Entries |
Document | Title | Date |
20080199000 | System and method for monitoring agents' performance in a call center - The present invention discloses a system and method for monitoring customer service agents' performance according to the interaction with one or more customers in a call center. The system comprises a call control server, a management console, and an agent console. The management console sends the call control server a first request, carrying a predetermined tag, to initiate a monitoring session, thereby triggering the call control server to send the agent console a second request, carrying the predetermined tag, to establish the monitoring session with the management console without notifying the agent, wherein during the monitoring session the agent console forwards a copy of data streams, related to the activities of the agent and one or more customer, to the management console. | 08-21-2008 |
20080240404 | Method and system for aggregating and analyzing data relating to an interaction between a customer and a contact center agent - A method and system for aggregating data associated with an interaction between a customer and a customer service representative is provided. The method is implemented by a readable medium having a plurality of code segments. The method includes the step of receiving customer service representative call activity data, the customer service representative call activity data including one or more of the following data types: customer service representative on-call activity data, customer service representative after-call activity data, customer service representative screen analytics, customer service representative desktop recording data. The method also includes the step of receiving customer call activity data. The method also includes the step of receiving an interaction between a customer and a customer service representative and generating associated voice data from the interaction. The method also includes the step of receiving human resources data from a human resources database, the human resources data being associated with at least one customer service representative. The method also includes the step of analyzing the customer service representative call activity data, the customer call activity data, the voice data, and the human resources data. In addition, a code segment is provided for generating customer service representative performance data based on the analysis of the customer service representative call activity data, the customer call activity data, the voice data and the human resources data. | 10-02-2008 |
20080240405 | Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics - A method and system for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method includes the step of organizing a plurality of agents based on a predetermined criteria. The method also includes the step of selecting a range of the organized plurality of agents and identifying a plurality of interactions associated with the organized plurality of agents within the selected range. The method also includes the step of receiving voice data associated with each of the identified interactions. The method also includes the step of receiving agent call activity data associated with each of the identified interactions, the agent call activity data comprising at least one of agent on-call activity data, agent after-call activity data, and agent screen analytics and desktop recording. The method also includes the step of receiving customer call activity data associated with each of the identified interactions. The method also includes the step of receiving customer history data corresponding to each customer of each of the identified interactions. The method also includes the step of analyzing the voice data, the agent call activity data, the customer call activity data, and the customer history data associated with each of the identified interactions. In addition the method includes the step of generating business process analytics for the identified interactions, the business process analytics comprising a code segment for generating dissatisfaction data for each of the identified interactions based on the analyzed voice data, the agent call activity data, the customer call activity data, and the customer history data. | 10-02-2008 |
20080267386 | Performance Motivation Systems and Methods for Contact Centers - An embodiment of a system for optimizing agent performance includes a data collector configured to receive data representative of contact center statistics from a contact center and to use the statistics to calculate performance metrics. The system also includes a presentation module configured to provide data representative of the performance metrics to a client device configured to present the performance metrics for consideration by an agent associated with the contact center. The performance metrics are representative of agent performance in relation to at least one predefined performance threshold. In certain embodiments, the statistics include a customer satisfaction survey score that is based on actual feedback received from a customer. In certain embodiments, the performance metrics are provided to the client device in real time or near real time. | 10-30-2008 |
20090003583 | METHOD FOR ENHANCING CALL CENTER PERFORMANCE - A method for improving call center performance. The method includes the steps of, for each call, collecting data comprising: date, supervisor, associate, and a categorization as to single, last, or transfer; summarizing said data on a periodic basis by supervisor, associate, and percentage of single, last, transfer, and stream, wherein percentage of stream is the residual after subtracting said percentage of single, last, and transfer categories; and presenting said summarized data to supervisors to provide feedback on the effectiveness of said supervisor's call coaching of associates. A system for enhancing call center performance is also provided. | 01-01-2009 |
