System and method for integrated workforce and analytics

• US 8,396,732 B1
• Filed: 05/02/2007
• Issued: 03/12/2013
• Est. Priority Date: 05/08/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Nies, James Gordon, Shvarts, Simon, Watson, Joseph
• Primary Examiner(s): Dixon, Thomas
• Assistant Examiner(s): VIZVARY, GERALD C
• Application Number:
  US11/743,300
• Time in Patent Office: 2,141 Days
• Field of Search: 717/174, 705/7.11, 705/7.12, 705/7.13, 705/7.22, 705/7.25, 705/7.26, 705/7.27, 705/8
• US Class Current: 705/7.12
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Systems and methods of integrating workforce management and contacts analysis are disclosed. An exemplary method comprises receiving content data derived from classification of a plurality of recorded agent contacts. The contact content data is correlated with past time period. The method also comprises identifying at least one pattern in the contact content data. The pattern is based on the contact classifications. The method also comprises receiving historical workload data from a contact router, and generating a workload forecast based on the historical workload data and the identified pattern.

Claims

1. A computer-implemented method of integrating workforce management and contacts analysis, comprising:

in a computer-implemented contact analysis system;

receiving contact content data for a plurality of recorded agent contacts, the contact content data correlated with past time periods;

analyzing the contact content data to produce a classification for each of the plurality of recorded agent contacts based on emotional content of the plurality of recorded agent contacts;

identifying at least one pattern in the classifications for each of the plurality of recorded agent contacts, the pattern determined from rules based on the contact classifications;

in a computer-implemented workforce management system;

receiving the at least one identified pattern from the contact analysis system;

receiving historical workload data from a contact router; and

generating a workload forecast based on the historical workload data and the at least one identified pattern.

2. The method of claim 1, further comprising:

in the workforce management system, generating a schedule for a plurality of agents based on the workload forecast.

3. The method of claim 1, further comprising:

in the contact analysis system, further classifying each of a plurality of recorded agent contacts into one of a plurality of categories according to at least one of call disposition or call topic.

4. The method of claim 1, wherein the recorded contact is text-based, and further comprising:

in the contact analysis system;

performing text analysis on the contact to identify at least one keyword; and

classifying the contact into one of a plurality of categories based on the identified keyword.

5. The method of claim 1, wherein the recorded contact is a voice call, and further comprising:

in the contact analysis system;

performing speech analysis on the contact to identify at least one keyword; and

classifying the contact into one of a plurality of categories based on the identified keyword.

6. A computer-implemented method of integrating workforce management and contacts analysis, comprising the steps of:

in a computer-implemented contact analysis system;

receiving contact content data for a plurality of recorded agent contacts, the contact content data correlated with past time periods;

analyzing the contact content data to produce a classification for each of the plurality of recorded agent contacts based on emotional content of the plurality of recorded agent contacts;

identifying at least one pattern in the classifications for each of the plurality of recorded agent contacts, the pattern determined from rules based on the contact classifications;

monitoring a stream of application events from an application monitor, each event associated with agent workstation activity;

determining a count of agent work units represented by the application event stream;

in a computer-implemented workforce management system;

receiving the at least one identified pattern from the contact analysis system;

receiving historical workload data from a contact router; and

generating a workload forecast based on the historical workload data, the at least one identified pattern, and the count of agent work units.

7. The method of claim 6, further comprising:

in the contact analysis system, producing workstation productivity data from the application events.

8. The method of claim 7, further comprising:

in the workforce management system, generating the workload forecast based on the historical workload data, the count of agent work units, and the workstation productivity data.

9. The method of claim 7, further comprising:

in the workforce management system;

determining historical workload for non-phone activities from the agent work units and the workstation productivity data; and

identifying workload patterns by analyzing the historical workload for non-phone activities and historical workload for phone activities.

10. The method of claim 6, wherein the determining step further comprises:

determining the count of agent work units represented by the application event stream by mapping a sequence of events within the stream to agent work units.

11. The method of claim 6, wherein the application events comprise application-level events.

12. The method of claim 6, wherein the application events comprise screen-level events.

13. The method of claim 6, wherein the application events comprise application input/output events.

14. A method of viewing data associated with recorded agent interactions from a window that displaying agent activity information, the method comprising the steps of:

in a computer-implemented contact analysis system;

capturing a plurality of contacts made by an agent;

receiving contact content data for the plurality of captured agent contacts, the contact content data correlated with past time periods;

analyzing the contact content data to produce a classification for each of the plurality of captured agent contacts based on emotional content of the plurality of captured agent contacts;

identifying at least one pattern in the classifications for each of the plurality of recorded agent contacts, the pattern determined from rules based on the contact classifications;

in a computer-implemented workforce management system;

receiving the at least one identified pattern from the contact analysis system;

receiving historical workload data from a contact router;

generating a workload forecast based on the historical workload data and the at least one identified pattern;

displaying a timeline;

displaying, in visual correlation with the timeline, a plurality of activities performed by the agent, at least a portion of the activities associated with one of the captured contacts; and

displaying, for those activities associated with one of the captured contacts, a contact attribute, in visual proximity to the activity.

15. The method of claim 14, wherein the analyzing step further comprises:

analyzing at least a portion of the contacts to identify a contact attribute, wherein the contact attribute comprises at least one of call time, call duration, and queue identifier.

16. The method of claim 14, wherein the analyzing step further comprises:

analyzing at least a portion of the contacts to extract content information, wherein the content information comprises at least one of topic and disposition.

17. The method of claim 14, wherein the analyzing step further comprises:

analyzing at least a portion of the contacts to determine an occurrence of a speech event, wherein the speech event comprises a predefined keyword.

18. The method of claim 14, further comprising:

in the workforce management system;

displaying a plurality of queue statistics, each queue statistic associated with a queue in a plurality of queues; and

receiving a selection of one of the queue statistics; and

displaying contact analysis data for a contact in a plurality of recorded contacts, the recorded contacts associated with the queue that is associated with the selected queue statistic, responsive to receiving the selection.