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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
First Claim
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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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