US 8,649,499 B1Granted

Communication analytics training management system for call center agents

AssigneeNoble Systems Corporation

InventorsKarl H. Koster, Christopher S. Haggerty

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Abstract

Technologies are generally presented herein pertaining to identifying a training topic for agents at a contact center. In various embodiments, these technologies comprise performing an analysis on communications conducted between agents at the contact center and contact parties over a time period. In particular embodiments, the analysis performed on the communications involves identifying a number of occurrences of a keyword or a keyphrase found in the communications between the agents and the contact parties. Further, in various embodiments, in response to the number of occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold, the technologies presented herein comprise automatically identifying a training topic associated with the keyword or the keyphrase, and then providing a training course to the agent.

Claims15

Dependent claims

A method for identifying a training topic for at least one agent at a contact center, the method comprising the steps of:

performing an analysis by at least one computer processor on an aggregate of communications conducted between multiple agents at the contact center and multiple contact parties over a time period, the analysis comprising identifying occurrences of a keyword or a keyphrase found in individual communications of the aggregate of communications conducted between the multiple agents and the multiple contact parties;
and
in response to a total number for the occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold set for the aggregate of communications:
determining by the at least one computer processor a pattern for the individual communications in which occurrences of the keyword or the keyphrase are found, the pattern identifying one or more popular resolutions introduced by agents during the individual communications in which occurrences of the keyword or the keyphrase are found;
and
identifying by the at least one computer processor the training topic based on the pattern, wherein the training topic is associated with at least one of the one or more popular resolutions introduced by the agents during the individual communications in which occurrences of the keyword or the keyphrase are found, and the at least one of the one or more popular resolutions is a resolution offered more often last during the individual communications in which occurrences of the keyword or the keyphrase were found.

3 more elements

A non-transitory computer-readable storage medium for identifying a training topic for at least one agent at a contact center, the tangible computer-readable storage medium comprising computer-executable instructions when executed by at least one computer processor cause the at least one computer processor to:

perform an analysis on an aggregate of communications conducted between multiple agents at the contact center and multiple contact parties over a time period, the analysis comprising identifying occurrences of a keyword or a keyphrase found in individual communications between the multiple agents and the multiple contact parties;
and
in response to a total number of the occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold set for the aggregate of communications:
determining a pattern for the individual communications in which occurrences of the keyword or the keyphrase are found, the pattern identifying one or more popular resolutions introduced by agents during the individual communications in which occurrences of the keyword or the keyphrase are found;
and
identifying the training topic based on the pattern, wherein the training topic is associated with at least one of the one or more popular resolutions introduced by the agents during the individual communications in which occurrences of the keyword or the keyphrase are found, and the at least one of the one or more popular resolutions is a resolution offered more often last during the individual communications in which occurrences of the keyword or the keyphrase were found.

3 more elements

A system for identifying a training topic for at least one agent at a contact center, the system comprising:

at least one computer processor configured to:
perform an analysis on an aggregate of communications conducted between the multiple agents at the contact center and multiple contact parties over a time period, the analysis comprising identifying occurrences of a keyword or a keyphrase found in individual communications of the aggregate communications conducted between the multiple agents and the multiple contact parties;
and
in response to a total number of the occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold set for the aggregate of communications:
determine a pattern for the individual communications in which occurrences of the keyword or the keyphrase are found, the pattern identifying one or more popular resolutions introduced by agents during the individual communications in which occurrences of the keyword or the keyphrase are found;
and
identify the training topic based on the pattern, wherein the training topic is associated with at least one of the one or more popular resolutions introduced by the agents during the individual communications in which occurrences of the keyword or the keyphrase are found, and the at least one of the one or more popular resolutions is a resolution offered more often last during the individual communications in which occurrences of the keyword or the keyphrase were found.

4 more elements

Dependencies are inferred from the claim text.