1. A system for analyzing a chat conversation between an associate and a customer, the system comprising:
a memory;
a processor; and
a module stored in memory, executable by a processor, and configured to:
receive a chat conversation transcript;
analyze the chat conversation transcript;
generate a report based on analysis of the chat conversation transcript; and
transmit the report to the associate.
2. The system of claim 1, wherein receiving the chat conversation transcript comprises importing chat data associated with the chat conversation between the associate and the customer.
3. The system of claim 2, wherein chat data comprises a plurality of lines of the chat conversation and a timestamp associated with each of the lines of the chat conversation.
4. The system of claim 3, wherein analyzing the chat conversation transcript comprises calculating a response time for each line submitted to the chat conversation by the associate.
5. The system of claim 4, wherein the response time is calculated by subtracting a timestamp associated with a first line of the chat conversation submitted by the customer from a timestamp associated a line of the chat conversation submitted by the associate immediately after submission of the first line.
6. The system of claim 5, wherein analyzing the chat conversation transcript comprises determining the calculated response time is greater than or equal to a predetermined response time limit.
7. The system of claim 6, wherein determining the calculated response time is greater than or equal to the predetermined response time limit comprises comparing the calculated response time to the predetermined response time limit.
8. The system of claim 3, wherein analyzing the chat conversation transcript comprises identifying at least one of a spelling error or a grammatical error in a line of conversation submitted by the associate.
9. The system of claim 8, wherein analyzing the chat conversation transcript comprises at least one of highlighting, coloring, bolding, outlining, underlining, italicizing, or modifying text associated with any identified errors identified in the analysis of the chat conversation transcript.
10. The system of claim 3, wherein analyzing the chat conversation transcript comprises identifying a line of conversation submitted by the associate is a pre-approved response selected from a list of pre-approved responses, wherein the system is configured to at least one of highlight, color, bold, outline, underline, italicize, or modify text associated with the identified line of conversation.
11. The system of claim 3, wherein analyzing the chat conversation transcript comprises receiving feedback information provided to the system by an administrator in response to analysis of the chat conversation transcript, wherein the feedback information includes at least one of information associated with the chat conversation transcript, an identification name or number, a group number or name, an administrator number or name, a site or location associated with the associate or administrator, a channel, a chat date, a transcript link associated with the chat conversation transcript, a satisfaction score associated with you associate or an overall satisfaction score, a scope associated with the chat conversation, a query type, or administrator remarks.
12. The system of claim 11, wherein the generated report includes a summary of errors identified based on analysis of the chat conversation transcript.
13. The system of claim 12, wherein the generated report includes at least one suggestion for associate improvement in future chat conversations with customers based on analysis
14. The system of claim 13, wherein the generated report is at least one of an email, a text message, a chat message, a notification, or an alert.
15. The system of claim 3, wherein transmitting the report comprises not saving the chat data, the chat conversation transcript, or information associated with the transcript.
16. The system of claim 10, wherein identifying the line of conversation submitted by the associate is a pre-approved response selected from a list of pre-approved responses comprises comparing the line of conversation to a plurality of pre-approved responses and determining a match between the line of conversation and at least one of the pre-approved responses.
17. The system of claim 7, wherein the predetermined time limit includes a first predetermined time limit and a second predetermined time limit, wherein the first predetermined time limit corresponds to a two-minute response time delay, wherein the second predetermined time limit corresponds to a five-minute response time delay.
18. The system of claim 14, wherein generating the report comprises enabling a user to at least one of override, modify, edit, delete, add, or change information included in the report, wherein the user is at least one of a team manager, a supervisor, a team leader, an administrator, or a chat quality control specialist.
19. A method for analyzing a chat conversation between an associate and a customer, the method comprising:
receiving, using a computing device processor, a chat conversation transcript;
analyzing, using a computing device processor, the chat conversation transcript;
generating, using a computing device processor, a report based on analysis of the chat conversation transcript;
transmitting, using a computing device processor, the report to the associate.
20. A computer program product for analyzing a chat conversation between an associate and a customer, the computer program product comprising a non-transitory computer-readable medium comprising code causing an apparatus to:
receive a chat conversation transcript;
analyze the chat conversation transcript;
generate a report based on analysis of the chat conversation transcript; and
transmit the report to the associate.
The claims below are in addition to those above.
All refrences to claim(s) which appear below refer to the numbering after this setence.