20090016522 | Monitoring service personnel - An approach for monitoring interaction between individuals engaged in a communication session is disclosed. The individuals are described herein as a customer service representative and a customer and the communication session is accomplished over a communication network. Audio data embodying the communication session is copied and stored to a media file in conjunction with video data captured by a video capture device monitoring the customer service representative. The media file is a data structure in which the audio data and the video data are stored in segmented fashion. Each segment of audio data is associated with a segment of video data based on a common time reference, thereby providing synchronized documentation of the communication session. The media file is stored on a database and available to a supervisor using a server computer to monitor the communication session for quality assurance or other evaluation purposes. | 01-15-2009 |
20090080640 | System and method for retaining calls into a call center - A system and method for retaining calls info a call center is provided. A multiplicity of calls is received into a call center. The nature of each call is determined and the calls are temporarily saved. One or more of the saved calls is retained by performing a plurality of evaluations against criteria. The saved calls that are not retained are discarded. Each of the saved calls retained are stored as a recording identified by the nature of each call. | 03-26-2009 |
20090092241 | CONTACT HANDLING SYSTEMS INCLUDING AUTOMATED RETURN CONTACT RESPONSE REMINDERS - Many of the improvements in contact handling systems which may result from the teachings disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, response to contacts, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein relate to automatically improving company representative performance proficiency, training, incentives, scheduling, ensuring timely customer response, and workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry. | 04-09-2009 |
20090103708 | Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation - The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation. | 04-23-2009 |
20090185672 | Method for Reporting Activity of Multi-Appearance Call-Center Agent - A method and apparatus are provided for monitoring activities of a plurality of agents servicing a plurality of calls for an organization. The method includes the steps of monitoring a plurality of applications on a terminal of an agent of the plurality of agents, detecting selection of an application of the plurality of applications, identifying a call associated with the selected application of the plurality of calls and saving a time of selection and an identifier of the application in a respective file or database of the identified call for future retrieval. | 07-23-2009 |
20090190740 | Systems and Methods for Routing Callers to an Agent in a Contact Center - Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction. | 07-30-2009 |
20090214020 | CATEGORY BASED ORGANIZATION AND MONITORING OF CUSTOMER SERVICE HELP SESSIONS - A method and computer readable medium are provided for monitoring customer support sessions based on at least one category associated with the customer support sessions. A request from an administrator for information associated with unresolved support sessions is received. A set of support categories is presented to the administrator. A selection of at least one support category is received from the administrator. A set of first level customer support agent identifiers associated with at least one support session queued under the at least one support category which has been selected is presented to the administrator. | 08-27-2009 |
20090274289 | METHOD AND A SYSTEM FOR ACQUIRING CALLING PARTY FEEDBACK - The invention relates to a survey system SS comprising
| 11-05-2009 |
20100002864 | Method and System for Discerning Learning Characteristics of Individual Knowledge Worker and Associated Team In Service Delivery - A method and system for measuring the learning ability and productivity of knowledge workers related to the delivery of services in service industry sectors, such as information technology (IT), healthcare and accounting. The method and system applies broadly to service domains that have a strong correlation between the learning ability and skill level of workers wherein the correlation affects the quality of service delivery. Utilizing data mining techniques, the method and system captures, analyzes and benchmarks individual knowledge worker's skill(s) in order to normalize individual service agent proficiencies. The normalized service agent proficiencies allows the relative learning and skill indices of the individual service agents to be determined such that the skills and learning abilities of individual service agents to be determined. The method and system allows best practices and training thresholds to be determined. | 01-07-2010 |
