System and method for storing call recordings in a call center
View Patent ↗A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.
1. A system for storing call recordings in a call center, comprising:
one or more watcher modules to monitor incoming calls to a call center;
an assignment module to assign the incoming calls to one of an interactive voice response device and an agent;
a recording module to initiate a call recording for each incoming call following assignment;
a temporary storage device to store the call recordings;
a criteria module to obtain retention criteria, to order the retention criteria by importance, and to apply the retention criteria to each of the calls;
a match module to identify those calls that match at least one of the retention criteria;
a selection module to select the identified calls that include one of a single highly important criteria and two or more less important criteria for retaining in the call center;
a database to store the recordings of the selected calls; and
a processor to execute the modules.
2. A system according to claim 1 , further comprising:
a transfer module to transfer at least one of all and a portion of the call recording from the temporary storage to the database.
3. A system according to claim 1 , wherein the one or more watchers monitor the incoming calls at one or more of an automatic call distributor, an interactive voice response, agent terminals, and an interface to a legacy system.
4. A system according to claim 1 , further comprising:
a discard module to discard the recordings of the calls not selected.
5. A system according to claim 1 , further comprising:
a discard module to mark the non-selected calls to be discarded and to discard the non-selected calls upon receiving a particular number of votes to discard.
6. A system according to claim 1 , further comprising:
a receipt module to receive instructions to store the recordings of one or more of the non-selected calls; and
the database to store the recordings of the non-selected calls with the recordings of the selected calls.
7. A system according to claim 1 , further comprising:
a receipt module to receive instructions to discard at least one of the stored recordings of the selected calls; and
a discard module to discard the stored recording of the selected call.
8. A system according to claim 1 , further comprising:
a programming module to program at least one of all the criteria and a portion of the criteria into one or more watchers, wherein the one or more watchers monitor the calls incoming to the call center.
9. A system according to claim 1 , further comprising:
an alert to announce whether a particular call recording is available.
10. A system according to claim 1 , wherein the retention criteria can be selected from a group of criteria comprising one or more of call content, customer identification, caller location, behavior of an agent or caller, and call center criteria.
11. A method for storing call recordings in a call center, comprising:
monitoring the incoming calls to a call center;
assigning the incoming calls to one of an interactive voice response device and an agent;
initiating a call recording for each incoming call following assignment;
temporarily storing the call recordings;
obtaining retention criteria and ordering the retention criteria by importance;
applying the retention criteria to each of the calls;
identifying those calls that match at least one of the retention criteria;
selecting the calls that include one of a single highly important criteria and two or more less important criteria for retaining in the call center;
storing the recordings of the selected calls.
12. A method according to claim 11 , further comprising:
transferring at least one of all and a portion of the call recording from the temporary storage to the database.
13. A method according to claim 11 , further comprising:
monitoring the incoming calls at one or more of an automatic call distributor, an interactive voice response, agent terminals, and an interface to a legacy system.
14. A method according to claim 11 , further comprising:
discarding the recordings of the calls not selected.
15. A method according to claim 11 , further comprising:
marking the non-selected calls to be discarded; and
discarding the non-selected calls upon receiving a particular number of votes to discard.
16. A method according to claim 11 , further comprising:
receiving instructions to store the recordings of one or more of the non-selected calls; and
storing the recordings of the non-selected calls with the recordings of the selected calls.
17. A method according to claim 11 , further comprising:
receiving instructions to discard at least one of the stored recordings of the selected calls; and
discarding the stored recording of the selected call.
18. A method according to claim 11 , further comprising:
programming at least one of all the criteria and a portion of the criteria into one or more watchers; and
utilizing the watchers to monitor the calls incoming to the call center.
19. A method according to claim 11 , further comprising:
generating an alert to announce whether a particular call recording is available.
20. A method according to claim 11 , wherein the retention criteria can be selected from a group of criteria comprising one or more of call content, customer identification, caller location, behavior of an agent or caller, and call center criteria.