Tag-based performance framework for contact center
AssigneesGenesys Telecommunications Laboratories, Inc., Alcatel-Lucent USA Inc.
InventorsRamesh V. Pattabhiraman, Andriy Vladimirovich Ryabchun, Geeta Chauhan, Josef Eric Eisner
Life of this patent
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Abstract
An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.
Claims18
An apparatus comprising:
- a processor;
- and
- a memory, the memory storing instructions that when executed by the processor cause the processor to:
- identify a keyword from machine-readable text during a session with a client at a contact center, wherein the keyword reflects a skill possessed by the contact center resource;
- identify a contact center resource based on the identified keyword;
- update a first group of keywords associated with the contact center resource based on the identified keyword;
- invoke an action based on analysis of the keyword associated with the client or the contact center resource;
- monitor the action and report results in response;
- and
- update a second group of keywords according to analysis of the results, wherein the second group of keywords is associated with a second contact center resource.
A method comprising:
- identifying, by a processor, a keyword from machine-readable text during a session with a client at a contact center;
- identifying, by the processor, a contact center resource based on the identified keyword;
- updating, by the processor, a first group of keywords associated with the contact center resource based on the identified keyword;
- invoking, by the processor, an action based on analysis of the keyword associated with the contact center resource;
- monitoring, by the processor, the action and reporting results in response;
- updating, by the processor, a second group of keywords according to analysis of the results, wherein the second group of keywords is associated with a second contact center resource;
- and
- maintaining two different sets of tags for the client relative to two disparate client roles of interaction with the contact center.
Dependencies are inferred from the claim text.