Semi automated review of contact center agent performance

• US 8,787,532 B1
• Filed: 03/19/2014
• Issued: 07/22/2014
• Est. Priority Date: 10/07/2013
• Status: Active Grant

• Current Assignee: Zoom International A.S.
• Original Assignee: ZOOM International s.r.o
• Inventors: Adam, Pavel
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US14/220,123
• Time in Patent Office: 125 Days
• Field of Search: 379/67.1, 379/265.06, 707/616
• US Class Current: 379/67.1
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system for semi automated review of contact center agent performance, comprising a data manager, an evaluator user interface, a speech analytics engine, an automated evaluator software module, a database, and a call recording system. The call recording system records customer calls and stores the resulting call recordings in the database. The data manager collects and preprocesses a plurality of data elements pertaining to a plurality of specific call recordings and stores them in the database as metadata associated with the respective call recordings. The speech analysis engine conducts automated speech analysis of call recording, tags the call recording with a metadata element, and stores the metadata element in the database. The automated evaluator software module performs analysis of a call recording and prioritizes at least a subset of the call recordings for review by a human reviewer.

Claims

1. A system for semi automated review of contact center agent performance, comprising:

a data manager stored and operating on a network-connected computer;

an evaluator user interface software module stored and operating on a network-attached computer;

a speech analytics engine coupled via a network to the data manager;

a plurality of automated evaluator software modules stored and operating on a plurality of network-attached computers;

a network-connected database adapted to store call recordings and associated metadata; and

a call recording system coupled to the database and adapted to store call recordings in the database;

wherein the call recording system records customer calls and stores the resulting call recordings in the database;

wherein the data manager collects and preprocesses a plurality of data elements pertaining to a plurality of specific call recordings and stores them in the database as metadata associated with the respective call recordings;

wherein the speech analysis engine conducts automated speech analysis of a first call recording, tags the first call recording with a first time-specific metadata element based on the results of the automated speech analysis, and stores the first time-specific metadata element in the database as part of the first call recording;

wherein at least one of the plurality of automated evaluator software modules performs automated analysis of a plurality of call recordings and their associated metadata and, based on the results of the automated analyses, prioritizes at least a subset of the plurality of call recordings for review by a human reviewer using the evaluator user interface software module; and

wherein the data manager delivers call recordings from the prioritized subset to the evaluator user interface software module in priority order.

2. The system of claim 1, further comprising a process analytics engine coupled via a network to the data manager;

wherein the process analytics engine conducts automated analysis of a second call recording, tags the second call recording with a first time-specific metadata element based on the results of the automated speech analysis, and stores the first time-specific metadata element in the database as part of the first call recording.

3. The system of claim 1, wherein the first call recording is sent to the evaluator user interface software module with a further data element comprising a time corresponding to a specific time relative to call start within the first call recording that requires special attention from the reviewer.

4. A method for semi automated review of contact center agent performance, the method comprising the steps of:

recording, using a call recording system coupled to a network-connected database, customer calls and storing the resulting call recordings in the database;

collecting and preprocessing, using a data manager software module stored and operating on a network-connected computer, a plurality of data elements pertaining to a plurality of specific call recordings and storing them in the database as metadata associated with the respective call recordings;

conducting, using a speech analysis engine coupled to the database via a network, automated speech analysis of a first call recording;

tagging the first call recording with a first time-specific metadata element based on the results of the automated speech analysis;

storing the first time-specific metadata element in the database as part of the first call recording;

performing, using a plurality of automated evaluator software modules stored and operating on a network-connected computer, automated analysis of a plurality of call recordings and their associated metadata;

based on the results of the automated analyses, prioritizing at least a subset of the plurality of call recordings for review by a human reviewer using an evaluator user interface software module; and

delivering call recordings from the prioritized subset to the evaluator user interface software module in priority order.