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US 11,310,363 B2Granted
Systems and methods for providing coachable events for agents
AssigneeNice Ltd.
InventorsRobert William Morris, Jon Augustus Arrowood, Brett Victor Forman
Life of this patent
Estimating the term…
Abstract
A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.
Claims20
A method for providing coachable events for agents within a call center, the method comprising:
- receiving, by a computing device, a plurality of interactions that are based on recordings of interactions between customers and agents in the call center;
- determining, by the computing device, for each agent behavior in a plurality of agent behaviors and each interaction in the plurality of interactions a behavior score over time based on the respective interaction to create a plurality of behavior scores over time;
- identifying, by the computing device, for each behavior score over time, one or more durations of the behavior score over time;
- identifying, by the computing device, for each event in a plurality of events, the particular interaction within the plurality of interactions that the particular event occurred within and associating the particular event with the particular interaction, wherein each event comprises properties that describe the event;
- determining, by the computing device, for each behavior score over time, for each duration of the one or more durations, a number of times each of the one or more events exist within each duration;
- determining, by the computing device, for each behavior and each event that exists in each behavior, a behavior-event score that indicates relevancy of a current event to the behavior based on the corresponding number of times the current event occurs within the duration;
- and
- displaying, by the computing device, for each behavior a ranked list of events with the behavior-event score scores.
5 more elements
A non-transitory computer program product comprising instructions which, when the program is executed cause the computer to:
- receive a plurality of interactions that are based on recordings of interactions between customers and agents in the call center;
- determine for each agent behavior in a plurality of agent behaviors and each interaction in the plurality of interactions a behavior score over time based on the respective interaction to create a plurality of behavior score over time;
- identify for each behavior score over time, one or more durations of the behavior score over time;
- identify for each event in a plurality of events, the particular interaction within the plurality of interactions that the particular event occurred within and associating the particular event with the particular interaction, wherein each event comprises properties that describes the event;
- determine for each behavior score over time, for each duration of the one or more durations, a number of times each of the one or more events exist within each duration;
- determine each behavior and each event that exists in each behavior, a behavior-event score that indicates relevancy of a current event to the behavior based on the corresponding number of times the current event occurs within the duration;
- and
- display for each behavior a ranked list of events with the behavior-event score scores.
5 more elements
Dependencies are inferred from the claim text.