System and method for analyzing agent interactions

• US 8,341,013 B2
• Filed: 08/23/2010
• Issued: 12/25/2012
• Est. Priority Date: 10/22/2003
• Status: Active Grant

• Current Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Lee, Howard M.
• Primary Examiner(s): BORISSOV, IGOR N
• Application Number:
  US12/861,733
• Publication Number:
  US 20100318410A1
• Time in Patent Office: 855 Days
• Field of Search: 705/1.1, 705/7.11, 705/7.13, 705/7.14, 705/7.15, 705/7.16, 705/7.17, 705/7.18, 705/7.38, 705/7.39, 705/7.41, 705/7.42, 705/29, 705/30, 705/32, 705/26.1, 705/304
• US Class Current: 705/7.42
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.

Claims

1. A system for analyzing agent interactions, comprising:

a calibration module to provide to analysts, a common interaction between a customer and an agent of a business;

a score module to receive performance scores for the common interaction from each of the analysts, to compare the performance scores, and to unify scoring by the analysts, comprising;

a deviation module to determine a deviation between the performance scores and to compare the deviation to a threshold;

an interaction distribution module to provide further common interactions to one or more of the analysts when the deviation falls below the threshold;

a further score module to receive from the one or more analysts, other performance scores for at least one of the further common interactions;

a further deviation module to determine a further deviation between the other performance scores and to compare the further deviation to the threshold; and

an identification module to identify the one or more analysts as unified analysts when the further deviation exceeds the threshold;

an update module to communicate an update to the unified analysts during the scoring by placing a hold to prevent the unified analysts from evaluating one of the further common interactions, providing the update to the unified analysts, and subsequently, removing the hold;

a further interaction distribution module to provide one or more interactions to at least one of the unified analysts;

a feedback module to receive from each of the unified analysts, a further performance score for the interaction and to provide to the business, the further performance scores for the agent associated with the one or more interactions; and

a processor to execute the modules.

2. A system according to claim 1, wherein the feedback module provides, with each of the performance score, other performance scores, and further performance score, feedback comprising training tips, a performance element that could be improved, and a performance element that was well performed.

3. A system according to claim 1, wherein the one or more interactions are obtained at a rate comprising at least one of one or more interactions per agent per day and one or more interactions per agent per week.

4. A system according to claim 1, wherein the agents are located in one geographic location and the analysts are located in a different geographic location.

5. A system according to claim 4, wherein the second geographic location comprises wages lower than the wages in the first geographic area.

6. A system according to claim 1, wherein the common interactions, the further common interactions, and one or more interactions each comprise at least one of telephone calls and emails.

7. A system according to claim 1, wherein the each comprise one of a recording and a real time interaction.

8. A system according to claim 1, wherein the performance scores, other performance scores, and the further performance score are each based on factors comprising at least one of each agent'"'"'s selling skills, knowledge, ability to provide a greeting, resolve a call, and take an order.

9. A system according to claim 1, further comprising:

a score distribution module to provide the further performance score to at least one of the analyst'"'"'s supervisor, subject matter expert, and manager.

10. A system according to claim 1, wherein the deviation threshold comprises five percent.

11. A method for analyzing agent interactions, wherein all steps are performed by a computer, comprising:

providing to analysts, a common interaction between a customer and an agent of a business;

receiving performance scores for the common interaction from each of the analysts and comparing the performance scores;

unifying scoring by the analysts, comprising;

determining a deviation between the performance scores and comparing the deviation to a threshold;

providing further common interactions to one or more of the analysts when the deviation falls below the threshold;

receiving from the one or more analysts, other performance scores for at least one of the further common interactions and determining a further deviation between the other performance scores;

comparing the further deviation to the threshold; and

identifying the one or more analysts as unified analysts when the further deviation exceeds the threshold;

communicating an update to the unified analysts during the scoring, comprising;

placing a hold to prevent the unified analysts from evaluating one of the further common interactions; and

providing the update to the unified analysts and subsequently, removing the hold;

providing one or more interactions to at least one of the unified analysts; and

receiving from each of the unified analysts, a further performance score for the interaction and providing to the business, the further performance scores for the agent associated with the one or more interactions.

12. A method according to claim 11, further comprising:

providing with each of the performance score, other performance scores, and further performance score, feedback comprising training tips, a performance element that could be improved, and a performance element that was well performed.

13. A method according to claim 11, wherein the one or more interactions are obtained at a rate comprising at least one of one or more interactions per agent per day and one or more interactions per agent per week.

14. A method according to claim 11, wherein the agents are located in one geographic location and the analysts are located in a different geographic location.

15. A method according to claim 14, wherein the second geographic location comprises wages lower than the wages in the first geographic area.

16. A method according to claim 11, wherein the common interactions, the further common interactions, and one or more interactions each comprise at least one of telephone calls and emails.

17. A method according to claim 11, wherein the common interactions, further common interactions and one or more interactions each comprise one of a recording and a real time interaction.

18. A method according to claim 11, wherein the performance scores, other performance scores, and the further performance score are each based on factors comprising at least one of each agent'"'"'s selling skills, knowledge, ability to provide a greeting, resolve a call, and take an order.

19. A method according to claim 11, further comprising:

providing the further performance score to at least one of the analyst'"'"'s supervisor, subject matter expert, and manager.

20. A method according to claim 11, wherein the deviation threshold comprises five percent.