Tracking and preventing mute abuse by contact center agents

• US 10,440,179 B2
• Filed: 09/21/2015
• Issued: 10/08/2019
• Est. Priority Date: 09/21/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Thomson, Rodney A.
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US14/860,330
• Publication Number:
  US 20170085711A1
• Time in Patent Office: 1,478 Days
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/428 Arrangements for placing incoming calls on hold
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method and apparatus to detect and prevent mute abuse by contact center agents provided by an application with an event listener in a contact center communication system are described along with various methods and mechanisms for administering the same. Based on predefined thresholds, the event listener can detect and notify a contact center supervisor and/or a systems administrator when certain mute timing thresholds are not met and/or mute timing thresholds are exceeded. If the exceptions provided by the event listener suggest that an agent is deliberately circumventing a metrics scoring system and/or avoiding work by placing a caller on mute rather than accepting and addressing a work item, service observing monitoring, logging, and disciplinary action can occur.

Claims

1. A method, comprising:

setting a threshold value associated with a minimum amount of time required for a call answered in a contact center, wherein the threshold value associated with the minimum amount of time required for the call answered in the contact center is used to identify a potential abuse of a mute feature;

monitoring one or more calls in the contact center;

determining whether answered calls among the one or more monitored calls comprise a duration at least equal to the threshold value; and

for answered calls among the one or more monitored calls having a duration that is less than the threshold value, reporting the potential abuse of the mute feature.

2. The method of claim 1, wherein reporting the potential abuse of the mute feature is also based on how quickly and how long the call having the duration that is less than the threshold value is muted.

3. The method of claim 2, wherein reporting the potential abuse of the mute feature is also based on whether the call having the duration that is less than the threshold value is terminated right before or immediately after being unmuted.

4. The method of claim 1, wherein the one or more monitored calls correspond to calls having a predefined skill.

5. The method of claim 1, wherein reporting abuse of the mute feature comprises sending a message to at least one supervisor of a contact center agent that answered a call having the duration that is less than the threshold value.

6. The method of claim 5, wherein, in response to the sent message, a service observing is initiated for a next call or a listener is activated to monitor, in real-time, the call having the duration that is less than the threshold value.

7. The method of claim 1, wherein reporting abuse of the mute feature comprises generating a report that identifies a contact center agent that answered the call having the duration that is less than the threshold value along with the duration of the answered call.

8. The method of claim 1, further comprising recording the answered call and including the recording as part of the reporting of potential abuse of the mute feature.

9. A contact center, comprising:

a telecommunication component that is connected to a communication network of the contact center, thereby enabling the telecommunication component to send and receive information regarding calls in the contact center; and

an event listener that monitors one or more calls in the contact center, determines whether answered calls among the one or more monitored calls comprise a duration at least equal to a threshold value and wherein the threshold value is associated with a minimum amount of time required for the answered calls to identify a potential abuse of a mute feature by a contact center agent, and, for answered calls among the one or more monitored calls having a duration that is less than the threshold value, reports the potential abuse of the mute feature by the contact center agent.

10. The contact center of claim 9, wherein the one or more monitored calls correspond to calls directed to a predetermined contact center agent.

11. The contact center of claim 9, further comprising:

a recording contact center component that records the one or more answered calls and includes the recordings as part of the reporting of potential abuse of the mute feature.

12. The contact center of claim 9, further comprising:

an application that sends a message to at least one supervisor of the contact center agent that answered a call having the duration that is less than the threshold value and generates a report that identifies the contact center agent that answered the call having the duration that is less than the threshold value along with the duration of the answered call.

13. The contact center of claim 12, wherein the message comprises a text message.

14. A communication system, comprising:

an event listener deployed at a telecommunication component of a contact center, wherein the event listener determines whether answered calls among one or more monitored calls comprise a duration at least equal to a threshold value and wherein the threshold value is associated with a minimum amount of time required for the answered calls to identify a potential abuse of a mute feature by a contact center agent, and, for answered calls having a duration that is less than the threshold value, reports the potential abuse of the mute feature by the contact center agent.

15. The communication system of claim 14, wherein the one or more monitored calls correspond to calls directed to a predetermined contact center agent, and wherein the one or more monitored calls correspond to calls received during a predetermined time frame.

16. The communication system of claim 14, wherein reporting abuse of the mute feature comprises sending a message to at least one supervisor of the contact center agent that answered a call having the duration that is less than the threshold value.

17. The communication system of claim 16, wherein the message comprises a text message.

18. The communication system of claim 14, further comprising:

a recording component at a telecommunication component of a contact center, wherein the recording component records and stores the one or more answered calls and includes the recordings as part of the reporting of potential abuse of the mute feature.

19. The communication system of claim 14, wherein the wherein the one or more monitored calls correspond to calls having a predefined skill.

20. The communication system of claim 14, wherein reporting abuse of the mute feature comprises generating a report by an application that identifies the contact center agent that answered the call having the duration that is less than the threshold value along with the duration of the answered call.