US 11,386,382 B1 · System and method for determining and utilizing after-call-work factor in contact center quality processes

Abstract

A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

Claims20

Dependent claims

A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation, the computerized-method comprising:

in a computerized system comprising a processor, a database of data related to interaction metadata and skills of agent, a database of customer data;
and a memory to store the plurality of databases, said processor is configured to operate, for each interaction between an agent and a customer, an After-Call-Work (ACW) factor calculation module, said operating of the ACW factor calculation module comprising:
(i) receiving agent recording of the interaction;
(ii) aggregating data fields associated with:
(a) the interaction;
and (b) the customer;
(iii) retrieving an ACW time of the interaction;
(iv) forwarding the aggregated data fields to a machine learning model;
(v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields;
(vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time;
and
(vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

9 more elements

A computerized-system for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation, the computerized-system comprising:

a database of data related to interactions and skills of agent;
a database of customer metadata;
a memory to store the plurality of databases;
and
a processor, said processor is configured to operate for each interaction between an agent and a customer, an ACW factor calculation module, said operating of ACW factor calculation module is configured to:
(i) receive agent recording of the interaction;
(ii) aggregate data fields associated with:
(a) the interaction;
and (b) the customer;
(iii) retrieve an ACW time of the interaction;
(iv) forward the aggregated data fields to a machine learning model;
(v) operate the machine learning model to calculate a predicted ACW time, based on the aggregated data fields;
(vi) calculate an ACW factor based on the received time of ACW and the calculated predicted ACW time;
and
(vii) send the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

12 more elements

Dependencies are inferred from the claim text.

System and method for determining and utilizing after-call-work factor in contact center quality processes

Life of this patent

System and method for determining and utilizing after-call-work factor in contact center quality processes

Life of this patent

Abstract

Claims20