METHOD AND SYSTEM FOR AUTOMATIC QUALITY EVALUATION

• US 20080152122A1
• Filed: 12/20/2006
• Published: 06/26/2008
• Est. Priority Date: 12/20/2006
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Idan, Yizhak, Hassidi, Offer, Wasserblat, Moshe
• Granted Patent: US 7,577,246 B2
• Time in Patent Office: Days
• US Class Current: 379/265.07
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to the call parties or to the environment; information extracted from the call or general information. The method may be activated off-line or on-line, in which case all alert can be generated for one or more calls.

Claims

1. A method for automated performance evaluation of an at least one current interaction between a calling party and a personnel member of an organization, the method comprising:

a training and calibration step for obtaining an at least one rule for determining an at least one total score for an at least one historic interaction, said rule depending on an at least one feature;

a feature evaluation step for determining an at least one value of the at least one feature, in association with the at least one current interaction; and

a total score determination step for integrating the at least one value into the at least one total score evaluation for the current interaction, using the at least one rule.

2. The method of claim 1 further comprising a goal determination step for associating an at least one label to an at least one goal associated with the current interaction.

3. The method of claim 1 wherein the at least one current interaction comprises a vocal component.

4. The method of claim 1 wherein the training step comprises receiving the at least one feature and the at least one rule.

5. The method of claim 1 wherein the training step comprises:

receiving an at least one historic interaction;

receiving an at least one label for an at least one goal for each of the at least one historic interaction; and

determining the at least one rule.

6. The method of claim 5 further comprising a step of receiving the at least one feature.

7. The method of claim 5 further comprising a step of deducing the at least one feature.

8. The method of claim 5 wherein determining the at least one rule is performed using any one or more of the group consisting of:

artificial intelligence, fuzzy logic, data mining, statistics, pattern recognition, classification, or machine learning.

9. The method of claim 1 further comprising a step of visualizing the at least one total score.

10. The method of claim 1 further comprising a step of visualizing the at least one goal.

11. The method of claim 7 wherein deducing the at least one feature is performed using any one or more of the group consisting of:

artificial intelligence, fuzzy logic, data mining, statistics, pattern recognition, classification, or machine learning.

12. The method of claim 1 further comprising a partial score determination step for determining according to an at least one second rule an at least one partial score for the at least one current interaction, the at least one partial score associated with the at least one feature.

13. The method of claim 12 further comprising the step of storing the at least one partial score.

14. The method of claim 12 further comprising a step of visualizing the at least one partial score.

15. The method of claim 1 wherein the at least one feature is taken from the group consisting of:

an at least one word spotted in the at least one interaction, an emotion level detected in the at least one interaction, talk over percentage, number of bursts in the at least one interaction, percentage of silence, number of participants in the at least one interaction, number of transfers in the at least one interaction, number of holds in the at least one interaction, hold time in the at least one interaction, abandon from hold time in the at least one interaction, hang-up side of the at least one interaction, abandon from queue time in the at least one interaction, start and end time of the at least one interaction, agent time in the at least one interaction, customer time in the at least one interaction, ring time in the at least one interaction, call wrap up time of the at least one interaction, personnel member identification, personnel member status personnel member hire date, personnel member grade, personnel member skills, personnel member department, personnel member location, personnel member working hours, personnel member workload, personnel member previous evaluations, an at least one screen event on a computing platform operated by the personnel member, information from workflow management system, information from customer relationship management system, information from billing system, or any other information relating to the customer.

16. The method of claim 1 further comprising a step of capturing the at least one interaction.

17. The method of claim 1 further comprising a step of capturing additional information.

18. The method of claim 17 wherein the additional information relates to any of the group consisting of:

the at least one interaction;

the personnel member;

the calling party;

the organization;

or a part of the organization.

19. The method of claim 1 further comprising a step of indicating the at least one current interaction to an evaluator.

20. The method of claim 1 further comprising a step of performing further analysis on the at least one total score.

21. The method of claim 1 further comprising a step of further analysis related to the at least one current interaction, or to the at least one goal.

22. The method of claim 1 wherein the at least one total score is related to the personnel member.

23. The method of claim 1 wherein the at least one total score is related to an at least one product associated with the organization.

24. The method of claim 1 wherein the at least one total score is related to an at least one campaign associated with the organization.

25. An apparatus for automatically evaluating an at least one current interaction between a calling party and a personnel member of an organization, the apparatus comprising:

a training component for obtaining an at least one feature and an at least one rule for evaluating an at least one historic interaction; and

an automated quality monitoring component for obtaining an at least one score for the at least one current interaction, using the at least one rule.

26. The apparatus of claim 25 further comprising an at least one capturing component for capturing the at least one interaction.

27. The apparatus of claim 25 further comprising an at least one capturing component for capturing additional data.

28. The apparatus of claim 25 further comprising an alert generation component for generating all alert when the at least one score exceeds a predetermined threshold.

29. The apparatus of claim 25 further comprising a storage device for storing the at least one interaction.

30. The apparatus of claim 27 further comprising a storage device for storing the additional data.

31. The apparatus of claim 25 further comprising a partial score determination component for determining according to an at least one second rule an at least one partial score for the at least one current interaction.

32. The apparatus of claim 31 further comprising an alert generation component for generating an alert when the at least one partial score exceeds a predetermined threshold.

33. A computer readable storage medium containing a set of instructions for a general purpose computer, the set of instructions comprising:

a training step for obtaining an at least one rule for determining an at least one score for all at least one historic interaction, said rule depending on an at least one feature;

a feature evaluation step for determining an at least one value of the at least one feature, in association with the at least one current interaction; and

a score determination step for integrating the at least one value into the at least one score for the current interaction, using the at least one rule.

34. A method for performance evaluation of an at least one interaction between a calling party and a personnel member of an organization, the method comprising:

reviewing the at least one interaction;

receiving an at least one data item related to the interaction; and

evaluating the interaction using the at least one data item.