20100158237 | Method and Apparatus for Monitoring Contact Center Performance - A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least one occurrence of at least one word in an audio stream of a communication session. A speech analyser is operable, during a communication session involving an agent station of the contact center, to detect the occurrence of one of the speech events. An event generator is responsive to detection of one of the speech events, for issuing an event notification during the communication session identifying the speech event to a reporting component of the contact center which has been configured to receive such event notifications. A display displays event data for contacts being handled by the contact center in real-time at a supervisor station of the contact center, the displayed event data including the speech event identified in the event notification. | 06-24-2010 |
20110007889 | METHOD AND SYSTEM FOR MANAGING A QUALITY PROCESS - Embodiments of the invention are directed to a computer-implemented method of performing a quality evaluation. The method may include selecting from a plurality of interaction recordings at least one interaction recording according to at least one KPI. The method may include associating a selected interaction recording with a predefined evaluation form, presenting interactions selected for evaluation to an evaluator and performing a predefined action based on a result of the evaluation. | 01-13-2011 |
20110013765 | Management of Call Handling Treatments - The provision of call handling treatments in sequence to callers interacting with an automated call-handling system is managed by: | 01-20-2011 |
20110103572 | SYSTEMS AND METHODS FOR ANALYZING CONTACT CENTER INTERACTIONS - Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a contact center agent and a customer; and assessing quality of the interaction based, at least in part, on information corresponding to at least one of: a history of the customer; and an event corresponding to the customer and occurring subsequent to the interaction. | 05-05-2011 |
20110216896 | DESKTOP RECORDING ARCHITECTURE FOR RECORDING CALL SESSIONS OVER A TELEPHONY NETWORK - Systems and methods for recording call sessions over a telephony network using a desktop recording architecture are disclosed. An illustrative system for recording call sessions over a telephony network includes one or more user telephone stations equipped with a telephone and computer desktop, and one or more additional record services or record servers. A desktop recording service associated with the computer desktop is configured to operate as either a primary or secondary recording service for recording inbound or outbound calls conducted over the user telephone station. | 09-08-2011 |
20120069986 | METHOD AND SYSTEM FOR MONITORING CONTACT CENTER TRANSACTIONS - A method and system for concurrently monitoring contact center agents. A user interface executes on a supervisor station and displays multiple agent identifiers, including a first agent identifier and a second agent identifier, on a display device. The supervisor station provides to a three-dimensional spatial audio engine (3DSAE) first audio attribute data identifying a location of the first agent identifier in the user interface with respect to a supervisor reference position, the first audio attribute data including first audio direction data and first audio distance data. The supervisor station receives from the 3DSAE first voice signals corresponding to the first agent identifier, wherein the first voice signals include aural characteristics based on the first audio attribute data, and presents the first voice signals to an output port. | 03-22-2012 |
20120263291 | ADAPTIVE, SELF-LEARNING OPTIMIZATION MODULE FOR RULE-BASED CUSTOMER INTERACTION SYSTEMS - A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least maintaining the communication with said customers; management rules comprising one or more rule parameters, enforcing interaction behavior during all interactions with customers; and an adaptive, self learning module, for: monitoring interactions with customers; upon completion of each interaction, recording a corresponding set of full interaction details, which includes rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and using an adaptive engine, periodically analyzing said sets of recorded full interaction details, and producing one or more modified rules having modified rule, parameters, and enforcing said modified rules over future interactions with customers. | 10-18-2012 |
20130022194 | AGENT SKILL PROMOTION AND DEMOTION BASED ON CONTACT CENTER STATE - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to unexpected changes in processing conditions without significantly impacting the overall performance of the contact center. | 01-24-2013 |
20130129071 | SYSTEM AND METHOD FOR REAL-TIME CUSTOMIZED AGENT TRAINING - A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may be sent a report summarizing the successful interaction by the second agent. | 05-23-2013 |
20130163744 | APPARATUSES, METHODS AND SYSTEMS FOR ACCESSING A NEW CUSTOMER SERVICE REPRESENTATTIVE AND FOR MONITORING CUSTOMER SERVICE - This disclosure details the implementation of methods, systems and computer program products for a customer satisfaction engine (CSE). Embodiments of the CSE allow callers to key in customer satisfaction data using a rating system and/or to change customer service representatives (CSR) during the course of a customer service call rather than after the call has ended. Caller generated ratings may be stored in a database in association with the respective CSR profile for later access, analysis, and/or review. CSE embodiments may also allow customers to log in to a website and view operations made by the CSR as a service call progresses. CSE systems may provide for improved customer service and allow companies improved efficiency, monitoring and reporting of CSR performance. | 06-27-2013 |
