Systems and methods of contact monitoring
AssigneeIncontact Inc.
InventorsJason Lowry, Matthew Lawrence Page, Taylor Henry White, Nicholas Bauer Ramond, Brian Douglas Minert
Life of this patent
Estimating the term…
Abstract
Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor.
Claims18
A method for improving supervisor efficiency in a contact handling system by automatically identifying and presenting contacts associated with a risk of producing a negative customer response, the method comprising:
- electronically monitoring real-time communication between an agent and a customer associated with a contact for one or more characteristics of the communication, using a computer programmed to electronically monitor communication;
- automatically identifying, using the computer, that the contact includes a risk of producing a negative customer response based on the one or more characteristics of the communication;
- presenting the identified contact to a supervisor;
- and
- presenting one or more supervisor actions to the supervisor, wherein the supervisor actions include one or more of:
- coaching, barging in, and taking over,
- wherein the contact handling system includes:
- an agent workstation, which allows an agent to interact with contacts, contact media, supervisors, and the contact handling system;
- a supervisor workstation, which allows a supervisor to interact with contacts, including agents and contacts, contact media, and the contact handling system;
- a media server, which handles connection paths for contact media;
- an automatic contact distributor, which tracks the state of each contact and agent, the automatic contact distributor supplying available agents with waiting contact media;
- and
- an interactive voice response unit, which provides pre-recorded audio prompts to incoming voice contact media.
A method for improving supervisor efficiency in a contact handling system by automatically identifying and presenting contacts associated with a risk of producing negative customer responses, the method comprising:
- electronically monitoring real-time facial expressions in communication between an agent and a customer associated with a contact using a computer programmed to electronically monitor facial expressions in real-time;
- automatically identifying, using the computer, that the contact includes an above-average risk of producing a negative customer response based at least in part on detecting one or more facial expressions correlated with contacts including an above-average risk of producing a negative customer response;
- and
- presenting the identified contact to a supervisor.
A contact handling system comprising:
- an agent workstation, which allows an agent to interact with customers, media, and the contact handling system;
- a supervisor workstation, which allows a supervisor to interact with contacts, including agents and contacts, contact media, and the contact handling system;
- a media server, which handles connection paths for media;
- an automatic contact distributor, which tracks the state of contacts and agents accessing the contact handling system, supplying available agents with waiting media;
- an interactive voice response unit, which provides pre-recorded audio prompts to incoming voice contact media
- an electronic processor;
- and
- a tangible non-transitory computer readable medium having executable instructions stored thereon for performing a method for improving supervisor efficiency in a contact handling system by automatically identifying and presenting contacts associated with a risk of producing a negative customer response, the method including:
- monitoring, in real-time at the media server, for one or more characteristics of a communication between the agent and a customer associated with a contact;
- identifying, based at least in part on the characteristics of the communication, that the contact includes a risk of producing a negative customer response;
- presenting the identified contact to a supervisor;
- and
- presenting one or more supervisor actions to the supervisor, wherein the supervisor actions include one or more of:
- coaching, barging in, and taking over.
Dependencies are inferred from the claim text.