Contact center monitoring
AssigneeVerizon Patent and Licensing Inc.
InventorsMayuresh M. Hegde, Prashant Kamath, Nitin Ahuja
Life of this patent
Estimating the term…
Abstract
A method may include receiving, at a call center, a call from a customer, identifying an agent to handle the call and forwarding the call to the agent. The method may also include monitoring the call to identify whether one or more particular words or phrases was voiced by the customer or the agent, determining, based on the monitoring, that a first word or phrase of the one or more particular words or phrases was voiced and generating an alert or message to forward to a workstation associated with a supervisor in response to determining that the first word or phrase or was voiced. The method may further include forwarding the alert or message to the workstation associated with the supervisor.
Claims20
A method, comprising:
- receiving, at a call center, a call from a customer;
- identifying an agent to handle the call;
- forwarding the call to the agent;
- monitoring the call between the customer and the agent to identify whether one or more particular words or phrases was voiced by the customer or the agent;
- determining, based on the monitoring, that a first word or phrase of the one or more particular words or phrases was voiced by the customer or the agent;
- identifying at least one of a rating of the agent or a customer level associated with the customer;
- generating an alert or message to forward to a workstation associated with a supervisor in response to determining that the first word or phrase or was voiced and at least one of that the rating of the agent is less than a threshold level or the customer level associated with the customer is above a threshold level;
- and
- forwarding the alert or message to the workstation associated with the supervisor.
A system, comprising:
- a memory configured to store information identifying a plurality of agents and supervisors associated with the plurality of agents;
- a workstation associated with a first supervisor;
- and
- at least one computing device configured to:
- monitor a call between a caller and an agent at a contact center to identify whether one or more particular words or phrases was voiced by the caller or the agent,
- determine, based on the monitoring, that a first word or phrase of the one or more particular words or phrases was voiced by the caller or the agent,
- determine whether to generate an alert to forward to a supervisor in response to determining that the first word or phrase or was voiced,
- access the at memory to identify a supervisor associated with the agent, in response to determining to generate the alert, and
- generating and forwarding the alert, in response to determining to generate the alert, to the workstation associated with the first supervisor,
- wherein the workstation includes a display configured to simultaneously display information identifying multiple ones of the plurality of agents and corresponding visual indicators indicating problems associated with calls involving the multiple ones of the plurality of agents.
A method, comprising:
- receiving, at a contact center, a communication from a party;
- identifying an agent to handle the communication;
- forwarding the communication to the agent;
- monitoring communications between the party and the agent to identify whether one or more particular words or phrases was used by party or the agent;
- determining, based on the monitoring, that a first word or phrase of the one or more particular words or phrases was used by the party or the agent;
- identifying a rating of the agent;
- identifying a customer level associated with the customer;
- determining whether to forward an alert or message to a workstation associated with a supervisor in response to determining that the first word or phrase or was used, and at least two of:
- the rating of the agent is less than a threshold level, the customer level associated with the customer is above a threshold level, or the first word or phrase is associated with a potential cancelation of a service;
- and
- forwarding the alert or message to the workstation associated with the supervisor in response to determining to forward the alert or message.
Dependencies are inferred from the claim text.