20130177148 | System And Method For Analyzing Agent Interactions - A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction. | 07-11-2013 |
20130223613 | CONTACT CENTER MONITORING - Methods and systems for providing a graphical depiction of a communication system incorporating multiple call centers distributed around the globe are provided. The user interface can present the graphical depiction in two or three dimensions. In addition, the user interface can provide a view of details concerning the performance of communication system components or events affecting the performance of such components, and can enable a supervisor to manipulate contact center parameters. | 08-29-2013 |
20130235998 | EFFICIENCY REPORT INCORPORATING COMMUNICATION SWITCH STATISTICS - Systems, apparatuses, methods, and media for generating an efficiency report in a communication service center are provided. According to the systems, apparatuses, methods, and media, communication statistics of an operator are obtained from a communication database. Work statistics of the operator are also obtained. An entry code that corresponds to an input statistic of the operator is received. The communication statistics, the work statistics, and the input statistic of the operator are integrated, and the efficiency report is generated based on the integrating of the communication statistics, the work statistics, and the input statistic of the operator. | 09-12-2013 |
20130235999 | STORAGE, PROCESSING, AND DISPLAY OF SERVICE DESK PERFORMANCE METRICS - An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking system, a performance metrics (PM) database, a PM database module, a PM display data module, and a PM client module. The PM database module may retrieve call statistics data from the call management system database and issue tracking data from the issue tracking system database, and store the data in the PM database. The PM client module may obtain call statistics data and issue tracking data from the PM database via the PM display data module. The PM client module may display the obtained call statistics data and issue tracking data in one or more user interface elements. | 09-12-2013 |
20130266133 | METHOD FOR PROCESSING A CUSTOMER REQUEST THROUGH A PLURALITY OF COMMUNICATION INTERFACES AND FOR SUPERVISING SUCH PROCESSING - A method is provided for processing a customer request through a plurality of communication interfaces and for supervising such processing. Upon reception of a supervision request from a supervisor client application for supervising an operator client application, the connections established with the operator client application are monitored. When an operator of a supervised operator client application is selected for processing a customer, a connection between the communication interface and the supervised operator client application is supervised, and discussion context information of the established connection is stored in a data repository. If a connection through a different communication interface concerning the same request is established by the supervised operator client application, the discussion context information of the connection made through the different communication interface is added to the information already stored in association with the session. | 10-10-2013 |
20140050312 | History Management Apparatus, History Management Method And History Management Program - A history management apparatus that includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent to one call, from a plurality of fragment data sets acquired; an image generation part that generates data of a display image indicating the history of response states of the agent to the one call, based on the historical data set; and a display control part that causes the display image to be displayed on a display unit. | 02-20-2014 |
20140050313 | History Management Apparatus, History Management Method And History Management Program - A history management apparatus includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent to one call, from a plurality of fragment data sets acquired; an extraction part that extracts a historical data set satisfying predetermined conditions, respectively, among the historical data sets; an image generation part that generates data of a display image displaying information specifying a call corresponding to the historical data set extracted, along with information indicating the predetermined conditions; and a display control part that causes the display image to be displayed on a display unit. | 02-20-2014 |
20140064473 | METHODS AND SYSTEM FOR ANALYZING SEPARATED VOICE DATA OF A TELEPHONIC COMMUNICATION BETWEEN A CUSTOMER AND A CONTACT CENTER BY APPLYING A PSYCHOLOGICAL BEHAVIORAL MODEL THERETO - A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data. | 03-06-2014 |
20140079208 | INTERACTIVE VOICE RESPONSE SYSTEM AND METHOD WITH COMMON INTERFACE AND INTELLIGENT AGENT MONITORING - A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems. | 03-20-2014 |
20140086402 | MATCHING USING AGENT/CALLER SENSITIVITY TO PERFORMANCE - A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents. | 03-27-2014 |
