System and method for automated determining when to review an agent response process
First Claim
1. A method, comprising:
- receiving, by a transceiver of an oversight device, first data corresponding to a request received by a contact center, the first data including a type of the request, wherein the type of the request comprises an issue or a service of a plurality of issues or services handled by the contact center;
in response to receiving the first data, automatically determining, by a processor of the oversight device, a set of rules corresponding to the type of the request, the set of rules indicating at least one required step to be performed by an agent for the type of the request;
receiving, by the transceiver of the oversight device, second data corresponding to a response process used by the agent in generating a response to the request, the response process including at least one performed step performed by the agent for the request;
in response to receiving the second data, automatically determining, by a processor of the oversight device, whether the at least one required step is included in the at least one performed step of the response process;
upon determining that the at least one required step is not included in the at least one performed step;
forwarding, by the transceiver of the oversight device, the response to a supervisor device for review instead of transmitting the response to a user device that transmitted the request; and
after forwarding the response to the supervisor, receiving an override indication from the supervisor device to transmit the response to the user device.
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Accused Products
Abstract
A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.
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Citations
20 Claims
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1. A method, comprising:
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receiving, by a transceiver of an oversight device, first data corresponding to a request received by a contact center, the first data including a type of the request, wherein the type of the request comprises an issue or a service of a plurality of issues or services handled by the contact center; in response to receiving the first data, automatically determining, by a processor of the oversight device, a set of rules corresponding to the type of the request, the set of rules indicating at least one required step to be performed by an agent for the type of the request; receiving, by the transceiver of the oversight device, second data corresponding to a response process used by the agent in generating a response to the request, the response process including at least one performed step performed by the agent for the request; in response to receiving the second data, automatically determining, by a processor of the oversight device, whether the at least one required step is included in the at least one performed step of the response process; upon determining that the at least one required step is not included in the at least one performed step; forwarding, by the transceiver of the oversight device, the response to a supervisor device for review instead of transmitting the response to a user device that transmitted the request; and after forwarding the response to the supervisor, receiving an override indication from the supervisor device to transmit the response to the user device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An oversight device, comprising:
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a transceiver configured to receive first data corresponding to a request received by a contact center, the first data including a type of the request, wherein the type of the request comprises an issue or a service of a plurality of issues or services handled by the contact center, the transceiver further configured to receive second data corresponding to a response process used by an agent in generating a response to the request, the response process including at least one performed step performed by the agent for the request; and a processor configured to, in response to receiving the first data, automatically determine a set of rules corresponding to the type of the request, the set of rules indicating at least one required step to be performed by the agent for the type of the request and the processor further configured to, in response to receiving the second data, automatically determine whether the at least one required step is included in the at least one performed step of the response process; and upon the processor determining that the at least one required step is not included in the at least one performed step, the transceiver further configured to forward the response to a supervisor device for review instead of transmitting the response to a user device that transmitted the request and, after the response is forwarded, the transceiver further configured to receive an override indication from the supervisor device to transmit the response to the user device. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A contact center system for a contact center, comprising:
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an agent device configured to receive a request from a user device that is of a type comprising an issue or a service of a plurality of issues or services handled by the contact center, the agent device further configured to generate first data corresponding to the request, the first data including the type of the request, the agent device further configured to receive agent inputs to perform a response process to generate a response to the request, the response process including at least one performed step performed for the request; and an oversight device configured to receive the first data, the oversight device further configured to, in response to receiving the first data, automatically determine a set of rules corresponding to the type of the request, the set of rules indicating at least one required step to be performed for the type of the request, the oversight device further configured to receive the second data, the oversight device further configured to, in response to receiving the second data, automatically determine whether the at least one required step is included in the at least one performed step of the response process, and, upon determining that the at least one required step is not included in the at least one performed step; forward the response to a supervisor device for review instead of transmitting the response to the user device; and after the response is forwarded, receive an override indication from the supervisor device to transmit the response to the user device.
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Specification