Microphone monitoring and analytics

Abstract

Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

What is claimed is: 
     
         1 . A method comprising:
 determining, by a computing device comprising a processing device, an initiation of a new contact session that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI);   determining, prior to an end of the new contact session, a text-based mode wherein audio signals received by the microphone are not communicated to the CI;   analyzing audio signals received via the microphone during the text-based mode;   identifying an utterance spoken by the CCA;   generating contact session metadata based on the utterance;   generating a contact session record that includes the contact session metadata; and   storing the contact session record.   
     
     
         2 . The method of  claim 1 , wherein determining the text-based mode further comprises:
 determining the initiation of an audio interaction mode wherein the CCA and the CI engage in an interactive audio communication session;   determining a termination or suspension of the interactive audio communication session; and   determining the text-based mode based on the termination or suspension of the interactive audio communication session.   
     
     
         3 . The method of  claim 2 , further comprising:
 inhibiting the analysis of audio signals received via the microphone during the audio interaction mode.   
     
     
         4 . The method of  claim 2 , wherein the audio interaction mode comprises video imagery that depicts at least one of the CCA and the CI. 
     
     
         5 . The method of  claim 1 , wherein determining the text-based mode further comprises:
 determining that an interactive communication session mode between the CCA and the CI utilizes communications other than audio communications.   
     
     
         6 . The method of  claim 5 , wherein the interactive communication session mode comprises one of a chat communication session mode and an email communication session mode. 
     
     
         7 . The method of  claim 1 , wherein:
 identifying the utterance spoken by the CCA is based on analyzing the audio signals received via the microphone during the text-based mode and comprises identifying the utterance spoken by the CCA as a predetermined subsequent action command to take an identified additional action after an end of the communication interaction; and   generating the contact session metadata based on the utterance further comprises inserting a post contact action indicator in the contact session metadata and identifying in the contact session metadata the predetermined subsequent action command indicated by the identified utterance.   
     
     
         8 . The method of  claim 7 , wherein the predetermined subsequent action command comprises a review contact session command, the method further comprising:
 processing the contact session record;   determining that the contact session metadata identifies the review contact session command; and   sending a message to a destination, the message identifying the contact session record and the predetermined subsequent action command.   
     
     
         9 . The method of  claim 7 , wherein the predetermined subsequent action command comprises a review contact session command, the method further comprising:
 processing the contact session record;   determining that the contact session metadata comprises the post contact action indicator; and   sending a message to a destination, the message identifying the contact session record and the predetermined subsequent action command.   
     
     
         10 . The method of  claim 1 , wherein:
 identifying an utterance spoken by the CCA is based on analyzing the audio signals received via the microphone during the text-based mode and comprises identifying the utterance spoken by the CCA as a predetermined recording command to generated a post interaction recording of audio signals; and   generating the contact session metadata based on the utterance further comprises generating an audio recording of the audio signals received via the microphone during at least a portion of the text-based mode.   
     
     
         11 . The method of  claim 1 , wherein:
 identifying the utterance spoken by the CCA comprises identifying the utterance spoken by the CCA as a profanity; and   generating the contact session metadata based on the utterance comprises inserting a profanity flag in the contact session metadata.   
     
     
         12 . The method of  claim 1 , wherein:
 identifying the utterance spoken by the CCA comprises identifying a plurality of words spoken by the CCA; and further comprises determining, based on the plurality of words, a sentiment classifier that classifies a sentiment of the CCA; and   generating the contact session metadata based on the utterance comprises inserting the sentiment classifier in a sentiment classification field of the contact session metadata.   
     
     
         13 . The method of  claim 12 , wherein the sentiment classifier classifies the sentiment as at least one of a positive sentiment and a negative sentiment. 
     
     
         14 . A system comprising:
 a contact center computing device comprising:
 a communications interface configured to communicate with a network; and 
 a controller comprising a processing device, the controller coupled to the communications interface and configured to:
 determine an initiation of a new contact session that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI); 
 determine, prior to an end of the new contact session, a text-based mode wherein audio signals received by the microphone are not communicated to the CI; 
 analyze audio signals received via the microphone during the text-based mode; 
 identify an utterance spoken by the CCA; 
 generate contact session metadata based on the utterance; 
 generate a contact session record that includes the contact session metadata; and 
 store the contact session record. 
 
   
     
     
         15 . The system of  claim 14 , wherein to determine the text-based mode the controller is further configured to:
 determine the initiation of an audio interaction mode wherein the CCA and the CI engage in an interactive audio communication session;   determine a termination or suspension of the interactive audio communication session; and   determine the text-based mode based on the termination or suspension of the interactive audio communication session.   
     
     
         16 . The system of  claim 15 , wherein the controller is further configured to:
 inhibit the analysis of audio signals received via the microphone during the audio interaction mode.   
     
     
         17 . The system of  claim 14 , wherein to determine the text-based mode the controller is further configured to:
 determine that an interactive communication session mode between the CCA and the CI utilizes communications other than audio communications.   
     
     
         18 . The system of  claim 17 , wherein the interactive communication session mode comprises one of a chat communication session mode and an email communication session mode. 
     
     
         19 . The system of  claim 14 , wherein:
 to identify the utterance spoken by the CCA the controller is further configured to identify the utterance spoken by the CCA as indicating one of a plurality of commands related to the contact session, the plurality of commands comprising a predetermined recording command and a predetermined subsequent action command, wherein the predetermined recording command comprises a command to generate a post interaction recording of audio signals, and wherein the predetermined subsequent action command comprises a command to take an identified additional action after an end of the communication interaction; and   to generate the contact session metadata based on the utterance the controller is further configured to insert metadata based on and including the recording command or the subsequent action command indicated by the identified utterance.   
     
     
         20 . A computer program product stored on a non-transitory computer-readable storage medium and including instructions configured to cause a processing device to carry out the steps of:
 determining an initiation of a new contact session that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI);   determining, prior to an end of the new contact session, a text-based mode wherein audio signals received by the microphone are not communicated to the CI;   analyzing audio signals received via the microphone during the text-based mode;   identifying an utterance spoken by the CCA;   generating contact session metadata based on the utterance;   generating a contact session record that includes the contact session metadata; and   storing the contact session record.