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System and Method for Automated Determining When to Review an Agent Response Process

  • US 20160205250A1
  • Filed: 01/08/2015
  • Published: 07/14/2016
  • Est. Priority Date: 01/08/2015
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • receiving, by an oversight device, first data corresponding to a request received by a contact center, the first data including a type of the request;

    in response to receiving the first data, automatically determining, by the oversight device, a set of rules corresponding to the type of the request, the set of rules indicating at least one required step to be performed by an agent for the type of the request;

    receiving, by the oversight device, second data corresponding to a response process used by the agent in generating a response to the request, the response process including at least one performed step performed by the agent for the request;

    in response to receiving the second data, automatically determining, by the oversight device, whether the at least one required step is included in the at least one performed step of the response process; and

    forwarding, by the oversight device, the response to a supervisor device for review when the at least one required step is absent from the at least one performed step of the response process.

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