Tag-based performance framework for contact center

Patent metadata

Field	Value
Publication number	US-9805320-B2
Application number	US-201414192843-A
Country	US
Kind code	B2
Filing date	Feb 27, 2014
Priority date	Feb 27, 2014
Publication date	Oct 31, 2017
Grant date	Oct 31, 2017

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.

First claim

What is claimed is:

1. 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.

2. The apparatus of claim 1 wherein the text is derived from a communication session between a client and the contact center resource, wherein the instructions further cause the processor to:
tag the communication session based on the identified keyword.

3. The apparatus of claim 1 wherein the text further includes text associated with a communication session between the contact center resource and a supervisor of the contact center.

4. The apparatus of claim 1 wherein the text is converted from an audio recording.

5. The apparatus of claim 1 wherein the contact center resource is a contact center agent, contact center product, or contact center service.

6. The apparatus of claim 1 , wherein the action is at least one of routing a call, routing a message, or generating statistics.

7. The apparatus of claim 1 , wherein the instructions further cause the processor to:
search to discover entities based on the identified keyword.

8. The apparatus of claim 1 , wherein the action includes inferring relationships between certain entities based on similarity evidenced through comparing associated keywords attributed to those entities.

9. The apparatus of claim 1 , wherein the action includes providing search engine functionality to discover problem interactions based on the keyword.

10. The apparatus of claim 1 , wherein the keyword reflects sentiment or mood of the client or the contact center resource.

11. The apparatus of claim 1 , wherein the action includes inferring an interaction topic based on historical record of frequency of use of the keywords relative to those topics.

12. The apparatus of claim 1 , further comprising:
maintain two different sets of tags for the client relative to two disparate client roles of interaction with the contact center.

13. 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.

14. The method of claim 13 , wherein the text is derived from a communication session between the client and the contact center resource, the method further comprising:
tagging the communication session based on the identified keyword.

15. The method of claim 13 , wherein the text further includes text associated with a communication session between the contact center resource and a supervisor of the contact center.

16. The method of claim 13 , wherein the text is converted from an audio recording.

17. The method of claim 13 , wherein the contact center resource is a contact center agent, contact center product, or contact center service.

18. The method of claim 13 , wherein the action is at least one of routing a call, routing a message, or generating statistics.

Assignees

• Pattabhiraman Ramesh V
• Ryabchun Andriy Vladimirovich
• Chauhan Geeta
• Eisner Josef Eric
• Genesys Telecommunications Laboratories Inc
• Alcatel Lucent Usa Inc

Inventors

• Pattabhiraman Ramesh V
• Ryabchun Andriy Vladimirovich
• Chauhan Geeta
• Eisner Josef Eric

Classifications

• G06Q10/10 Primary

  Office automation; Time management · CPC title

• G06Q10/06 Primary

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• G06Q10/063116

  Schedule adjustment for a person or group · CPC title