A method at a computing device includes obtaining time-varying teleconferencing data of a teleconference session with two or more participants, where the teleconferencing data includes one or more of audio data and video data, determining one or more participant quality signals for at least one of the participants based on the teleconferencing data, where at least one of the participant quality signals varies over time; determining for at least one of the participants participant quality metrics based on the participant quality signals; and providing to at least one of the participants information corresponding to the participant quality metrics, where the information is provided in one or more of graphical, textual, and audible form.

Merchant/consumer calls may be recorded and evaluated according to a variety of criteria. The call recordings and analyses thereof, as well as consumer tracking information, may be displayed in a user interface of a web-based online portal for convenience in evaluating the use and efficacy of marketing channels as well as the quality of merchant/consumer interactions. In an aspect, the user interface provides a representation of a variety of telephone calls as an interactive keyword cloud that presents business-value-specific keywords targeted for detection during such telephone calls. The keyword cloud may depict keywords in a range of colors, sizes, and relative positioning to connote varied degrees of significance, such as a relative rate of occurrence of keywords in the represented telephone calls. Each keyword in the keyword cloud may contain a hyperlink to related content such as a listing of telephone calls containing the keyword.

A speech analytics system detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the speech analytic system and transmitted to a checkpoint and alert reporting module, which is configured to generate and update a checkpoint widget displayed to the agent. The checkpoint widget provides visual information regarding the status of the checkpoints encountered during the call. Checkpoint widgets may be stored for each call handled by an agent, and subsequently may be requested for display to a supervisor for reviewing of the agent's performance. Upon providing appropriate filter information, the selected widgets may be displayed using a time-line. By selecting a particular checkpoint indicator on a widget, audio from the call associated with that checkpoint is retrieved and streamed to the supervisor, thus allowing auditory review of that portion of the call.

Disclosed embodiments relate generally to systems and methods for automatically analyzing and categorizing phone calls for subsequent processing by telecommunications systems. Waveform and/or data analysis may automatically be performed on incoming call records in real or near real time.

In a method of controlling a real-time conference session there is a first user and a second user connected to a media processing unit. The first user has a passive mode wherein data is received at and transmitted by the first users communication terminal as passive data but not received by the communication terminal of the second user and an active mode wherein the data received and transmitted by the first user's terminal and received by the second user's terminal as active data. When the first user switches from the passive mode to the active mode there is a duration of the conference call that is left to be transmitted to the second user. That portion has been recorded and is played at a faster rate to the second user.

Merchant/consumer calls may be recorded and evaluated according to a variety of criteria. The call recordings and analyses thereof, as well as consumer tracking information, may be displayed in a user interface of a web-based online portal for convenience in evaluating the use and efficacy of marketing channels as well as the quality of merchant/consumer interactions. In an aspect, the user interface provides a representation of a variety of telephone calls as an interactive keyword cloud that presents business-value-specific keywords targeted for detection during such telephone calls. The keyword cloud may depict keywords in a range of colors, sizes, and relative positioning to connote varied degrees of significance, such as a relative rate of occurrence of keywords in the represented telephone calls. Each keyword in the keyword cloud may contain a hyperlink to related content such as a listing of telephone calls containing the keyword.

Techniques for processing content for communication sessions are described. Implementations, for example, enable various ways of detecting and storing events that occur during communication sessions.

Approaches for recording and playing back a portion of a telephone call are provided. An approach includes establishing a subscriber of a recording and play back service. The approach includes recording, by a computing device, a portion of a conversation of the subscriber that occurs in a call between a first telephone and a second telephone. The approach additionally includes storing, by the computing device, the portion of the conversation when the call ends. The approach further includes analyzing, by the computing device, the stored portion of the conversation to detect predefined keywords. The approach also includes automatically providing the subscriber with an option to play back the stored portion of the conversation when at least one of the predefined keywords is detected during the analyzing.

A method for processing audio data, the method comprising: receiving audio data corresponding to a plurality of instances of audio, including at least one of: (a) audio data from multiple endpoints, recorded separately or (b) audio data from a single endpoint corresponding to multiple talkers and including spatial information for each of the multiple talkers; rendering the audio data in a virtual acoustic space such that each of the instances of audio has a respective different virtual position in the virtual acoustic space; and scheduling the instances of audio to be played back with a playback overlap between at least two of the instances of audio, wherein the scheduling is performed, at least in part, according to a set of perceptually-motivated rules.

An asynchronous audio discussion system may provide a set of users with access to an asynchronous audio discussion forum, receive first voice data at a first time, and receive second voice data at a second time that is later than the first time. The asynchronous audio discussion system may generate a first voice entry based on the first voice data and a second voice entry based on the second voice data. The asynchronous audio discussion system may provide, within the asynchronous audio discussion forum, the first voice entry and the second voice entry for playback by one or more users included in the set of users.