System and method for automated assignment of monitoring in a contact center

Patent metadata

Field	Value
Publication number	US-9020134-B1
Application number	US-201314046452-A
Country	US
Kind code	B1
Filing date	Oct 4, 2013
Priority date	Oct 4, 2013
Publication date	Apr 28, 2015
Grant date	Apr 28, 2015

Abstract

A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.

First claim

What is claimed is:

1. A system for automated assignment of monitoring to supervisor resources in a communication system, comprising:
a metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions;
a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system; and
an assignment module configured to execute a matching algorithm, and to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on a match between the extracted metadata and the collected attributes.

2. The system of claim 1 , further comprising an interaction identification module configured to identify the plurality of customer-agent interactions.

3. The system of claim 1 , further comprising a resource availability module configured to determine availability of the plurality of supervisor resources.

4. The system of claim 1 , wherein the communication system comprises a contact center.

5. The system of claim 1 , wherein the attributes about each of the plurality of supervisor resources comprise at least one of a skill, a proficiency score, a rank, or an authority matrix.

6. The system of claim 1 , wherein the plurality of customer-agent interactions comprise at least one of a voice conversation between a customer and an agent, an instant message conversation between a customer and an agent, or a text message conversation between a customer and an agent.

7. The system of claim 1 , wherein the metadata comprises at least one of a skill requested, duration of the customer-agent interaction, a keyword, or an attribute about the customer engaged in the customer-agent interaction.

8. The system of claim 1 , wherein the metadata comprises a keyword and the metadata extraction module is configured to apply an analytic analysis of the customer-agent interaction to determine the keyword.

9. The system of claim 1 , wherein the assignment module is further configured to determine a match between one of the plurality of supervisor resources and one of the plurality of customer-agent interactions based on one or more strategy rules.

10. The system of claim 1 , wherein the assignment module is configured to cause the one of the plurality of supervisor resources to monitor the one of the plurality of customer-agent interactions.

11. The system of claim 1 , wherein the assignment module is configured to remove the one of the plurality of supervisor resources assigned to monitor the one of the plurality of customer-agent interaction from a listing of available supervisor resources.

12. A computer-implemented method for automated assignment of monitoring customer-agent interactions in a communication system, the method comprising:
extracting metadata related to each of a plurality of customer-agent interactions;
collecting attributes about each of a plurality of supervisor resources in the communication system;
executing a matching algorithm on the extracted metadata and the collected attributes; and
assigning one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on a match between the extracted metadata and the collected attributes.

13. The method of claim 12 , further comprising identifying the plurality of customer-agent interactions.

14. The method of claim 12 , further comprising determining the availability of the plurality of supervisor resources.

15. The method of claim 12 , wherein the communication system comprises a contact center.

16. The method of claim 12 , wherein the attributes about the plurality of supervisor resources comprise at least one of a skill, a proficiency score, a rank, or an authority matrix.

17. The method of claim 12 , wherein the plurality of customer-agent interactions comprise at least one of a voice conversation between a customer and an agent, an instant message conversation between a customer and an agent, or a text message conversation between a customer and an agent.

18. The method of claim 12 , wherein the metadata comprises at least one of a skill requested, duration of the customer-agent interaction, a keyword, or an attribute about the customer engaged in the customer-agent interaction.

19. The method of claim 12 , wherein executing the matching algorithm on the extracted metadata and the collected attributes further comprising determining a match between one of the plurality of supervisor resources and one of the plurality of customer-agent interactions based on one or more strategy rules.

20. A non-transitory computer readable medium storing computer readable instructions when executed by a processor perform a method comprising:
extracting metadata related to each of a plurality of customer-agent interactions;
collecting attributes about each of a plurality of supervisor resources in the communication system;
executing a matching algorithm on the extracted metadata and the collected attributes; and
assigning one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on a match between the extracted metadata and the collected attributes.

Assignees

• Avaya Inc
• Avaya Inc

Inventors

• Mccormack Tony
• Hynes Fintan
• D Arcy Paul

Classifications

• G06Q10/06398

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

• G06Q10/0631

  Resource planning, allocation, distributing or scheduling for enterprises or organisations · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• H04M2203/402

  Agent or workforce management · CPC title