Silence density models

Patent metadata

Field	Value
Publication number	US-9602666-B2
Application number	US-201514682312-A
Country	US
Kind code	B2
Filing date	Apr 9, 2015
Priority date	Apr 9, 2015
Publication date	Mar 21, 2017
Grant date	Mar 21, 2017

Abstract

An event associated with a communication session between a first party and a second party is detected. The event is related to the communication session. For example, the event may be a phrase spoken in the communication session or a presentation of a call progression screen to a contact center agent. At this point, the communication session is analyzed for a period of non-communication that meets a defined threshold during a monitoring period associated with the event. If a period of non-communication is detected that is longer than the threshold during the monitoring period, the period of non-communication is flagged. The flagged period of non-communication can then be used to evaluate how a contact center agent is performing.

First claim

What is claimed is:

1. A system comprising:
a microprocessor; and
a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to execute:
an event detector that detects an event associated with an electronic communication session between a first party at a first communication endpoint and a second party at a second communication endpoint, wherein the detected event is a specific call progression screen being presented to a contact center agent; and
a communications analyzer that analyzes the electronic communication session for a period of non-communication that meets a defined threshold and flags the period of non-communication in response to analyzing the electronic communication session for the period of non-communication that meets the defined threshold.

2. The system of claim 1 , wherein the period of non-communication is one of:
a non-communication of the first party;
a non-communication of the second party;
a non-communication of both the first party and the second party for a period of time; or
a non-communication for at least one party of a group for a period of time.

3. The system of claim 1 , wherein the event further comprises at least one of:
detection of a word or phrase spoken by the first or second party in the electronic communication session;
a point in a script being followed by a contact center agent;
detection of the second party being placed on hold;
detection of music on hold;
detection of the first or second party muting their telephone;
detection of the electronic communication being transferred from the second party to a third party;
detection of the second party walking away from a video phone;
detection of the second party not moving their lips; or
a gesture detected in a video portion of the electronic communication session.

4. The system of claim 1 , wherein electronic communication session comprises at least a third party conferenced with the second party and wherein the period of non-communication is based on an individual one of the second party and the at least third party.

5. The system of claim 1 , wherein the threshold is defined based on a plurality of previous electronic communication sessions that include the event.

6. The system of claim 1 , wherein the defined threshold is a plurality of defined thresholds in a template for a call progression tree of an agent script that includes a plurality of events for branches in the call progression tree.

7. The system of claim 1 , wherein the second party is a non-human entity.

8. The system of claim 1 , wherein the period of non-communication comprises a non-voice sound.

9. The system of claim 1 , wherein the period of non-communication is used in a performance evaluation for a contact center agent.

10. A method comprising:
detecting, by a processor, an event associated with an electronic communication session between a first party at a first communication endpoint and a second party at a second communication endpoint, wherein detecting of the event is detection of a specific call progression screen being presented to a contact center agent;
analyzing, by the processor, the electronic communication session for a period of non-communication that meets a defined threshold; and
in response to analyzing the electronic communication session for the period of non-communication that meets the defined threshold, flagging, by the processor, the period of non-communication.

11. The method of claim 10 , wherein the period of non-communication is one of:
a non-communication of the first party;
a non-communication of the second party;
a non-communication of both the first party and the second party for a period of time; or
a non-communication for at least one party of a group for a period of time.

12. The method of claim 10 , wherein the event further comprises one of:
detection of a word or phrase spoken by the first or second party in the electronic communication session;
a point in a script being followed by a contact center agent;
detection of the second party being placed on hold;
detection of music on hold;
detection of the first or second party muting their telephone;
detection of the electronic communication being transferred from the second party to a third party;
detection of the second party walking away from a video phone;
detection of the second party not moving their lips; or
a gesture detected in a video portion of the electronic communication session.

13. The method of claim 10 , wherein electronic communication session comprises at least a third party conferenced with the second party and wherein the period of non-communication is based on an individual one of the second party and the at least third party.

14. The method of claim 10 , wherein the threshold is defined based on a plurality of previous electronic communication sessions that include the event.

15. The method of claim 10 , wherein the defined threshold is a plurality of defined thresholds in a template for a call progression tree of an agent script that includes a plurality of events for branches in the call progression tree.

16. The method of claim 10 , wherein the period of non-communication comprises a non-voice sound.

17. The method of claim 10 , wherein the period of non-communication is used in a performance evaluation for a contact center agent.

18. The method of claim 10 , wherein the event further comprises one of: detection of the second party walking away from a video phone or detection of the second party not moving their lips.

19. The method of claim 10 , wherein the event further comprises one of: detection of the second party being placed on hold or detection of music on hold.

20. The method of claim 10 , wherein the period of non-silence is based on a previous call history of non-communication during a time when the specific call progression screen is presented to the contact center agent.

Assignees

• Avaya Inc

Inventors

• Ponting Keith
• Holmes Wendy J
• Skiba David

Classifications

• H04M2203/402

  Agent or workforce management · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• H04M2201/41

  using speaker recognition · CPC title

• H04M2203/401

  Performance feedback · CPC title

• H04M2201/40

  using speech recognition · CPC title