20140140496 | REAL-TIME CALL CENTER CALL MONITORING AND ANALYSIS - Systems and methods are provided for analyzing conversations between customers and call center agents in real-time. An agent may be located at an agent station having a display screen. A continuous audio feed of the conversation between a customer and an agent may be received. For every second that the customer is speaking, a customer emotion score may be calculated in real-time. A frequency at which calculated customer emotion scores equal or exceed an emotion score threshold during a specified time interval may be calculated in real-time during the conversation. The calculated frequency for the customer may be compared, in real-time, to a plurality of specified frequency thresholds. A visual representation corresponding to a highest of the plurality of specified frequency thresholds that is equaled or exceeded by the calculated frequency for the customer may be displayed in real-time on the display screen of the agent station. | 05-22-2014 |
20140140497 | REAL-TIME CALL CENTER CALL MONITORING AND ANALYSIS - Systems and methods are provided for analyzing conversations between customers and call center agents in real-time. An agent may be located at an agent station having a display screen. A continuous audio feed of the conversation between a customer and an agent may be received. For every second that the customer is speaking, a customer emotion score may be calculated in real-time. A frequency at which calculated customer emotion scores equal or exceed an emotion score threshold during a specified time interval may be calculated in real-time during the conversation. The calculated frequency for the customer may be compared, in real-time, to a plurality of specified frequency thresholds. A visual representation corresponding to a highest of the plurality of specified frequency thresholds that is equaled or exceeded by the calculated frequency for the customer may be displayed in real-time on the display screen of the agent station. | 05-22-2014 |
20140146958 | SYSTEM AND METHOD FOR REAL-TIME PROCESS MANAGEMENT - A system and method for real-time process management. An attribute of a process currently performed may be related to a key performance indicator (KPI) threshold. A system may determine, in real-time, the KPI threshold was breached. An indication may be provided to, for example, a mobile device. Feedback related to an intervention of an expert may be received on the mobile device. | 05-29-2014 |
20140169548 | Managing Reserve Agents In A Contact Center - A reserve agent management system (“RAMS”) allows a user, such as a contact center agent or administrator, to access and edit a reserve schedule. In one embodiment, the reserve schedule indicates times, called reserve times, during the agent's off-hours when the agent would be willing to receive a recall invitation and potentially return to work. When, during operation of the contact center, a determination is made that additional agent resources are needed, agents having compatible reserve times are notified and invited to be recalled. Agents responding and agreeing to be recalled are then recalled by being scheduled to work at certain recall times. In another embodiment, agent's break times can be shifted to potentially accommodate unexpected changes in the required agent resources. The RAMS allows administrators and agents a limited amount of flexibility in adapting agent work schedules to accommodate unplanned needs for agent resources. | 06-19-2014 |
20140185788 | SYSTEM AND METHOD TO DIAGNOSE AND IMPROVE REPRESENTATIVE AND ORGANIZATIONAL PERFORMANCE - Disclosed is a system and method for providing a view of performance data based on a number of performance rating criteria for evaluating a plurality of customer service agents across an enterprise. The method includes receiving data corresponding to call handling for an agent; processing data to generate performance data for said first agent based on process steps followed by the agent for handling a call type; assigning a color scheme to process steps depending on the importance of the steps to an enterprise; and transmitting a signal to display agent performance data based on the color scheme and indicative of steps missed by the agent. | 07-03-2014 |
20140192970 | SYSTEM TO SUPPORT CONTEXTUALIZED DEFINITIONS OF COMPETITIONS IN CALL CENTERS - A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance metrics, a visualization component which generates a visual interface for display to a supervisor, and a processor which implements the components. The method includes receiving information related to a set of agents operating in a work environment. A first aggregated value for a first performance metric and a second aggregated value for a second performance metric are computed. The first and second values are visualized, and a predicted effect on the second performance metric when the first performance metric is altered is visualized. The device serves as a decision-making support tool including a plurality of control mechanisms for altering at least one performance metric and displaying the predicted effect on another. | 07-10-2014 |
20140211932 | CALL CENTER ISSUE RESOLUTION ESTIMATION BASED ON PROBABILISTIC MODELS - A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate is determined for the calls in the set that were released by the customer, and a second issue resolution rate is determined for the calls in the set that were released by the call center agent. The method also includes determining a difference between the first issue resolution rate and the second issue resolution rate. The determined difference is used to generate a performance assessment for the call center agent. | 07-31-2014 |
20140211933 | Graphical User Interface With Contact Center Performance Visualizer - A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values. | 07-31-2014 |
20140233720 | METHODS AND SYSTEMS FOR DETECTING UNUSUAL PATTERNS IN FUNCTIONAL DATA - A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user. | 08-21-2014 |
