US 2020/0220974 A1 · DEVICES AND METHODS FOR FACILITATING QUALITY ASSURANCE IN CONTACT CENTERS

Abstract

Quality assurance systems are adapted to facilitate quality assurance of agents working in contact centers. According to at least one example, a quality assurance system may detect a script path employed by an agent through a pitch for at least one call, where the script path is represented by a sequence of agent keypresses associated with respective prerecorded audio scripts, navigations, and dispositions for the pitch. A determination may be made whether the detected script path employed by the agent through the pitch for the at least one call deviates from one or more standard profiles. At least one of the agent who conducted the at least one call or the at least one call may be flagged for further review when it is determined that the at least one call deviates from the one or more standard profiles. Other aspects, embodiments, and features are also included.

Claims21

Dependent claims

A quality assurance system, comprising:

a communications interface;
a storage medium;
and
a processing circuit coupled to the communications interface and the storage medium, wherein the processing circuit comprises logic to:
detect a script path employed by an agent through a pitch for at least one call, the pitch comprising a plurality of prerecorded audio scripts, navigations, and dispositions, wherein the script path is represented by a sequence of agent keypresses;
determine that the detected script path employed by the agent through the pitch for the at least one call deviates from one or more standard profiles;
and
flag at least one of the agent who conducted the at least one call or the at least one call.

5 more elements

A method operational on a quality assurance system, comprising:

detecting a script path employed by an agent through a pitch for at least one call, the pitch comprising a plurality of prerecorded audio scripts, navigations, and dispositions each associated with respective agent keypresses, wherein the script path is detected from a sequence of agent keypresses;
determining that the detected script path employed by the agent through the pitch for the at least one call deviates from one or more standard profiles;
and
flagging at least one of the agent who conducted the at least one call or the at least one call.

1 more element

A non-transitory processor-readable storage medium storing processor-executable programming for causing a processing circuit to:

detect a script path employed by an agent through a pitch for at least one call, the pitch comprising a plurality of prerecorded audio scripts, navigations, and dispositions, wherein the script path is detected from a sequence of agent keypresses;
determine that the detected script path employed by the agent through the pitch for the at least one call deviates from one or more standard profiles;
and
flag at least one of the agent who conducted the at least one call or the at least one call for additional review.

1 more element

Dependencies are inferred from the claim text.

Devices and methods for facilitating quality assurance in contact centers

Life of this patent

Devices and methods for facilitating quality assurance in contact centers

Life of this patent

Abstract

Claims21