Method and system for automatic supervisor intervention in problematic calls in a call center

• US 20060233347A1
• Filed: 04/19/2005
• Published: 10/19/2006
• Est. Priority Date: 04/19/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Eppel, Martin R., Tong, Aaron
• Granted Patent: US 8,126,136 B2
• Time in Patent Office: Days
• US Class Current: 379/265.60
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 25/00 Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 muting semiconductor-based amplifiers when some special characteristics of a signal are sensed by a speech detector, e.g. sensing when no signal is present, H03G3/34
• CPC Class Codes: G10L 25/90 Pitch determination of speech signals
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

According to one embodiment of the invention, a method for processing a call in a call center includes monitoring a characteristic of at least a portion of the call, comparing the characteristic to a threshold for the characteristic, and generating a signal indicative of a potential problem call based on the comparison.

Claims

1. A method for processing a call in a call center comprising:

monitoring a characteristic of at least a portion of a call;

comparing the characteristic to a threshold for the characteristic; and

generating a signal indicative of a potential problem call based on the comparison.

2. The method of claim 1, wherein the characteristic is selected from the group consisting of pitch, frequency, volume, and word selection.

3. The method of claim 2, wherein word selection comprises a word pattern selection.

4. The method of claim 2, wherein word selection comprises a single word selection.

5. The method of claim 1, wherein the at least a portion of the call comprises verbal statements by a caller.

6. The method of claim 1, wherein the at least a portion of the call comprises verbal statements by an agent.

7. The method of claim 1, wherein the characteristic comprises volume level.

8. The method of claim 1, wherein the characteristic comprises pitch.

9. The method of claim 1, wherein the characteristic comprises frequency.

10. The method of claim 1, wherein the characteristic comprises word selection.

11. The method of claim 1, wherein monitoring comprises monitoring by a device selected from the group consisting of a speech recognition system, a frequency analyzer, and a volume level detector.

12. The method of claim 1, and further comprising monitoring the call by a supervisor in response to generating the signal.

13. The method of claim 1, wherein comparing comprises comparing by a computer.

14. The method of claim 1, and further comprising taking remedial action to address the potential problem call in response to generation of the signal.

15. An apparatus for use in processing a call in a call center comprising:

a processor; and

software encoded in media operable when executed on the processor to;

monitor a characteristic of at least a portion of the call;

compare the characteristic to a threshold for the characteristic; and

generate a signal indicative of a potential problem call based on the comparison.

16. The apparatus of claim 15, wherein the characteristic is selected from the group consisting of pitch, frequency, volume, and word selection.

17. The apparatus of claim 16, wherein word selection comprises a word pattern selection.

18. The apparatus of claim 16, wherein word selection comprises a single word selection.

19. The apparatus of claim 15, wherein the at least a portion of the call comprises verbal statements by a caller.

20. The apparatus of claim 15, wherein the at least a portion of the call comprises verbal statements made by an agent.

21. The apparatus of claim 15, wherein the characteristic comprises volume level.

22. The apparatus of claim 15, wherein the characteristic comprises pitch.

23. The apparatus of claim 15, wherein the characteristic comprises frequency.

24. The apparatus of claim 15, wherein the characteristic comprises word selection.

25. A system for use in processing a call in a call center comprising:

a telephone for receiving or placing a call; and

a call analysis engine in communication with the telephone and operable to;

monitor a characteristic of at least a portion of the call;

compare the characteristic to a threshold for the characteristic; and

generate a signal indicative of a potential problem call based on the comparison.

26. The system of claim 25, wherein the characteristic is selected from the group consisting of pitch, frequency, volume, and word selection.

27. The system of claim 26, wherein word selection comprises a word pattern selection.

28. The system of claim 26, wherein word selection comprises single word selection.

29. The system of claim 25, wherein the at least a portion of the call comprises verbal statements by a caller.

30. The system of claim 25, wherein the at least a portion of the call comprises verbal statements by an agent.

31. The system of claim 25, wherein the characteristic comprises volume level.

32. The system of claim 25, wherein the characteristic comprises pitch.

33. The system of claim 25, wherein the characteristic comprises frequency.

34. The system of claim 25, wherein the characteristic comprises word selection.

35. The system of claim 25, wherein the call analysis engine is formed integral with the telephone.

36. The system of claim 25, wherein the call analysis engine is formed separate from the telephone.

37. Apparatus for use in processing a call in a call center comprising:

means for monitoring a characteristic of at least a portion of the call;

means for comparing the characteristic to a threshold for the characteristic; and

means for generating a signal indicative of a potential problem call based on the comparison.

38. The apparatus of claim 37, wherein the characteristic is selected from the group consisting of pitch, frequency, volume, and word selection.

39. The apparatus of claim 37, wherein the characteristic comprises word selection.