Last month, as part of a wider announcement of unified communications tools, Cisco unveiled Unified Customer Interaction Analyzer, a managed service that is built around eLoyalty Corp.'s Behavioral Analytics (BA) software.

The software developed by Lake Forest, Ill.-based eLoyalty can graphically scan calls to detect problems. For example, it can tell if a customer became angry with a call center agent before being transferred to a supervisor or was put on hold for an unacceptable length of time, Cisco executives said at VoiceCon Spring 2006 in Orlando.

Trouble spots in a call are shown on a PC screen as red dots plotted on a horizontal line. Users can click on a dot to get a brief description of what happened or even listen to that portion of the call.

Uniprise, a Hartford, Conn.-based division of UnitedHealth Group Inc. that manages health care benefits for large companies, is an eLoyalty customer that has been using BA since December.

About 300 call center agents have the software now, and it will be rolled out to all 3,000 of the unit's U.S.-based agents this year, said John Reinke, senior vice president of the Uniprise Innovation Lab in Minnetonka, Minn.