Dynamic display of real time speech analytics agent alert indications in a contact center

• US 9,160,853 B1
• Filed: 12/17/2014
• Issued: 10/13/2015
• Est. Priority Date: 12/17/2014
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Daddi, Rajesh S., Ouimette, Jason P.
• Primary Examiner(s): Patel, Hemant
• Application Number:
  US14/572,957
• Time in Patent Office: 300 Days
• Field of Search: 348 1401- 1416, 370259-271, 370351-357, 37926501-2661, 379/201.01, 709201-207, 709217-248, 704270-278, 705300-304, 705/346, 715/700, 715705-729, 715733-747, 715751-759, 715771-772
• US Class Current: 1/1
• CPC Class Codes: G10L 25/51 for comparison or discrimination
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A real-time speech analytics system (“RSTA system”) detects a speech condition during a call involving a contact center agent and a remote party. Upon detecting the speech condition, an alert message is provided to an alert reporting module (“ARM”), which is configured to access various data to form a RTSA alert. In one embodiment, the RTSA alert is a transient alert indication overlaid on an agent icon on a grid where the agent icon represents the agent and is displayed to a contact center supervisor. Information on the type and severity of the alert may be conveyed by text and non-text images, such as icons, colors, or symbols. A number representing a cumulative number of alert messages received for each agent may be indicated in an alert bubble overlaid on the agent icon. A viewer is able to request detailed alert data upon selecting the alert bubble.

Claims

1. A system for reporting a real-time speech analytics (“

RTSA”

) alert, comprising;

a real-time speech analytics (“

RTSA”

) system configured to;

monitor a call leg involving an agent in a contact center for a speech condition, and

generate an alert message in response to detecting the speech condition involving the agent, wherein the alert message indicates a topic related to the speech condition; and

an alert reporting module configured to;

receive the alert message, and

generate a transient alert indication for display on a workstation screen used by a supervisor of the contact center, wherein the transient alert indication indicates text associated with the topic, wherein the transient alert indication is displayed over an image of the agent, and wherein the text reflects expected speech from the agent that is not detected by the RTSA system.

2. The system of claim 1, wherein the alert reporting module is further configured to:

generate the transient alert indication for display on the workstation screen using a color corresponding to the topic indicated in the alert message.

3. The system of claim 1, wherein the image of the agent further comprises a matrix of a plurality of agent icons arranged a plurality of rows and columns, wherein each of the agent icons represents one of a plurality of agents.

4. The system of claim 1, wherein the transient alert indication comprises a numerical score representing a number of transient alert indications reported for the agent for the call.

5. The system of claim 1, wherein the alert reporting module is further configured to:

display additional information related to the speech condition detected in response to receiving a user input selecting the image of the agent.

6. A non-transitory computer readable medium storing instructions that when executed by a processor, cause the processor to:

receive at an interface an alert message from a real-time speech analytics system, wherein the alert message reports detection of a speech condition on a call involving an agent in a contact center;

determine based on a topic indicated by the alert message at least one of a color or an icon to use for displaying a transient alert indication;

determine text associated with the topic; and

cause the transient alert indication to be displayed on a computer display used in the contact center over an image of the agent involved in the call, wherein the transient alert indication indicates the text and at least one of the color or the icon, and wherein the text reflects expected speech from the agent that is not detected by the real-time speech analytics system.

7. The non-transitory computer readable medium of claim 6, wherein the instructions when executed by the processor further cause the processor to:

start a display timer upon causing the alert indication to be displayed; and

cause the display of the alert indication to be terminated in response to an expiry of the display timer.

8. The non-transitory computer readable medium of claim 6, wherein the instructions when executed by the processor further cause the processor to:

cause the transient alert indication to be displayed on the computer display using the color corresponding to the topic indicated in the alert message.

9. The non-transitory computer readable medium of claim 6, wherein the instructions when executed by the processor further cause the processor to:

cause the transient alert indication to be displayed on the computer display wherein the transient alert indication is displayed over an image of the agent.

10. The non-transitory computer readable medium of claim 9, wherein the image of the agent is an agent icon comprising a photographic image of the agent.

11. The non-transitory computer readable medium of claim 10, wherein the instructions when executed by the processor further cause the processor to:

cause additional information related to the speech condition to be displayed in response to a user input selecting the agent icon.

12. A method for dynamically displaying a real-time speech analytics (“

RTSA”

) alert on a workstation screen in a contact center, comprising;

presenting a grid of a plurality of agent-icons on the workstation screen by a computer processor, wherein a particular agent-icon comprises an agent image and represents a particular agent in the contact center currently logged into a call handler in the contact center and engaged on a call with a remote party;

receiving at the computer processor an alert message from a RTSA system associated with the particular agent represented by the particular agent-icon, wherein the particular agent is currently connected to the call handled by the call handler, and wherein the call is monitored by the RTSA system;

generating by the computer processor a transient alert indication based on the alert message and stored data in a processing system; and

displaying the transient alert indication on the workstation screen over the particular agent-icon, wherein the transient alert indication represents detection of a speech condition by the RTSA system pertaining to expected speech from the particular agent that was not detected on the call.

13. The method of claim 12, wherein the transient alert indication is displayed overlaid on the particular agent-icon.

14. The method of claim 12, wherein the grid of the plurality of agent-icons is presented in a matrix manner comprising a plurality of rows and columns on the workstation screen and each agent-icon comprises an image of a corresponding agent in the contact center.

15. The method of claim 12, wherein the transient alert indication comprises a numerical value representing a score associated with the speech condition detected by the RTSA system for the particular agent during the call.

16. The method of claim 12, further comprising:

displaying additional information on the workstation screen related to the speech condition in response to selection of the particular agent-icon by a supervisor.

17. The method of claim 12, wherein the transient alert indication comprises a color selected based on content of the stored data in the processing system and the alert message from the RTSA system.