System and method for call timing and analysis
A system and method for detecting a start and end of section keystrokes, measuring a section time between the start and end of section keystrokes; aggregating the measured section time with previously measured section times; comparing the aggregate of the measured section times with a section target time; and sending an alert when a difference between the aggregate of the measured section times and the section target time is greater than a predetermined threshold.
1. A method comprising:
using a user terminal, in response to detecting a start of a voice call in a telephony system, detecting a start of section keystroke;
automatically detecting an end of section keystroke;
measuring a section time between the start of section keystroke and the end of section keystroke;
aggregating, using the server, the measured section time with previously measured section times;
comparing, using the server, the aggregate of the measured section times with a section target time; and
sending, using the server, an alert to an administrator terminal when a difference between the aggregate of the measured section times and the section target time is greater than a predetermined threshold.
2. The method of claim 1 , further comprising a step of sending the measured time to a server during a call.
3. The method of claim 1 , wherein the section target time is predetermined.
4. The method of claim 1 , wherein the section target time is dynamically updated based on an aggregate of measured section times of a subset of users.
5. The method of claim 1 , further comprising a step of displaying a section of scripted text and, in response to detecting the start of section keystroke, providing a visual indication of a target reading speed on the scripted text, the target reading speed resulting in the scripted text being recited in the section target time.
6. The method of claim 1 , further comprising the steps of:
determining a time required to read a section of text based on average reading speed;
sending the section of text to the user terminal; and
preventing the sending of further text to the user terminal until the determined time has elapsed.
7. The method of claim 1 , wherein the server determines the measured time.
8. The method of claim 1 , wherein the user does not perform an extra step to operate a sub-call timer.
9. The method of claim 1 , further comprising a step of determining whether additional sections of a scripted phone call are to be completed.
10. The method of claim 1 , wherein the alert is sent only after a predetermined number of recorded section times have been aggregated.
11. A method comprising:
detecting a start of section keystroke;
automatically detecting an end of section keystroke;
measuring a section time between the start of section keystroke and the end of section keystroke;
aggregating, using the server, the measured section time with previously measured section times;
comparing, using the server, the aggregate of the measured section times with a section target time; and
sending, using the server, an alert to an administrator terminal when a difference between the aggregate of the measured section times and the section target time is greater than a predetermined threshold.
12. The method of claim 11 , wherein the step of detecting comprises using a user terminal in response to detecting a start of a voice call in a telephony system.
13. The method of claim 11 , wherein the section target time is predetermined.
14. The method of claim 11 , wherein the section target time is dynamically updated based on an aggregate of measured section times of a subset of users.
15. The method of claim 11 , further comprising a step of displaying a section of scripted text and, in response to detecting the start of section keystroke, providing a visual indication of a target reading speed on the scripted text, the target reading speed resulting in the scripted text being recited in the section target time.
16. The method of claim 11 , further comprising the steps of:
determining a time required to read a section of text based on average reading speed;
sending the section of text to the user terminal; and
preventing the sending of further text to the user terminal until the determined time has elapsed.
17. The method of claim 11 , wherein the alert is sent only after a predetermined number of recorded section times have been aggregated.