1. A tangible computer readable storage medium having instructions stored thereon that, when executed, cause a machine to:
transmit a first signal from a first point of a communication network to a second point of the communication network, wherein the first point of the communication network and the second point of the communication network are remotely located from one another;
record a first time at which the first signal is transmitted from the first point of the communication network to the second point of the communication network using a first clock, wherein an operation of the first clock is based on a first reference signal generated by a first oscillator located at the first point of the communication network;
obtain a first measurement of at least one performance characteristic associated with the first signal at the first point of the communication network;
associate the first measurement with the first time;
record a second time at which the first signal is received at the second point of the communication network, wherein the second time is recorded using a second clock, wherein an operation of the second clock is based on a second reference signal generated by a second oscillator located at the second point of the communication network, wherein the first reference signal and the second reference signal are substantially similar, and wherein each of the first and second oscillators has an original input reference having a drift that is less than 1.6\xd710\u22128 in one year;
obtain a second measurement of the performance characteristic of the first signal as received at the second point of the communication network;
associate the second measurement with the second time;
compare the first measurement and the second measurement of the performance characteristic as a function of the first and second times; and
determine at least one end-to-end performance characteristic of the communication network based on the comparison of the first and second measurements.
2. A tangible computer readable storage medium as defined in claim 1, wherein the first and second oscillators comprise Stratum-2 oscillators.
3. A tangible computer readable storage medium as defined in claim 1, wherein the end-to-end performance characteristic includes at least one of signal distortion, signal duplication, signal intensity, and signal-to-noise ratio.
4. A tangible computer readable storage medium as defined in claim 1, wherein the first point of the communication network is a customer premises equipment.
5. A tangible computer readable storage medium as defined in claim 1, wherein the second point of the communication network is a customer premises equipment.
6. A tangible computer readable storage medium as defined in claim 1, wherein the second point of the communication network is a device within a central office.
7. A machine accessible tangible computer readable storage medium as defined in claim 1, having instructions stored thereon that, when executed, cause the machine to receive a third signal indicating that the first clock has received the first reference signal and a fourth signal indicating that the second clock has received the second reference signal.
8. A tangible computer readable storage medium as defined in claim 7, having instructions stored thereon that, when executed, cause the machine to provide a third reference signal via a satellite to the first clock and the second clock.
9. A system for testing a communication network, comprising:
means for transmitting a first signal from a first point of the communication network to at least a second point of the communication network, wherein the first point of the communication network and the second point of the communication network are remotely located from one another;
means for recording a first time at which the first signal is transmitted from the first point of the communication network to the second point of the communication network using a first clock, wherein an operation of the first clock is based on a first reference signal generated by a first oscillator located at the first point of the communication network;
means for obtaining a first measurement of at least one performance characteristic associated with the first signal at the first point of the communication network;
means for associating the first measurement with the first time;
means for recording a second time at which the first signal is received at the second point of the communication network, wherein the second time is recorded using a second clock, wherein an operation of the second clock is based on a second reference signal generated by a second oscillator located at the second point of the communication network, wherein the first reference signal and the second reference signal are substantially similar, and where each of the first and second oscillators has an input reference having a drift that is less than 1.6\xd710\u22128 in one year;
means for obtaining a second measurement of the performance characteristic of the first signal as received at the second point of the communication network;
means for associating the second measurement with the second time;
means for comparing the first measurement and the second measurement of the performance characteristic as a function of the first and second times; and
means for determining at least one end-to-end performance characteristic of the communication network based on an output of the comparing means.
10. The system of claim 9, wherein the first and second oscillators comprise Stratum-2 oscillators.
11. The system of claim 9, wherein the end-to-end performance characteristic includes at least one of signal distortion, signal duplication, signal intensity, and signal-to-noise ratio.
12. The system of claim 9, wherein the first point of the communication network is a customer premises equipment.
13. The system of claim 9, wherein the second point of the communication network is a device within a central office.
14. A system for testing a communication network, comprising:
a signal generator to transmit a first signal from a first point of the communication network to a second point of the communication network, wherein the first and second points are remotely located from one another and the signal generator is to obtain a first measurement of at least one performance characteristic associated with the first signal;
a first clock to record a first time at which the first signal is transmitted from the first point of the communication network to the second point of the communication network, wherein the first clock is to associate the first measurement with the first time;
a first oscillator located at the first point of the communication network, wherein an operation of the first clock is based on a first reference signal generated by the first oscillator;
a signal receiver to receive the first signal at the second point of the communication network, wherein the signal receiver is to obtain a second measurement of the performance characteristic associated with the first signal;
a second clock to record a second time at which the first signal is received at the second point of the communication network, wherein the second clock is to associated the second measurement with the second time;
a second oscillator located at the second point of the communication network, wherein an operation of the second clock is based on a second reference signal generated by the second oscillator, wherein the first reference signal and the second reference signal are substantially similar, wherein each of the first and second oscillators has an input reference having a drift that is less than 1.6\xd710\u22128 in one year, and wherein the signal receiver is to compare the first measurement and the second measurement of the performance characteristic as a function of the first and second times and to determine at least one end-to-end performance characteristic of the communication network based on the comparing.
15. The system of claim 14, wherein the first and second oscillators comprise Stratum-2 oscillators.
16. The system of claim 14, wherein the end-to-end performance characteristic includes at least one of signal distortion, signal duplication, signal intensity, and signal-to-noise ratio.