Systems and methods for workforce optimization and analytics
First Claim
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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.
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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.
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Citations
19 Claims
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1. An integrated contact center comprising:
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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. - View Dependent Claims (2, 3, 4, 5)
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6. An integrated contact center comprising:
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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.
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11. An integrated contact center comprising:
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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. - View Dependent Claims (7, 8, 9, 10, 12, 13, 14, 15, 16, 17, 18, 19)
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Specification