ACTIONABLE WORKFLOW BASED ON INTERACTION ANALYTICS ANALYSIS

• US 20140337072A1
• Filed: 05/13/2013
• Published: 11/13/2014
• Est. Priority Date: 05/13/2013
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ristock, Herbert, Konig, Yochai, Tamblyn, Eric W.
• Application Number:
  US13/893,036
• Publication Number:
  US 20140337072A1
• Time in Patent Office: Days
• US Class Current: 705/7.13
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group

Abstract

A system and method for analyzing interactions between end users and contact center agents, and for generating work items. An interaction analytics server analyzes contact center interactions, continuously or in batches, for characteristics including topics, sentiment, satisfaction, and business outcome, and delivers the results to an intelligent workload distribution server, which generates one or more work items for assignment to suitably skilled agents or stakeholders.

Claims

1. A method for assigning a work item to a target, the method comprising,

analyzing, by a computing device, a plurality of interactions between end users and employees, to extract a plurality of characteristics from the plurality of interactions;

applying a business rule to the plurality of characteristics;

generating a work item in response to the application of the business rule; and

assigning the work item to a target.

2. The method of claim 1, wherein one of the plurality of interactions is a telephone call.

3. The method of claim 1, wherein a characteristic of the plurality of characteristics is selected from the group consisting of:

interaction topic, end user sentiment, agent sentiment, end user satisfaction, business outcome, and combinations thereof.

4. The method of claim 1, wherein the analyzing is performed by a first server and the generating is performed by a second server, in response to receiving a signal from the first server.

5. The method of claim 4, wherein the signal comprises a trigger task.

6. The method of claim 5, wherein the second server generates the work item in response to receiving a plurality of trigger tasks indicating a trend in a characteristic.

7. The method of claim 6, wherein the trend is an increasing value of a characteristic.

8. The method of claim 5, wherein the second server generates the work item in response to receiving a plurality of trigger tasks indicating a rate of interactions with a characteristic.

9. The method of claim 1, wherein the target is a contact center agent.

10. The method of claim 1, wherein the target is a contact center stakeholder.

21. The method of claim 1, wherein the target is an automated response device and the work item is for setting up an automated response based on the extracted plurality of characteristics.

11. A system for assigning a work item to a target, the system comprising:

a processor; and

a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

analyze, a plurality of interactions between end users and employees, to extract a plurality of characteristics from the plurality of interactions;

apply a business rule to the plurality of characteristics;

generate a work item in response to the application of the business rule; and

assign the work item to a target.

12. The system of claim 11, wherein one of the plurality of interactions is a telephone call.

13. The system of claim 11, wherein a characteristic of the plurality of characteristics is selected from the group consisting of interaction topic, end user sentiment, agent sentiment, end user satisfaction, business outcome, and combinations thereof.

14. The system of claim 11, wherein the analyzing is performed by a first server and the generating is performed by a second server, in response to receiving a signal from the first server.

15. The system of claim 14, wherein the signal comprises a trigger task.

16. The system of claim 15, wherein the second server generates the work item in response to receiving a plurality of trigger tasks indicating a trend in a characteristic.

17. The system of claim 16, wherein the trend is an increasing value of a characteristic.

18. The system of claim 15, wherein the second server generates the work item in response to receiving a plurality of trigger tasks indicating a rate of interactions with a characteristic.

19. The system of claim 11, wherein the target is a contact center agent.

20. The system of claim 11, wherein the target is a contact center stakeholder.