the customer communication termination count is higher than the predetermined threshold.
19 . The method of claim 11 further comprising:
separating the telephonic communication between the agent and the customer into first constituent voice data and second constituent voice data; and
analyzing at least one of the first and second constituent voice data to identify the telephonic communication termination signal.
20 . The method of claim 19 further comprising:
identifying the at least one of the first and second constituent voice data by a first classification type.