20140241519 | Identification of Non-Compliant Interactions - A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script. | 08-28-2014 |
20140254787 | ENHANCED QUALITY MONITORING - A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring. | 09-11-2014 |
20140270138 | SECRET TRANSFERS IN CONTACT CENTERS - A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing. | 09-18-2014 |
20140270139 | METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA - A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center. | 09-18-2014 |
20140294170 | AUDIO RECORDING APPARATUS, AUDIO RECORDING METHOD AND AUDIO RECORDING PROGRAM - An audio recording apparatus that includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent to one call, from a plurality of fragment data sets acquired; a talking storage part that stores audio recording data of talking of the agent; a display control part that causes a link display image to be displayed on a display unit, the link display image indicating a link to the corresponding audio recording data, in association with historical display of response states of the agent, based on the historical data set; and a replaying part that replays the audio recording data, when the link display image is selected. | 10-02-2014 |
20140362984 | SYSTEMS AND METHODS FOR ANALYZING COACHING COMMENTS - The methods, apparatuses, and systems described herein are designed to analyze comments provided by a coach relating to an agent's interaction with a customer. The methods include receiving a coaching comment regarding an agent's interaction with a customer, applying at least one scoring algorithm to the comment, and outputting a score of the scoring algorithm. | 12-11-2014 |
20140376709 | SYSTEM AND METHOD FOR MODIFYING PARAMETERS IN A CONTACT CENTER - A parameters modification system for a contact center is provided. The parameters modification system includes an input module for enabling a user to provide an input indicating one or more parameters required to be modified. The parameters modification system further includes a determination module for determining a surface based on key performance indicators (KPIs) associated the one more parameters. The determination module further determines an optimal path in the determined surface. The parameters modification system further includes a modification module for modifying the one or more parameters along the determined optimal path so that key performance indicators associated with the one or more parameters remain within a predetermined threshold. | 12-25-2014 |
20140376710 | METHOD AND SYSTEM FOR OPTIMIZING PERFORMANCE WITHIN A CONTACT CENTER - A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level. | 12-25-2014 |
20140376711 | MOBILE MONITORING FOR SUPERVISORS - A mobile service observing integration system efficiently utilizes multi-functional smart devices providing operating system support for native applications and application programming interface support for third-party applications, allowing seamless mobile communication between a contact center and its agents and supervisors. | 12-25-2014 |
20150030151 | NEXT BEST ACTION METHOD AND SYSTEM - The Next Best Action (NBA) management system and method is a real time decision solution usable in multiple industries, including Telco industry. The NBA system identify offers for call agents to pitch to customers, calculate and allow call center organizations and agents to view performance analytics, including an Inbound Campaign Agent Performance Index (ICAPI) for each agent. The NBA system uses usage oriented key performance indicators (KPIs) and sales oriented KPIs to add a weighted portion of the usage oriented KPIs and the sales oriented KPIs to calculate the ICAPI for each agent. | 01-29-2015 |
20150086003 | BEHAVIORAL PERFORMANCE ANALYSIS USING FOUR-DIMENSIONAL GRAPHS - A computing device obtains call data for multiple calls received at a call center and plots individual calls of the multiple calls, based on the call data, against three behavioral measures related to agent activities. The computing device identifies an optimal zone, among the plotted individual calls, for a selected performance metric value over the three behavioral measures. The computing device also plots a particular agent's calls, based on the call data, against the three behavioral measures and identifies an agent's zone, among the plotted agent's calls, for the selected performance metric value. The computing device generates a visual model of the optimal zone and the agent's zone within the context of the three behavioral measures. | 03-26-2015 |
20150098560 | SYSTEM AND METHOD FOR AUTOMATED ASSIGNMENT OF MONITORING IN A CONTACT CENTER - A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed. | 04-09-2015 |
20150098561 | SYSTEM AND METHOD FOR REAL-TIME MONITORING OF A CONTACT CENTER USING A MOBILE COMPUTER - A system and method is provided for monitoring a contact center in real-time. An overview page may be displayed providing information associated with a plurality of agents in a contact center including real-time status information indicating that one or more of the plurality of agents are currently involved in customer interactions and indicating progress of the interactions. An interaction page may be displayed for a selected one of the customer interactions providing computer-generated information summarizing the customer interaction in real-time. A user may be connected to the customer or agent to intervene in the selected interaction. | 04-09-2015 |
