Complex recording trigger

• US 9,451,086 B2
• Filed: 01/26/2015
• Issued: 09/20/2016
• 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:
  US14/605,099
• Publication Number:
  US 20150207936A1
• Time in Patent Office: 603 Days
• Field of Search: 379/265.06
• US Class Current: 1/1
• 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 that determines whether and when to monitor an agent, the system comprising:

a monitoring server configured to;

analyze historical activities of the agent recorded by an activity monitor,

detect patterns of activities comprising behaviors in the recorded historical activities,

estimate future behaviors of the agent using the detected patterns of behaviors, and

establish dates and times for when the agent is predicted to perform the estimated future behaviors;

wherein the monitoring server 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 activities of the peer group; and

wherein the monitoring server is further configured to;

determine whether to monitor an agent based upon the estimated future behaviors, the established date and time for when the agent is predicted to perform the estimated future behavior, and the determination whether the agent'"'"'s historical activities are inconsistent with that historical record of the peer group; and

instruct the activity monitor to selectively record the agent'"'"'s activities based upon the determination whether to monitor the agent.

2. The system of claim 1, wherein the recorded historical activities include 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 selected activities include at least one of:

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

5. The system of claim 1, wherein the selected activities include at least one of a completed sale or transaction, a closed issue, or a positive contact exchange.

6. The system of claim 1, wherein the activity monitor is located within the agent'"'"'s workstation.

7. A non-transitory computer readable medium having instructions thereon for determining whether and when to monitor an agent, that when executed by a processor, cause the processor to perform the steps comprising:

analyzing historical activities of an agent recorded by an activity monitor;

detecting patterns of activities comprising behaviors in the recorded historical activities;

estimating future behaviors of the agent using the detected patterns of behaviors;

establishing dates and times for when the agent is predicted to perform the estimated future behaviors;

comparing the agent'"'"'s historical activities to schedule information received from a workforce management system as well as comparing 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 activities of the peer group;

determining whether to monitor an agent based upon the estimated future behaviors, the established date and time for when the agent is predicted to perform the estimated future behavior, and the determination whether the agent'"'"'s historical activities are inconsistent with that historical record of the peer group; and

instructing the activity monitor to selectively record the agent'"'"'s activities based upon the determination whether to monitor the agent.

8. The non-transitory computer readable medium of claim 7, wherein the recorded historical activities include agent history, group history, schedule, temporal information, and forecast information.

9. The non-transitory computer readable medium of claim 7, 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.

10. The non-transitory computer readable medium of claim 7, wherein the selected activities include at least one of:

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

11. The non-transitory computer readable medium of claim 7, wherein the selected activities include at least one of a completed sale or transaction, a closed issue, or a positive contact exchange.

12. The non-transitory computer readable medium of claim 7, wherein the activity monitor is located within the agent'"'"'s workstation.

13. A method for determining whether and when to monitor an agent, the method comprising:

analyzing historical activities of an agent recorded by an activity monitor;

detecting patterns of activities comprising behaviors in the recorded historical activities;

estimating future behaviors of the agent using the detected patterns of behaviors;

establishing dates and times for when the agent is predicted to perform the estimated future behaviors;

comparing the agent'"'"'s historical activities to schedule information received from a workforce management system as well as comparing 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 activities of the peer group;

determining whether to monitor an agent based upon the estimated future behaviors, the established date and time for when the agent is predicted to perform the estimated future behavior, and the determination whether the agent'"'"'s historical activities are inconsistent with that historical record of the peer group; and

instructing the activity monitor to selectively record the agent'"'"'s activities based upon the determination whether to monitor the agent.

14. The method of claim 13, wherein the recorded historical activities include agent history, group history, schedule, temporal information, and forecast information.

15. The method of claim 13, 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.

16. The method of claim 15, wherein the selected activities include at least one of:

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

17. The method of claim 15, wherein the selected activities include at least one of a completed sale or transaction, a closed issue, or a positive contact exchange.