Audio Hold State Monitoring via Dual-Link Segmentation
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Solution Overview
Problem
Current audio communication systems in call centers lack efficient methods to detect and analyze audio behavior during the hold function, relying on manual supervision, which is time-consuming and resource-intensive, and fails to monitor audio when the hold function is active.
Innovation Solution
An apparatus and method that distinguish between primary and secondary audio using packet marking, different communication links, or protocols, allowing for the transmission and analysis of audio generated during both active and hold states, enabling remote monitoring and analysis of agent behavior.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the hold function is active to prevent remote party from hearing local audio, then audio privacy is improved, but audio monitoring capability deteriorates
Solution Approach 1:
The audio stream is segmented into two separate paths: primary audio (transmitted over audio link) and secondary audio (transmitted over data link). This segmentation allows the system to simultaneously maintain audio privacy during hold while enabling monitoring capability through the separate data link path.
Solution Approach 2:
A packet marker is introduced as an intermediary element that identifies and routes audio packets. The packet marker enables the system to distinguish between primary and secondary audio, allowing simultaneous transmission of private audio during hold while maintaining monitoring capability through marked packets.
2Measurement precision
If manual supervision is used to detect agent behavior, then monitoring accuracy is improved, but resource consumption worsens
Solution Approach 1:
The system performs self-service monitoring by automatically analyzing audio packets through the data link without requiring manual supervisor intervention. The packet markers enable automated identification and routing of audio for analysis, reducing resource consumption while maintaining monitoring accuracy.
Solution Approach 2:
The manual mechanical supervision process is replaced with an automated electronic system that uses packet markers and data link transmission to capture and analyze audio. This substitution eliminates the need for human supervisors to manually review calls, reducing resource consumption while maintaining or improving monitoring accuracy.
3Reliability
If hold function is used to mute audio, then communication quality is improved, but behavior detection capability deteriorates
Solution Approach 1:
The system adds another dimension to audio transmission by creating a parallel data link path for secondary audio. This dimensional change allows behavior detection to occur in the data link dimension while primary audio communication continues uninterrupted in the audio link dimension.
Solution Approach 2:
The system performs preliminary action by marking audio packets with identifiers before transmission. This preliminary marking enables subsequent behavior detection and analysis without interrupting the hold function or primary audio communication, as the markers are already in place for identification.
Data Source
AI summary
Apparatus having corresponding methods comprise a microphone configured to produce audio; a hold control configured to select a connected selection or a hold selection; a processor configured to identify the audio produced during the connected selection as primary audio, and to identify the audio produced during the hold selection as secondary audio; and a transceiver configured to transmit the primary audio and the secondary audio.