Abstract: An interaction management system receives audio files of interactions between a customer and customer service agent and client provided metadata from a client. The interaction management system provides an interface for creating enhanced metadata based on the received audio file and client provided metadata using a capture interface. The capture interface allows a user to label the audio file with event labels and sentiment labels at particular time stamps in the audio file to be presented back to the user as a visual sequential representation of the captured data. The interaction management system saves the captured metadata in an interaction file associated with the client provided audio file. The interaction management system provides users with a targeting interface allowing the users to target audio files of interactions based on metadata targeting criteria.

Abstract: An interaction management system receives audio files of interactions between customers and customer service agents and client provided metadata from a client. The interaction management system provides an interface for creating enhanced metadata based on the received audio file and client provided metadata using a capture interface. The capture interface allows a user to label the audio file with event labels and sentiment labels at particular time stamps in the audio file. The interaction management system saves the captured metadata in an interaction file associated with the client provided audio file to be presented back to the user as a visual sequential representation of the captured data.