Systems and methods for workforce optimization and analytics

• US 8,117,064 B2
• Filed: 02/22/2006
• Issued: 02/14/2012
• Est. Priority Date: 02/22/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Bourne, John, Murray, Ed, Iannone, Jeff, Keren, Shimon, McLean, Nick, Bourke, Mike, Fama, Jason, Watson, Joseph, Nies, James Gordon, Lyerly, Thomas
• Primary Examiner(s): Jasmin, Lynda
• Assistant Examiner(s): WALKER III, GEORGE H
• Application Number:
  US11/359,358
• Publication Number:
  US 20070198323A1
• Time in Patent Office: 2,183 Days
• Field of Search: 705/7.38, 705/7.42
• US Class Current: 705/7.38
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function

Abstract

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.

Claims

1. An integrated contact center comprising:

at least one computing device;

a content recorder configured to record content of a plurality of customer-agent interactions through a network;

an analytics component of the at least one computing device configured to perform speech analysis using;

an unstructured data analysis to extract context and identification of words/phrases;

a conversion of audio of the customer-agent interactions to a phonetic representation to tag the customer-agent interactions;

a plurality of patterns of at least a portion of the customer-agent interactions to determine patterns that match the customer-agent interactions, wherein each pattern has a weight and an associated bucket from a plurality of buckets; and

a classification of the analyzed interactions into one of the plurality of buckets by matching the analyzed interactions with a predetermined number of patterns in the one of the plurality of buckets, and wherein it is determined if a sum of the weights of the predetermined number patterns associated with the one of the plurality of buckets that match the customer-agent interactions exceed a threshold for that bucket, the threshold being associated with an intent of a customer associated with the customer-agent interactions, and producing an evaluation based on the classification;

a quality monitor of the at least one computing device configured to determine a quality score for one of the interactions, based at least in part on the evaluation produced by the analytics component;

a learning component of the at least one computing device to deliver a targeted learning session to an agent through the network based at least in part on the quality score or the evaluation, wherein the lesson includes a lesson completion date; and

an adherence component that determines if a lesson has been completed by the lesson completion date, and if not, notes an exception to adherence for the agent.

2. The integrated contact center of claim 1, wherein the analytics component is further configured to determine, based on the classification, whether one of a plurality of predefined activities occurred within the interaction.

3. The integrated contact center of claim 1, wherein the analytics component is further configured to classify calls into one of a plurality of call patterns based on content.