A system for forming a database indexed with content-based parameters, corresponding
to recordings of contacts to a contact center, includes an analysis unit, a mining
unit, and a correlation unit. The analysis unit performs automated-portion analysis
techniques to ascertain predetermined events occurring in recordings of automated
portions of the contacts to the contact center. The mining unit performs audio
mining of recordings of agent portions of the contacts to the contact center. The
correlation unit correlates an event occurring in an agent portion of the recordings
with a corresponding one of a plurality of content-based parameters selected to
be used as indices of the database, and makes an entry in the database based on
the correlated event and the corresponding content-based parameter.
