System and method for automated determining when to review an agent response process

• US 10,462,297 B2
• Filed: 01/08/2015
• Issued: 10/29/2019
• Est. Priority Date: 01/08/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Loftus, Liam, O'Connor, Neil, McGreevy, John, Hayes, Seamus
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US14/592,257
• Publication Number:
  US 20160205250A1
• Time in Patent Office: 1,755 Days
• Field of Search: 37926506
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

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.

Claims

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.

2. The method of claim 1, further comprising:

transmitting the response to the user device when the at least one required step is present in the at least one performed step.

3. The method of claim 1, further comprising:

determining a further set of rules corresponding to the type of the request, the further set of rules indicating at least one required context data to be included in the response.

4. The method of claim 3, further comprising:

receiving the response, the response including at least one context data;

determining whether the at least one required context data is included in the at least one context data; and

forwarding the response to the supervisor device for review when the at least one required context data is absent from the at least one context data of the response.

5. The method of claim 1, further comprising:

forwarding the response to the supervisor device when selected for random sampling.

6. The method of claim 1, wherein the set of rules further indicates at least one proper manner in which the at least one required step is to be performed and wherein the second data further includes a respective manner in which each of the at least one performed step is performed by the agent.

7. The method of claim 6, wherein determining whether the agent used the tool correctly comprises:

determining, by the oversight device, whether the respective manner performed by the agent corresponds to the corresponding proper manner.

8. The method of claim 1, wherein the at least one required step includes a requirement that the agent use a tool of a plurality of tools, which is provided by an application executing on an agent device operated by the agent, and wherein the at least one required step is not included in the at least one performed step when the agent used the tool incorrectly for the type of the request.

9. The method of claim 1, wherein the response process includes one of use of at least one tool of the plurality of tools, receiving information from at least one source, and a combination thereof.

10. The method of claim 1, wherein the contact center is associated with an insurance service, the type of request is an insurance quote, and the tool comprises an insurance calculator.

11. An oversight device, comprising:

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.

12. The oversight device of claim 11, wherein the transceiver is further configured to transmit the response to the user device when the at least one required step is present in the at least one performed step.

13. The oversight device of claim 11, wherein the processor is further configured to determine a further set of rules corresponding to the type of the request, the further set of rules indicating at least one required context data to be included in the response.

14. The oversight device of claim 13, wherein the transceiver is further configured to receive the response, the response including at least one context data, the processor is further configured to determine whether the at least one required context data is included in the at least one context data, and the transceiver is further configured to forward the response to the supervisor device for review when the at least one required context data is absent from the at least one context data of the response.

15. The oversight device of claim 11, wherein the transceiver is further configured to forward the response to the supervisor device when selected for random sampling.

16. The oversight device of claim 11, wherein the set of rules further indicates at least one proper manner in which the at least one required step is to be performed and wherein the second data further includes a respective manner in which each of the at least one performed step is performed by the agent.

17. The oversight device of claim 16, wherein to determine whether the agent used the tool correctly comprises, the processor is configured to determine whether the respective manner performed by the agent corresponds to the corresponding proper manner.

18. The oversight device of claim 11, wherein the at least one required step includes a requirement that the agent use a tool of a plurality of tools, which is provided by an application executing on an agent device operated by the agent, and wherein the at least one required step is not included in the at least one performed step when the agent used the tool incorrectly for the type of the request.

19. The oversight device of claim 11, wherein the response process includes one of use of at least one tool, receiving information from at least one source, and a combination thereof.

20. A contact center system for a contact center, comprising:

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.