20150131793 | CONTACT CENTER SYSTEM WITH EFFICIENCY ANALYSIS TOOLS - An agent efficiency analysis system for a contact center performs analysis and comparisons on where the agents' time is being spent. The system integrates data from multiple systems Automatic Call Distribution, Integrated Voice Response and Work Force Management contact center applications and organizes the data against a standard set of metrics. Statistical trend analysis (long-term and short-term) may be performed. | 05-14-2015 |
20150139414 | COMMUNICATION SESSION ASSESSMENT - A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include a data store and an output device, respectively. The analyzer identifies a communication session attribute. An automated or human reviewer of a stored communication session forwards an assessment for an observed communication session. The data store receives and stores the communication session attribute with the assessment in a common format. Alternatively, an output device generates a representation that includes the communication session attribute and the assessment. When customer feedback is available for a particular communication session, the system identifies the communication session as one that should be reviewed. Once an internal reviewer indicates that the review/assessment is complete, the system presents communication session attributes together with the session assessments from both the internal reviewer and the customer. | 05-21-2015 |
20150304496 | CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION - Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions. | 10-22-2015 |
20150304497 | CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION - Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions. | 10-22-2015 |
20150350434 | SUPERVISORY COMMUNICATION SYSTEM - A method may include identifying diverse applications associated with supervision of agent work stations. The method may include generating a unified view interface based on supervisory communications associated with the diverse applications and receiving a request for the unified view interface from a supervisory interface device. The method may include exporting the unified view interface to the supervisory interface device. The method may further include receiving notifications associated with the diverse applications, and sending the notifications to the supervisory interface device. | 12-03-2015 |
20150381807 | ENHANCING WORK FORCE MANAGEMENT WITH SPEECH ANALYTICS - A method for generating an agent work schedule includes: analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analyzing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness. | 12-31-2015 |
20160006872 | SYSTEM AND METHOD TO DIAGNOSE AND IMPROVE REPRESENTATIVE AND ORGANIZATIONAL PERFORMANCE - A computer-readable storage medium containing a data server application, which when executed on a processor is configured to perform an operation providing a view of performance data based on multiple performance rating criteria for evaluating multiple customer service agents across an enterprise. The operation may include receiving data corresponding to call handling for a first agent from the multiple agents and processing the received data to generate performance data for the first agent based on process steps followed by the first agent for handling a call type. The operation also includes assigning a color scheme to the process steps depending on the importance of the steps to an enterprise and transmitting a signal to display agent performance data based on the color scheme and indicative of steps missed by the first agent. | 01-07-2016 |
20160006873 | SYSTEM AND METHOD FOR AUTOMATED CHAT TESTING - A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results. | 01-07-2016 |
20160006874 | SYSTEM AND METHOD FOR AUTOMATED CHAT TESTING - A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers. | 01-07-2016 |
20160006875 | COACHING IN AN AUTOMATED COMMUNICATION LINK ESTABLISHMENT AND MANAGEMENT SYSTEM - A contextual lead generation in an automated communication link establishment and management system may store information related to sales calls. The system may identify strengths and weaknesses of a sales representative. The system may provide training content to the sales representative in real time base on the identified strengths and weaknesses. | 01-07-2016 |
20160044171 | MULTIPLE INTERACTION LIVE MONITORING - A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring. | 02-11-2016 |
20160072949 | Collection and Analysis of Audio During Hold - 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. | 03-10-2016 |
20160088153 | Method and System for Prediction of Contact Allocation, Staff Time Distribution, and Service Performance Metrics in a Multi-Skilled Contact Center Operation Environment - A method and system for prediction in a telecommunications network are described. Particularly, contact allocation, staff time distribution, and other performance metrics may be determined in a contact center operation environment comprising multiple media types and/or multiple agent skill sets for handling contact types. In an embodiment, models simulating queue behavior are built. Staff count may be altered in order to determine staffing allocations and performance scenarios using the models. Long term and short term predictions may be used to configure the telecommunication network and route communications through the telecommunications network. | 03-24-2016 |
