Systems and methods for analyzing contact center interactions
First Claim
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1. A method for analyzing contact center interactions comprising:
- determining review-candidate criteria used for designating which interaction among multiple interactions is to be reviewed;
determining review-execution criteria used for determining when an interaction, which is designated for review, can be reviewed;
responsive to identifying an interaction of interest satisfying both the review-candidate criteria and the review-execution criteria, providing access to information corresponding to the interaction of interest and information corresponding to a related interaction such that the interaction of interest can be reviewed in context; and
delaying review for a predetermined time period responsive to determining that a customer associated with the interaction of interest has attempted another interaction subsequent to the interaction of interest.
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Abstract
Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a contact center agent and a customer; and assessing quality of the interaction based, at least in part, on information corresponding to at least one of: a history of the customer; and an event corresponding to the customer and occurring subsequent to the interaction.
197 Citations
23 Claims
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1. A method for analyzing contact center interactions comprising:
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determining review-candidate criteria used for designating which interaction among multiple interactions is to be reviewed; determining review-execution criteria used for determining when an interaction, which is designated for review, can be reviewed; responsive to identifying an interaction of interest satisfying both the review-candidate criteria and the review-execution criteria, providing access to information corresponding to the interaction of interest and information corresponding to a related interaction such that the interaction of interest can be reviewed in context; and delaying review for a predetermined time period responsive to determining that a customer associated with the interaction of interest has attempted another interaction subsequent to the interaction of interest. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method for analyzing contact center interactions comprising:
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receiving information corresponding to an interaction between a contact center agent and a customer; assessing quality of the interaction based, at least in part, on information corresponding to at least one of;
a history of the customer; and
an event corresponding to the customer and occurring subsequent to the interaction; anddelaying assessing for a predetermined time period responsive to determining that a customer associated with the interaction has attempted another interaction subsequent to the interaction that is to be assessed for quality. - View Dependent Claims (14, 15)
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16. A system for analyzing contact center interactions comprising:
an interaction analyzer operative to; receive information corresponding to review-candidate criteria used for designating which interaction among multiple interactions is to be reviewed; receive information corresponding to review-execution criteria used for determining when an interaction, which is designated for review, can be reviewed; identify an interaction of interest satisfying both the review-candidate criteria and the review-execution criteria; provide access to information corresponding to the interaction of interest and information corresponding to a related interaction such that the interaction of interest can be reviewed in context; and delay review for a predetermined time period responsive to determining that a customer associated with the interaction of interest has attempted another interaction subsequent to the interaction of interest. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23)
Specification