# US 11,310,363 B2 · Systems and methods for providing coachable events for agents > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,310,363 B2 - Document ID: US11310363B2 - Status: Granted - Kind: B2 - Application number: 17/227,849 - Filed: 2021-04-12 - Published: 2021-11-18 - Granted: 2022-04-19 - Earliest claimed: 2020-05-14 - Assignees: Nice Ltd. - Applicants: Nice Ltd. - Inventors: Robert William Morris; Jon Augustus Arrowood; Brett Victor Forman - Web page: https://patentgrep.com/patent/US11310363B2 ## CPC - H04M 3/5175: {Call or contact centers supervision arrangements} - G06Q 10/06398: {Performance of employee with respect to a job function} - H04M 3/2218: {Call detail recording} - H04M 2203/401: Performance feedback - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## 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. ## Claims ### Claim 1 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. ### Claim 2 (depends on 1) The method of claim 1 further comprising for each behavior score over time, for each duration of the one or more durations, determining, by the computing device, a number of times each of the one or more events exist outside each duration. ### Claim 3 (depends on 1) The method of claim 1 wherein determining the behavior-event score is further based on the number of times each of the one or more events exists outside each duration. ### Claim 4 (depends on 1) The method of claim 1, further comprising: determining, by the computing device, for each agent of a plurality of agents and each behavior, an average score based on all behavior-event scores for the particular agent. ### Claim 5 (depends on 1) The method of claim 1, wherein identifying the one or more durations further comprises identifying portions of the respective behaviors score over time that have a value above a predetermined threshold. ### Claim 6 (depends on 1) The method of claim 1, wherein identifying the one or more durations further comprises identifying portions of the respective behaviors score over time that have a value below a predetermined threshold. ### Claim 7 (depends on 1) The method of claim 1 wherein the behavior score over time is further based on sentiment scores for the plurality of interactions, wherein the sentiment scores are based on phrases within the plurality of interactions. ### Claim 8 (depends on 1) The method of claim 1 wherein determining each behavior-event score is further based on a number of interactions in the plurality of interactions that have interactions or are absent interactions. ### Claim 9 (depends on 1) The method of claim 1 wherein the behavior score over time is a waveform. ### Claim 10 (depends on 1) The method of claim 1 wherein each of the plurality of behavior scores over time are for a particular behavior and determined as follows: BWj=Σi=1NW(tj−ti)Si i) W(t)=exp(−at2) ii) wherein BWj is a particular behavior score waveform of the plurality of behavior scores over time, j is an index into a particular word of the interaction, i is an index into a particular score at a particular time, where N is a total number of sentiment phrase entries, W(t) is a gaussian weighting window, ti is a start time of element i, tj−ti is a time difference between a waveform time and the time of the phrase, a is a smoothing factor, and Si is a sentiment score of element i. ### Claim 11 (depends on 1) The method of claim 1 wherein the plurality of agent behaviors comprises empathy, kindness, brevity, clarity, compassion, or any combination thereof. ### Claim 12 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. ### Claim 13 (depends on 12) The computer program product of claim 12 comprising instructions which, when the program is executed cause the computer to: for each behavior score over time, for each duration of the one or more durations, determine a number of times each of the one or more events exist outside each duration. ### Claim 14 (depends on 12) The computer program product of claim 12 wherein determining the behavior-event score is further based on the number of times each of the one or more events exists outside each duration. ### Claim 15 (depends on 12) The computer program product of claim 12 comprising instructions which, when the program is executed cause the computer to: determine for each agent of a plurality of agents and each behavior, an average score based on all behavior-event scores for the particular agent. ### Claim 16 (depends on 12) The computer program product of claim 12 wherein identifying the one or more durations further comprises identifying portions of the respective behaviors score over time that have a value above a predetermined threshold. ### Claim 17 (depends on 12) The computer program product of claim 12 wherein identifying the one or more durations further comprises identifying portions of the respective behaviors score over time that have a value below a predetermined threshold. ### Claim 18 (depends on 12) The computer program product of claim 12 wherein the behavior score over time is a waveform. ### Claim 19 (depends on 12) The computer program product of claim 12 wherein each of the plurality of behavior scores over time are for a particular behavior and determined as follows: BWj=Σi=1NW(tj−ti)Si iii) W(t)=exp(−at2) iv) wherein BWj is a particular behavior score waveform of the plurality of behavior scores over time, j is an index into a particular word of the interaction, i is an index into a particular score at a particular time, where N is a total number of sentiment phrase entries, W(t) is a gaussian weighting window, ti is a start time of element i, tj−ti is a time difference between a waveform time and the time of the phrase, a is a smoothing factor, and Si is a sentiment score of element i. ### Claim 20 (depends on 12) The computer program product of claim 12 wherein the plurality of agent behaviors comprises empathy, kindness, brevity, clarity, compassion, or any combination thereof.