20160100059 | AGENT NON-PRIMARY SKILL IMPROVEMENT TRAINING METHOD - Agents of a contact center are trained and assessed without the need for a separate testing and assessment task. Work items are provided to agents, who are non-primary agents with respect to a particular skill associated with an attribute of a work item. With the controlled routing of the non-primary work items to the non-primary agent, the agent is provided with a chance to practice their non-primary skills, with the intention of improving said skills A number of successfully completed tasks may indicate the agent is entitled to “primary” designation and be provided with tasks having the attribute in the normal course of business. | 04-07-2016 |
20160105559 | PRESCRIPTIVE ANALYTICS FOR CUSTOMER SATISFACTION BASED ON AGENT PERCEPTION - Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score. | 04-14-2016 |
20160112565 | Agent Evaluation System - A method for determining evaluation information using audio data includes receiving a specification of an evaluation form, the evaluation form including a number of questions, each question having a number of possible answers. A user is received indicating that a first answer of the number of possible answers for a first question of the number of questions should be determined automatically from the audio data, the audio data including speech of a subject. A user input is received associating a first constraint of a plurality of constraints with the first answer. The audio data is processed to determine whether the audio data putatively satisfies the first constraint. The first answer is assigned as an answer to the first question if the audio data putatively satisfies the first constraint. The first answer is stored as the answer to the first question in the evaluation form. | 04-21-2016 |
20160156779 | NON-CONTACT STRESS ASSESSMENT DEVICES | 06-02-2016 |
20160180277 | AUTOMATED RESPONSES TO PROJECTED CONTACT CENTER AGENT FATIGUE AND BURNOUT | 06-23-2016 |
20160182718 | CONTACT CENTER ADMINISTRATION VIA TEXT STREAM INTERACTION | 06-23-2016 |
20160191710 | SYSTEMS AND METHODS TO DETERMINE QUALITY OF SERVICES PROVIDED OVER REAL-TIME COMMUNICATION CONNECTIONS - A computing apparatus configured in the communication system to store data about advisers, including availability status of the advisers for real time communications with customers, ratings of the advisers by prior customers, compensate rates of the advisers, probability of being connected within a period of time for real time communication with customers, etc. The computing apparatus presents the advisers to customers based on the stored information and provide real time communication connections in response to selections of the presented advisers. Based on monitoring customer interaction with the system, the computing apparatus is configured to detect dissatisfactions, determine authenticity of the dissatisfactions based on user history and usage patterns of the system, and automatically provide a refund to the user without a refund request from the user and/or an explicitly user confirmation of the detected dissatisfaction. | 06-30-2016 |
20160205250 | System and Method for Automated Determining When to Review an Agent Response Process | 07-14-2016 |
20160205251 | System and Method for Quality Monitoring and Agent Suitability in Video Communication Processed in Contact Center | 07-14-2016 |
20160255198 | PRIVATE BRANCH EXCHANGE | 09-01-2016 |
20160381221 | INTEGRATING BUSINESS PERFORMANCE ACTIVITY WITH PERSONAL PERFORMANCE ACTIVITY ON A WEARABLE DEVICE - A wearable computing device. The wearable computing device includes a wireless communications interface and a processor device coupled to the wireless communications interface. The processor device is configured to monitor a personal performance activity of a wearer of the wearable computing device. The processor device is further configured to receive, via the wireless communications interface, a business performance metric alert that indicates that a business performance metric quantifier that quantifies a business performance metric of an individual is an undesirable value. The processor device is further configured to signal a wearer of the wearable computing device that the wearable computing device has received the business performance metric alert. | 12-29-2016 |
20170237857 | QUALITY ASSURANCE CONFIGURATION FOR REMOTE AGENT COMMUNICATION | 08-17-2017 |
20170237858 | COMPLEX INTERACTION RECORDING | 08-17-2017 |
20220141339 | CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION - In the field of telecommunications, methods, systems, and tangible, non-transitory computer-readable mediums comprising program code are disclosed that comprise receiving a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact at a contact center; and selecting the first agent for pairing to the contact based on a pairing strategy, wherein the pairing strategy is configured such that if the third agent had not been available, the second agent would have been selected for pairing to the contact, and wherein the third agent has been waiting the longest and occupied the least among the set of agents. | 05-05-2022 |
20220141340 | CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION - In the field of telecommunications, methods, systems, and tangible, non-transitory computer-readable mediums comprising program code are disclosed that comprise receiving a first agent, a second agent, a third agent, and a fourth agent available for pairing to a contact; and selecting the first agent for pairing to the contact based on a pairing strategy, wherein the pairing strategy is configured such that if the third agent and fourth agent had not been available, the second agent would have been selected for pairing to the contact, wherein the pairing strategy is configured such that if the first agent had not been available, the third agent would have been selected for pairing to the contact. | 05-05-2022 |