System and Method for Automated Determining When to Review an Agent Response Process
First Claim
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.
14 Assignments
0 Petitions
Accused Products
Abstract
A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.
-
Citations
20 Claims
-
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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
-
-
11. An oversight device, comprising:
-
a transceiver configured to receive first data corresponding to a request received by a contact center, the first data including a type of the request, the transceiver further configured to receive second data corresponding to a response process used by an agent in generating a response to the request, the response process including at least one performed step performed by the agent for the request; and a processor configured to, in response to receiving the first data, automatically determine 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 the agent for the type of the request, the processor further configured to, in response to receiving the second data, automatically determine whether the at least one required step is included in the at least one performed step of the response process, the response being forwarded to a supervisor device for review when the at least one required step is absent form the at least one performed step of the response process. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
-
-
20. A contact center system, comprising:
-
an agent device configured to receive a request from a user device that is of a type, the agent device further configured to generate first data corresponding to the request, the first data including the type of the request, the agent device further configured to receive agent inputs to perform a response process to generate a response to the request, the response process including at least one performed step performed for the request; and an oversight device configured to receive the first data, the oversight device further configured to, in response to receiving the first data, automatically determine a set of rules corresponding to the type of the request, the set of rules indicating at least one required step to be performed for the type of the request, the oversight device further configured to receive the second data, the oversight device further configured to, in response to receiving the second data, automatically determine whether the at least one required step is included in the at least one performed step of the response process, wherein the response is forwarded to a supervisor device fore review when the at least one required step is absent from the at least one performed step of the response process.
-
Specification