REAL TIME STATISTICS FOR CONTACT CENTER MOOD ANALYSIS METHOD AND APPARATUS

• US 20140058721A1
• Filed: 08/24/2012
• Published: 02/27/2014
• Est. Priority Date: 08/24/2012
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Becerra, Diego
• Application Number:
  US13/594,283
• Publication Number:
  US 20140058721A1
• Time in Patent Office: Days
• US Class Current: 704/9
• CPC Class Codes: G06F 40/30 Semantic analysis

Abstract

Methods and systems for providing a graphical depiction of a determined sentiment for a contact received at a contact center are provided. Moreover, the determined sentiment can be displayed for a grouping of contacts as an aggregated sentiment. The sentiment or aggregated sentiment can be displayed in real time or near real time.

Claims

1. A method, comprising:

receiving a plurality of electronic communications at a contact center;

analyzing the plurality of electronic communications;

determining from the analysis of the plurality of electronic communications a sentiment associated with individual ones of the electronic communications included in the plurality of electronic communications; and

displaying a sentiment indicator, wherein the sentiment indicator is derived from the determined sentiment.

2. The method of claim 1, further comprising:

displaying a sentiment indicator for at least some of the individual ones of the electronic communications included in the plurality of electronic communications.

3. The method of claim 2, wherein the at least some of the individual ones of the electronic communications included in the plurality of electronic communications are displayed in a rank order, wherein the rank is derived from the determined sentiment.

4. The method of claim 1, further comprising:

aggregating the sentiment determined from at least some of the individual ones of the electronic communications included in the plurality of electronic communications, wherein the displayed sentiment is derived from the aggregated sentiment.

5. The method of claim 4, wherein the aggregated sentiment includes the determined sentiment from electronic communications related to a common parameter, wherein the common parameter is at least one of a contact center service, a contact center skill set, a contact center agent, a group of contact center agents, a customer, a group of customers, a timer period, or a keyword included in the electronic communication.

6. The method of claim 5, wherein the common parameter includes at least three of a contact center service, a contact center skill set, a contact center agent, a group of contact center agents, a customer, a group of customers, a timer period, or a keyword included in the electronic communication.

7. The method of claim 1, wherein the sentiment indicator includes an average sentiment for all electronic communications received at the contact center within a specified interval.

8. The method of claim 1, wherein the sentiment indicator is displayed as at least one of a color, a numeric value, a letter grade, a font size, a font type, or an animation.

9. The method of claim 1, wherein a current aggregated sentiment is recalculated for each electronic communication received at the contact center, and wherein a current aggregated sentiment is displayed to a user.

10. The method of claim 1, wherein the electronic communication is an electronic copy of a written communication.

11. A system, comprising:

a contact center server, including;

a communication interface;

a processor;

memory, wherein an analysis engine application is stored in the memory and executed by the processor, wherein the analysis engine operates to determine a sentiment for a contact received at the contact center server and to provide an output of an indication of the determined sentiment.

12. The system of claim 11, wherein the analysis engine further operates to aggregate the determined sentiment for a grouping of contacts received at the contact center server and to provide an output of the indication of the aggregated determined sentiment.

13. The system of claim 12, wherein the plurality of contacts comprise written communications.

14. The system of claim 12, wherein the analysis engine further operates to aggregate the determined sentiment for a plurality of groupings of contacts.

15. The system of claim 14, further comprising:

a first communication network, wherein the contacts are received at the contact center from the first communication network;

a second communication network, wherein the output of the indication of the aggregated determined sentiment is provided to one or more users over the second communication network.

16. The system of claim 15, further comprising:

at least one of an agent workstation and a supervisor device interconnected to the second communication network, wherein the output of the indication of the determined sentiment is displayed to the one or more users by the at least one of the agent workstation and the supervisor device.

17. A computer readable medium having stored thereon computer executable instructions, the computer readable instructions causing a processor to execute a method for facilitating mobile monitoring and control of a communication system that includes at least a first contact center, the computer readable instructions comprising:

instructions to determine a sentiment associated with a received contact;

instructions to receive user input defining a grouping of contacts to include in a sentiment indication;

instructions to determine a sentiment associated with the selected grouping of contacts;

instructions to display the determined sentiment through a user interface.

18. The computer readable medium of claim 17, wherein the instructions to determine a sentiment associated with the selected grouping of contacts include instructions to aggregate a determined sentiment for a plurality of contacts.

19. The computer readable medium of claim 18, wherein the contacts include written electronic communications.

20. The computer readable medium of claim 19, wherein the sentiment indicator is updated as new contacts are received.