Method and system determining the complexity of a telephonic communication received by a contact center

• US 8,023,639 B2
• Filed: 03/28/2008
• Issued: 09/20/2011
• Est. Priority Date: 03/30/2007
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Brown, Douglas, Danson, Christopher, Gustafson, David, Conway, Kelly
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US12/079,685
• Publication Number:
  US 20080260128A1
• Time in Patent Office: 1,271 Days
• Field of Search: 379/265.01, 379/266.1, 379/266.07
• US Class Current: 379/266.1
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method of determining the complexity of a telephonic communication received by a contact center is provided. The method comprises the step of establishing a call rule based on one or more of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold. A recorded telephonic communication is received and call attributes associated with the telephonic communication are determined. The call attributes include one or more of the following: call duration data, non-interaction data, distress event data, third party dialog data and call transfer data. The established call rule is compared to the call attributes of the telephonic communication, and data indicative of the complexity of the telephonic communication is generated.

Claims

1. A non-transitory computer program for determining the complexity of a telephonic communication received by a contact center, the computer program being embodied on a computer readable storage medium adapted to control a computer and comprising:

a code segment for receiving an input transmission of a predetermined call rule;

a code segment for receiving a telephonic communication;

a code segment for determining call attributes associated with the telephonic communication;

a code segment for comparing the call rule to the call attributes of the telephonic communication; and

a code segment for generating output data indicative of the complexity of the telephonic communication and, a code segment for generating a graphical user interface for viewing the telephonic communication on display, the graphical user interface being configured to display a time-based being representation of the telephonic communication, the time-based representation including graphical representation of the call attributes associated with the telephonic communication;

wherein the time-based representation of the telephonic communication includes a graphical representation of the progress of the audio file being played.

2. The computer program of claim 1, wherein the at least one predetermined call rule is based on at least one of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold.

3. The computer program of claim 1, wherein the call attributes comprise at least one of call duration data, non-interaction data, distress event data, third party dialog data and call transfer data.

4. The computer program of claim 1, wherein the at least one predetermined call rule is automatically and dynamically generated based on the output data.

5. The computer program of claim 1, wherein the received telephonic communication is a pre-recorded telephonic communication.

6. The computer program of claim 1, further comprising a code segment for generating an audio file of the telephonic communication.

7. A non-transitory computer program for determining the complexity of telephonic communication call types received by a contact center, the computer program being embodied on a computer readable storage medium adapted to control a computer and comprising:

a code segment for receiving an input transmission of a predetermined call rule, the call rule comprising at least one of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold;

a code segment for receiving a plurality of recorded telephonic communications;

a code segment for categorizing each of the plurality of recorded telephonic communications into one of a plurality of call sets;

a code segment for determining call attributes associated with the respective recorded telephonic communications categorized in at least one of the plurality of call sets, the call attributes comprising at least one of call duration data, non-interaction data, distress event data, third party dialog data and call transfer data;

a code segment for comparing the predetermined call rule to the call attributes associated with the recorded telephonic communications categorized in at least one of the plurality of call sets;

a code segment for generating output data indicative of the complexity of the call type;

a code segment for transmitting the output data; and

, a code segment for generating a graphical user interface for viewing on a display at least one of the telephonic communications categorized in at least one of the plurality of call sets, the graphical user interface being configured to display a time-based representation of the recorded telephonic communications, the time-based representation including graphical representations of the call attributes associated with the at least one recorded telephonic communications;

wherein the time-based representation of the at least one telephonic communication includes a graphical representation of the progress of the audio file being played.

8. The computer program of claim 7, wherein the output data indicates whether the at least one of the plurality of call sets is self-service eligible.

9. The computer program of claim 7, further comprising a code segment for calculating the total time associated with each of the plurality of call sets.

10. The computer program of claim 7, wherein the at least one predetermined call rule is automatically and dynamically generated based on the output data.

11. The computer program of claim 7, further comprising a code segment for generating an audio file of at least one of the recorded telephonic communications categorized in at least one of the plurality of call sets.

12. A method of determining the complexity of a telephonic communication received by a contact center, the method comprising:

establishing a call rule based on at least one of a call duration threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold;

receiving a recorded telephonic communication;

determining call attributes associated with the telephonic communication comprising at least one of call duration data, distress event data, third party dialog data and call transfer data;

comparing the established call rule to the call attributes of the telephonic communication;

generating data from the comparison indicative of the complexity of the telephonic communication; and

and, a code segment for generating a graphical user interface for viewing the telephonic communication on display, the graphical user interface being configured to display a time-based representation of the telephonic communication, the time-based representation including graphical representations of the call attributes associated with the telephonic communication;

wherein the time-based representation of the telephonic communication includes a graphical representation of the progress of the audio file being played.

13. The method of claim 12, wherein the generated data indicates whether the at least one of the plurality of call sets is self-service eligible.

14. The method of claim 12, further comprising determining the total hours associated with each of the plurality of call sets.

15. The method of claim 14, further comprising analyzing the each of the plurality of call sets based on a cost factor.