Systems and methods for workforce optimization and analytics

• US 20070198323A1
• Filed: 02/22/2006
• Published: 08/23/2007
• Est. Priority Date: 02/22/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Watson, Joseph, Keren, Shimon, Iannone, Jeff, Fama, Jason, Lyerly, Thomas, Bourne, John, McLean, Nick, Bourke, Mike, Nies, James, Murray, Ed
• Granted Patent: US 8,117,064 B2
• Time in Patent Office: Days
• US Class Current: 705/7.41
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function

Abstract

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.

Claims

1. An integrated contact center comprising:

a content recorder configured to record content of a plurality of agent interactions;

an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to classify the analyzed interaction according to a plurality of pre-defined rules, and further configured to produce an evaluation based on the classification; and

a quality monitor configured to determine a quality score for one of the interactions, based at least in part of the evaluation produced by the analytics component.

2. The integrated contact center of claim 1, wherein the analytics component is further configured to determine, based on the classification, whether one of a plurality of predefined activities occurred within the interaction.

3. The integrated contact center of claim 1, wherein the analytics component is further configured to classify calls into one of a plurality of call patterns based on content.

4. The integrated contact center of claim 1, wherein the analytics component is further configured to classify calls into one of a plurality of buckets based on content.

5. The integrated contact center of claim 4, wherein the analytics component is further configured to receive a pattern definition for one of the call patterns, wherein the pattern is assigned a weight, and each of the buckets is assigned a threshold.

6. An integrated contact center comprising:

a content recorder configured to record content of plurality of agent interactions;

an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to compare the interactions with plurality of call patterns, and further configured to determine whether the agent interaction complies with a policy; and

an adherence component configured to classify the agent interaction as an exception if the agent interaction does not comply with the policy.

11. An integrated contact center comprising:

a content recorder configured to record content of plurality of agent interactions;

an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and

a quality monitor configured to associate the analyzed interactions with interaction metadata.

7. The integrated contact center of claim 11, wherein the analytics component is further configured to determine, based on the classification, whether one of a plurality of predefined activities occurred within the interaction.

8. The integrated contact center of claim 11, wherein the analytics component is further configured to classify calls into one of a plurality of buckets based on content.

9. The integrated contact center of claim 11, wherein the analytics component is further configured to receive a pattern definition for one of the call patterns, wherein the pattern is assigned a weight, and each of the buckets is assigned a threshold.

10. The integrated contact center of claim 11, wherein the analytics component is further configured to classify calls into one of a plurality of buckets based on content.

12. The integrated contact center of claim 11, wherein the analytics component further comprises at least one of a statistical model of grammar module, a natural speech patterns module, or a word-spotting module.

13. The integrated contact center of claim 11, wherein the analytics component further comprises a search function.

14. The integrated contact center of claim 11, further comprising a call replay component.

15. The integrated contact center of claim 11, further comprising a text display component that displays continuous text for a recognized portion of the content during playback.

16. The integrated contact center of claim 11, further comprising a text display component that displays continuous text for a recognized portion of the content during playback.

17. The integrated contact center of claim 13, further comprising a call replay component configured to play back one of the recorded interactions from the search results.

18. The integrated contact center of claim 13, further comprising a search export component configured to export the search results in a spreadsheet format.

19. The integrated contact center of claim 13, further comprising a statistics component configured to provide statistical information on a set of current search results.