Dynamic display of real time speech analytics agent alert indications in a contact center

A non-transitory computer readable medium storing instructions that when executed by a processor, cause the processor to:

• receive at an interface an alert message from a real-time speech analytics system, wherein the alert message reports detection of a speech condition on a call involving an agent in a contact center;
• determine based on a topic indicated by the alert message at least one of a color or an icon to use for displaying a transient alert indication;
• determine text associated with the topic;
• and
• cause the transient alert indication to be displayed on a computer display used in the contact center over an image of the agent involved in the call, wherein the transient alert indication indicates the text and at least one of the color or the icon, and wherein the text reflects expected speech from the agent that is not detected by the real-time speech analytics system.

A method for dynamically displaying a real-time speech analytics (“RTSA”) alert on a workstation screen in a contact center, comprising:

• presenting a grid of a plurality of agent-icons on the workstation screen by a computer processor, wherein a particular agent-icon comprises an agent image and represents a particular agent in the contact center currently logged into a call handler in the contact center and engaged on a call with a remote party;
• receiving at the computer processor an alert message from a RTSA system associated with the particular agent represented by the particular agent-icon, wherein the particular agent is currently connected to the call handled by the call handler, and wherein the call is monitored by the RTSA system;
• generating by the computer processor a transient alert indication based on the alert message and stored data in a processing system;
• and
• displaying the transient alert indication on the workstation screen over the particular agent-icon, wherein the transient alert indication represents detection of a speech condition by the RTSA system pertaining to expected speech from the particular agent that was not detected on the call.