Systems and methods for interaction evaluation

Patent metadata

Field	Value
Publication number	US-2021294984-A1
Application number	US-202117341749-A
Country	US
Kind code	A1
Filing date	Jun 8, 2021
Priority date	Mar 29, 2019
Publication date	Sep 23, 2021
Grant date	—

Abstract

A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.

First claim

What is claimed is:

1 . A method for evaluating interactions, the method, comprising, using a computer processor:
selecting, based on searching over a set of interactions, an interaction, the interaction involving an agent; sending the selected interaction where the agent was involved and a computerized evaluation form to said agent and an evaluator, substantially simultaneously; using an evaluation module, displaying to each of the evaluator and agent a set of screens defined by the computerized evaluation form, each screen including an evaluation question; accepting from the agent an evaluation of the interaction where the agent was involved comprising for each evaluation question, an agent answer having associated with the agent's answer a rating; summing an agent rating from ratings associated with the agent answers provided by the agent; summing an evaluator rating from ratings associated with evaluator answers provided by the evaluator; and calculating a variance from the agent rating and evaluator rating, displaying, at the same time: the evaluation question; the agent answer associated with the evaluation question; the evaluator answer associated with the evaluation question; and the variance.

2 . The method of claim 1 , comprising:
accepting a time interval definition, defining how often to select the interaction; and accepting a selection parameter definition, defining parameters for which interactions to select when selecting the interaction; wherein the distribution definition comprises the time interval definition and the selection parameter definition.

3 . The method of claim 1 , comprising accepting from the evaluator, for each evaluation question, the corresponding evaluator answer having associated with the answer a rating.

4 . The method of claim 1 , comprising accepting a submission indicating that the evaluator has completed the computerized evaluation form and accepting a submission indicating that the agent has completed the computerized evaluation form.

5 . The method of claim 1 , wherein each answer associated with one of the evaluation questions has associated with the answer a predefined rating.

6 . The method of claim 1 , comprising:
receiving:
a set of evaluation questions;
for each evaluation question, an answer; and
for each answer, a rating; and
creating the computerized evaluation form using the received evaluation questions, received answers, and received ratings.

7 . The method of claim 1 , wherein the variance is:

(



evaluator_score
-
Mean



+



agent_score
-
Mean



)

*
100

(

2
*

Max
⁢
Score

)

wherein evaluator score is the sum of the ratings associated with the evaluator answers received from the evaluator;
agent_score is the sum of the ratings associated with the agent answers received from the agent;
Mean=(evaluator_score+agent_score)/2; and
MaxScore=the sum over each of the evaluation questions of the highest score or rating associated with answers for that question.

8 . A system for evaluating interactions, comprising:
a memory and; one or more processors configured to: select, based on searching over a set of interactions, an interaction, the interaction involving an agent; send the selected interaction where the agent was involved and a computerized evaluation form to said agent and an evaluator, substantially simultaneously; use an evaluation module, displaying to each of the evaluator and agent a set of screens defined by the computerized evaluation form, each screen including an evaluation question; accept from the agent an evaluation of the interaction where the agent was involved comprising for each evaluation question, an agent answer having associated with the agent's answer a rating; sum an agent rating from ratings associated with the agent answers provided by the agent; sum an evaluator rating from ratings associated with evaluator answers provided by the evaluator; calculate a variance from the agent rating and evaluator rating, displaying, at the same time: the evaluation question; the agent answer associated with the evaluation question; the evaluator answer associated with the evaluation question; and the variance; and display, at the same time: the evaluation question; the agent answer associated with the evaluation question; the evaluator answer associated with the evaluation question; and the variance.

9 . The system of claim 8 , wherein the one or more processors are configured to:
accept a time interval definition, defining how often to select the interaction; and accept a selection parameter definition, defining parameters for which interactions to select when selecting the interaction; wherein the distribution definition comprises the time interval definition and the selection parameter definition.

10 . The system of claim 8 , wherein the one or more processors are configured to accept from the evaluator, for each evaluation question, the associated evaluator answer having associated with the answer a rating.

11 . The system of claim 8 , wherein the one or more processors are configured to accept a submission indicating that the evaluator has completed the computerized evaluation form and accept a submission indicating that the agent has completed the computerized evaluation form.

12 . The system of claim 8 , wherein each answer associated with one of the evaluation questions has associated with the answer a predefined rating.

13 . The system of claim 8 , wherein the one or more processors are configured to:
receive:
a set of evaluation questions;
for each evaluation question, an answer; and
for each answer, a rating; and
create the computerized evaluation form using the received evaluation questions, received answers, and received ratings.

14 . The system of claim 8 , wherein the variance is:

(



evaluator_score
-
Mean



+



agent_score
-
Mean



)

*
100

(

2

Assignees

• Nice Ltd

Inventors

• Mokashi Abhijit
• Cohen Amram Amir

Classifications

• G06F40/30 Primary

  Semantic analysis · CPC title

• G06Q10/06398 Primary

  Performance of employee with respect to a job function · CPC title

• G06Q30/0201 Primary

  Market modelling; Market analysis; Collecting market data · CPC title

• G06Q30/016

  After-sales · CPC title