Complex recording trigger

• US 20070201675A1
• Filed: 02/24/2006
• Published: 08/30/2007
• Est. Priority Date: 01/28/2002
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Watson, Joseph, Nourbakhsh, Illah
• Granted Patent: US 9,008,300 B2
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Complex recording triggers are provided. As an example of a system and method, the volume of call records can be reduced by complex recording triggers, thereby reducing the storage space allocated for call records.

Claims

1. A selective recording system having a complex recording trigger, the system comprising:

an activity monitor configured monitor the activities of agents by recording telephone and on-screen computer activities associated with the agent;

an activity analyzer configured to analyze historical activities recorded by the activity monitor, and to detect patterns of activities comprising behaviors, such that future activities of the user can be estimated using the detected behavior;

wherein the activity analyzer compares an agent'"'"'s historical activities to schedule information received from a workforce management system as well as comparing the agent'"'"'s activities to a historical record of a peer group associated with the agent to determine whether the agent'"'"'s activities are inconsistent with the activities of the peer group;

a complex recording trigger configured to receive the behavior from the activity analyzer and determine whether to monitor an agent based upon the behavior, the complex recording trigger being further configured to instruct the activity monitor to selectively record a specific agent'"'"'s activities based upon the determination; and

wherein the complex recording trigger can be configured to record future telephone activity, on-screen computer activity, or combinations thereof based upon behaviors that a business selects to monitor.

2. The system of claim 1, wherein the monitored activities collected includes agent history, group history, schedule, temporal information, and forecast information.

3. The system of claim 1, wherein the activity analyzing step comprises comparing the agent'"'"'s current activities to the agent'"'"'s own past activities in order to detect patterns in the agent'"'"'s usage.

4. The system of claim 1, wherein the activity analyzer performs a statistical analysis of the collected information;

wherein the activity analyzer is configured to estimate time periods during which an agent is found to be likely to engage in a selected activity; and

wherein the complex recording trigger is further configured to automatically instruct the activity monitor to record the agent'"'"'s activities based upon the prediction.

5. The system of claim 4, wherein the selected activity includes at least one of:

abnormal telephone conversations, inactivity, errors, lost business, or non-compliance with schedule.

6. The system of claim 4, wherein the selected activity includes at least one of a completed sale or transaction, a closed issue, or a positive contact exchange.

7. A method for predicting a period of time during which to monitor an agent for statistically anomalous conversations, the method comprising the steps of:

analyzing an agent based upon information collected about the agent, wherein at least a portion of the information is based upon information collected over a monitored medium;

predicting whether the agent should be monitored based upon the analysis; and

monitoring activities associated with the agent based upon the prediction, wherein monitoring includes recording data associated with the agent'"'"'s telephone and computer usage, and marking the recorded data for review.

8. The method of claim 7, wherein the information collected includes agent history, group history, schedule, temporal information, forecast information, scorecard information, evaluation or quality score.

9. The method of claim 7, wherein the step of predicting whether the agent should be monitored comprises predicting when the agent should be monitored

10. The method of claim 7, further comprising the step of:

collecting information about current activities being performed by an agent over a predetermined period of time by recording information from the monitored medium;

wherein the analyzing step compares the collected information with scheduling information received from a workforce management system as well as comparing the collected information with usage information of a peer group with whom the agent is associated.

11. The method of claim 10, wherein the analyzing step comprises comparing the agent'"'"'s current activities to the agent'"'"'s own past behavior.

12. The method of claim 10, wherein the collecting step further comprises collecting usage information about the peer group'"'"'s activities wherein the peer group comprises a plurality of agents.

13. The method of claim 7, wherein the step of analyzing the agent comprises associating the agent with a behavior, and wherein the predicting step comprises using the agent'"'"'s associated behavior to estimate the agent'"'"'s future activity.

14. The method of claim 13, wherein the analyzing step comprises a statistical analysis of the collected information;

wherein the predicting step further comprises estimating statistically anomalous future activity;

wherein the method further comprises the step of automatically recording the agent'"'"'s activities based upon the predicting step.

15. The method of claim 14, wherein the statistically anomalous future activity includes at least one of:

abnormal telephone conversations, inactivity, errors, lost business, abnormal web browsing, or abnormal use of a business application at the workstation.

20. The computer readable media of claim 10, wherein the statistically anomalous future activity includes at least one of:

abnormal telephone conversations, inactivity, errors, non-compliance with associated schedule information, lost business, abnormal web browsing activities, or abnormal use of a business application at the workstation.

16. Computer readable media storing instructions that upon execution by a system processor cause the system processor to selectively record activities associated with at least one contact center agent, the media having stored instructions that cause the system processor to perform the steps comprising:

monitoring activities associated with a group of agents and storing the activities for analysis;

analyzing the activities associated with the group of agents to extract behaviors from patterns of activity for individual agents or groups of agents, wherein the patterns of activity comprise activities that show some repetition and differ with respect to other activities, events, or patterns;

comparing the extracted behaviors to a list of monitored activities to determine whether an agent should be monitored based upon the extracted behavior;

selectively recording activities of individual agents or groups of agents responsive to the extracted behaviors matching one or more monitored behavior, wherein the selective recording further comprises determining when to begin and end recording.

17. The computer readable media of claim 16, wherein the monitoring step continues for a selectable period of time until a sample has been obtained.

18. The computer readable media of claim 16, wherein the analyzing step compares the stored activities with scheduling information received from a workforce management system as well as comparing the stored activities with stored activities of the group with whom an individual agent is associated and comparing the stored activities with historical behavior of the agent or group.

19. The computer readable media of claim 16, wherein the step of analyzing comprises performing a statistical analysis of the stored activities;

wherein the analyzing step further comprises estimating statistically anomalous future activity of an individual agent;

wherein the computer readable media further comprises instructions that cause the system processor to automatically record the individual agent'"'"'s future activities based upon the analysis.