Multiple interaction live monitoring

Abstract

A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

What is claimed is: 
     
         1 . A method for multiple simultaneous interaction live monitoring, comprising the steps of:
 receiving a plurality of interactions and a plurality of interaction details for each received interaction, the interaction details comprising information descriptive of the content of an interaction;   recording the plurality of interactions received and associating the plurality of interaction details with their respective recordings;   sending the plurality of interactions and their associated plurality of interaction details for presentation via a network; and   presenting the sent plurality of interactions with their associated interaction details simultaneously in a multiple interaction display for live monitoring by a human user.   
     
     
         2 . The method of  claim 1 , wherein the plurality of interactions and their associated plurality of interaction details are sent via a network to contact center agents using an automated call distributor. 
     
     
         3 . The method of  claim 1 , wherein the plurality of interactions comprises an audible customer interaction. 
     
     
         4 . The method of  claim 3 , wherein the plurality of interaction details comprises interaction details for the audible customer interaction. 
     
     
         5 . The method of  claim 4 , wherein the plurality of interaction details comprises additional interaction details collected from publicly available information sources. 
     
     
         6 . The method of  claim 5 , wherein the publicly available information sources comprise a social network. 
     
     
         7 . The method of  claim 4 , wherein the plurality of interaction details comprises additional interaction details collected from private information sources. 
     
     
         8 . The method of  claim 7 , wherein the private information sources comprise a customer service management system.