Complex recording trigger

• US 9,008,300 B2
• Filed: 02/24/2006
• Issued: 04/14/2015
• Est. Priority Date: 01/28/2002
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Nourbakhsh, Illah R., Watson, Joseph
• Primary Examiner(s): GAY, SONIA L
• Application Number:
  US11/361,208
• Publication Number:
  US 20070201675A1
• Time in Patent Office: 3,336 Days
• Field of Search: 379/265.06, 379/265.01, 379/265.02, 705/11, 340/286.02, 704/7.42
• US Class Current: 379/265.06
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Complex recording triggers are provided. As an example of a system and method, the volume of call records can be reduced by complex recording triggers, thereby reducing the storage space allocated for call records.

Claims

1. A selective recording system having a complex recording trigger, the system comprising:

an activity monitor configured to monitor the activities of agents by recording telephone and on-screen computer activities associated with the agent;

an activity analyzer configured to analyze historical activities of an agent recorded by the activity monitor, to detect patterns of activities comprising behaviors, to estimate future behaviors of the agent using the detected pattern of behaviors, and establishing a date and time for when the agent is predicted to perform the estimated future behavior;

wherein the activity analyzer compares the agent'"'"'s historical activities to schedule information received from a workforce management system as well as compares the agent'"'"'s historical activities to a historical record of a peer group associated with the agent to determine whether the agent'"'"'s historical activities are inconsistent with the historical record of the peer group;

a complex recording trigger configured to;

receive from the activity analyzer the estimated future behaviors, the established date and time for when the agent is predicted to perform the estimated future behaviors, and the determination whether the agent'"'"'s activities are inconsistent with the activities of the peer group, and

determine whether to monitor an agent based upon the received estimated future behaviors, the received established date and time for when the agent is predicted to perform the estimated future behavior, and the received determination whether the agent'"'"'s historical activities are inconsistent with that historical record of the peer group, the complex recording trigger being further configured to instruct the activity monitor to selectively record the agent'"'"'s activities based upon the determination whether to monitor the agent; and

wherein the complex recording trigger can be configured to record future telephone activity, on-screen computer activity, or combinations thereof based upon behaviors that a business selects to monitor.

2. The system of claim 1, wherein the monitored activities collected includes agent history, group history, schedule, temporal information, and forecast information.

3. The system of claim 1, wherein the activity analyzing step comprises comparing current activities of the agent to the agent'"'"'s own past activities in order to detect patterns in the agent'"'"'s usage.

4. The system of claim 1, wherein the activity analyzer performs a statistical analysis of the collected information;

wherein the activity analyzer is configured to estimate time periods during which an agent is found to be likely to engage in a selected activity; and

wherein the complex recording trigger is further configured to automatically instruct the activity monitor to record the agent'"'"'s activities based upon the prediction to perform the estimated future behaviors.

5. The system of claim 4, wherein the selected activity includes at least one of:

abnormal telephone conversations, inactivity, errors, lost business, or non-compliance with schedule.

6. The system of claim 4, wherein the selected activity includes at least one of a completed sale or transaction, a closed issue, or a positive contact exchange.

7. A method for predicting a period of time during which to monitor an agent for statistically anomalous conversations, the method comprising the steps of:

analyzing an agent based upon information collected about the agent, wherein at least a portion of the information is based upon information collected over a monitored medium, the analyzing further comprising detecting patterns of activities comprising behaviors, estimating future behavior of the agent using the detected pattern of behaviors, and establishing a date and time for when the agent is predicted to perform the estimated future behavior;

determining whether the agent should be monitored based upon comparing the agent'"'"'s historical activities to schedule information received from a workforce management system, comparing the agent'"'"'s historical activities to a historical record of a peer group associated with the agent, the established date and time for when the agent is predicted to perform the estimated future behaviors, and a determination whether the agent'"'"'s historical activities are inconsistent with the historical record of the peer group; and

monitoring activities associated with the agent based upon determining that future activity of the agent has deviated from the estimate of the agent'"'"'s future behavior, wherein monitoring includes recording data associated with the agent'"'"'s telephone and computer usage, and marking the recorded data for review.

8. The method of claim 7, wherein the information collected includes agent history, group history, schedule, temporal information, forecast information, scorecard information, evaluation or quality score.

9. The method of claim 7, wherein the step of determining whether the agent should be monitored comprises determining when the agent should be monitored.

10. The method of claim 7, further comprising the step of:

collecting information about current activities being performed by an agent over a predetermined period of time by recording information from the monitored medium;

wherein the analyzing step compares the collected information with scheduling information received from a workforce management system as well as comparing the collected information with usage information of a peer group with whom the agent is associated.

11. The method of claim 10, wherein the analyzing step comprises comparing current activities of the agent to the agent'"'"'s own past behavior.

12. The method of claim 10, wherein the collecting step further comprises collecting usage information about the peer group'"'"'s activities wherein the peer group comprises a plurality of agents.

13. The method of claim 7, wherein the analyzing step comprises a statistical analysis of the collected information;

wherein the determining step further comprises estimating statistically anomalous future activity;

wherein the method further comprises the step of automatically recording the agent'"'"'s activities based upon the determining step.

14. The method of claim 13, wherein the statistically anomalous future activity includes at least one of:

abnormal telephone conversations, inactivity, errors, lost business, abnormal web browsing, or abnormal use of a business application at the workstation.