SYSTEM AND METHOD FOR SCORING RECORDED INTERACTIONS
First Claim
1. A method comprising the steps of:
- recording a set of communications, each having a first party, in a contact center to create a recording set;
selecting a subset of recordings from said recording set to be scored;
designating a plurality of users within said contact center to score said subset of recordings;
populating a first set of criteria indicating associated skills for each of said plurality of users;
identifying a second set of criteria for each recording in said subset of recordings; and
assigning each recording to at least one user within said plurality of users to be scored based on said first set of criteria and said second set of criteria without manual intervention.
3 Assignments
0 Petitions
Accused Products
Abstract
A computer-implemented system and method for distributing recorded communications within a contact center for scoring based upon a set of positive and/or negative skills and attributes associated with each member of a set of scoring users and determined from each recorded communication. The central server maintains collection of recorded communications and a listing of scoring users and their associated criteria. Additionally, the system and method increases efficiency by distributing recordings to scoring users for scoring during times of low utilization or during previously scheduled scoring time blocks. When a scoring user is assigned a recording, the central server distributes the recording to the user in either a file format or through another communication device, such as a telephone, headset, or computer terminal. In addition, the central server automatically generates scoring progress and workload reports for easy assessment of progress, quality control, and workforce adjustment.
17 Citations
35 Claims
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1. A method comprising the steps of:
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recording a set of communications, each having a first party, in a contact center to create a recording set; selecting a subset of recordings from said recording set to be scored; designating a plurality of users within said contact center to score said subset of recordings; populating a first set of criteria indicating associated skills for each of said plurality of users; identifying a second set of criteria for each recording in said subset of recordings; and assigning each recording to at least one user within said plurality of users to be scored based on said first set of criteria and said second set of criteria without manual intervention. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A method comprising the steps of:
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maintaining a listing of users authorized to score communication recordings using an ACD within a contact center; queuing a set of communication recordings in need of scoring; activating a first scoring user within said listing; sending a request for scoring to said first scoring user using said ACD; and providing a first communication recording from said set of communication recordings in response to an indication of acceptance received from said first scoring user. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32)
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33. A system comprising:
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a first contact center server including a communication queue; and a recording server coupled to said contact center server over a network, the recording server receiving a communication status update from said contact center server regarding at least a first agent and sending a communication recording to a workstation associated with said first agent in response to said call status update indicating that the number of calls stored in said communication queue serviceable by said first agent is below a predetermined threshold. - View Dependent Claims (34, 35)
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Specification