System and method for providing a baseline for quality metrics in a contact center

• US 7,856,095 B2
• Filed: 05/04/2006
• Issued: 12/21/2010
• Est. Priority Date: 05/04/2006
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Brown, Donald E.
• Primary Examiner(s): Addy; Thjuan K
• Application Number:
  US11/381,661
• Publication Number:
  US 20070274502A1
• Time in Patent Office: 1,692 Days
• Field of Search: 379/265.06, 379/265.03, 704/251, 707/10
• US Class Current: 379/265.06
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A computer-implemented system and method for assisting managers of a contact center is provided. The monitoring of agent communications is performed automatically and the communications are assigned to a group of supervisors for scoring. The scores assigned to the communications are then received and programmatically evaluated against predetermined criteria to determine the quality of the supervisors'"'"' performance. If the quality of performance is below an acceptable threshold, then the need for supervisor performance improvement is indicated. In one embodiment, the system automatically schedules a session for establishing/reinforcing a set of scoring guidelines in response to the indication.

Claims

1. A method comprising the steps of:

receiving a plurality of score sets, wherein each of said score sets includes two or more scores assigned by a supervisor within a plurality of supervisors to a communication between a contact center agent and a third party, and each score within a selected score set was assigned by a unique supervisor;

making an evaluation of said plurality of scores by comparing at least one score within each score set to at least another score within said score set;

comparing said evaluation to a predetermined criteria without manual intervention; and

if the evaluation does not meet the predetermined criteria,

indicating a need for communication scoring training for at least one identified supervisor within said plurality of supervisors.

2. The method according to claim 1 further comprising the step of scheduling a training session for at least one of said plurality of supervisors in response to said indicating.

3. The method according to claim 2 wherein said training session is scheduled for all of said plurality of supervisors.

4. The method according to claim 1, wherein at least two scores in said plurality of scores are assigned to the same communication.

5. The method according to claim 4, wherein each score assigned to a communication is assigned by a different supervisor in said plurality of supervisors.

6. The method of claim 5, wherein said making includes calculating a value corresponding to the difference between a first score and a second score assigned to the same communication.

7. The method of claim 5, wherein said first score is the highest score and said second score is the lowest score assigned to the communication.

8. The method of claim 7, wherein said predetermined criteria is a range by which the first score assigned to each communication may acceptably differ from the second score assigned to said communication.

9. The method of claim 6, wherein said predetermined criteria is a range by which the first score assigned to each communication may acceptably differ from the second score assigned to said communication.

10. The method of claim 1 wherein each score in said plurality of scores is assigned to a unique communication.

11. The method of claim 1, wherein said making includes calculating a mean and standard deviation for a subset of said plurality of scores.

12. The method of claim 8 wherein said subset includes only scores assigned by a specific supervisor in said plurality of supervisors.

13. The method of claim 8, wherein said predetermined criteria is an acceptable mean and standard deviation.

14. The method of claim 1, wherein said communication is a voice call.

15. The method of claim 1, wherein said communication is a web chat.

16. The method of claim 1, wherein said communication is an e-mail.

17. A computer readable medium having computer executable instruction for performing the steps recited in claim 1.

18. A computer readable medium having computer executable instruction for performing the steps recited in claim 8.

19. A computer readable medium having computer executable instruction for performing the steps recited in claim 11.

20. A computer-implemented system within a contact center comprising:

a communications network that supports communication between the agents and third parties of said contact center;

a monitoring component adapted to receive a plurality of score sets from a plurality of supervisors, each score set assigned to a communication within a plurality of communications between said agents and said third parties;

a quality component adapted to;

make an evaluation of said plurality of score sets by comparing at least one score within each score set to at least another score within said score set;

compare said evaluation to a predetermined criteria without manual intervention; and

if the evaluation does not meet the predetermined criteria,

indicate a need for communication scoring training for at least one identified supervisor within said plurality of supervisors.

21. The system of claim 20 wherein said quality component is further adapted to schedule a training session for said plurality of supervisors in response to said indicating.

22. The system of claim 20, wherein said monitoring component receives at least two scores for each communication in said plurality of communications.

23. The system of claim 22, wherein said evaluation includes a value corresponding to the difference between a first score and a second score assigned to the same communication.

24. The system of claim 23, wherein said predetermined criteria is a range by which the first score assigned to each communication may acceptably differ from the second score assigned to said communication.

25. The system of claim 20, wherein said evaluation includes a mean and standard deviation.

26. The system of claim 25, wherein said predetermined criteria is an acceptable range for the mean and standard deviation.

27. The system of claim 20, wherein said communication is a voice call.

28. The system of claim 20, wherein said communication is a web chat.

29. The system of claim 20, wherein said communication is an e-mail.

30. A computer-readable medium having computer-executable instructions for causing a computer to perform steps comprising:

receiving a plurality of incoming score sets, wherein each of said score sets includes two or more scores assigned by a supervisor within a plurality of supervisors to a communication between a contact center agent and a third party, and each score within a selected score set was assigned by a unique supervisor;

accessing said score sets programmatically by comparing at least one score within each score set to at least another score within said score set

comparing said evaluation to a predetermined criteria without manual intervention; and

if the evaluation does not meet the predetermined criteria,

indicating a need for communication scoring training for at least one identified supervisor within said plurality of supervisors.

31. The computer readable medium of claim 30, wherein said medium has instructions for causing a computer to further perform the step of scheduling a training session for at least one of said plurality of supervisors in response to said indicating.

32. The computer readable medium of claim 30, wherein said training session is scheduled for all of said plurality of supervisors.

33. The computer readable medium of claim 30, wherein said evaluation includes a range corresponding to the different between a first score and a second score assigned to said communication.

34. The computer readable medium of claim 33, wherein said predetermined criteria includes an acceptable scoring variation range.

35. The computer readable medium of claim 30, wherein the incoming communication is a voice call.

36. The computer readable medium of claim 30, wherein the incoming communication is a web chat.

37. The computer readable medium of claim 30, wherein the incoming communication is an email.

38. The computer readable medium of claim 30 wherein said communication is a group of communications.