Methods of monitoring communications sessions in a contact centre
View Patent ↗A method of monitoring a communications session between an agent of a contact centre and a user of that contact centre involves analysing data from the session to locate a pattern of data indicative of a situation requiring intervention in the communications session, such as a prolonged silence, shouting, or one or more words and phrases from a stored list. The analysis can also look for a pattern of data indicative of a situation in which the agent might benefit from additional information available to the contact centre (such as a help facility or access to information regarding the user). On recognising such a pattern of data, an alert is issued to a system of the contact centre, in order to notify a human supervisor or an automated system to intervene in the communications session or to provide the agent with additional information.
1. A method of monitoring a voice communications session between an agent of a contact centre and a user of said contact centre comprising the steps of:
a) receiving voice data from said communications session,
b) analysing said voice data to locate a pattern of data indicative of a situation arising in the communications session for which an alert has been prescribed, said pattern of data corresponding to one or more predefined words or phrases, and
c) on recognising said pattern of data, issuing an alert which is effective to provide said agent with information which is available to a system of the contact centre and which appears relevant to the one or more predefined words or phrases located in the received voice data exchanged in the communications session.
2. A method as claimed in claim 1 , wherein said alert is effective to notify a human supervisor or an automated system to effect an intervention in said communications session.
3. A method as claimed in claim 1 , wherein said communications session is a real-time communications session and said step of analysing said data is performed in real time as the communications session progresses, whereby said alert can issue in real time to affect the communications session in the event of said pattern being detected.
4. A method as claimed in claim 3 , wherein said communications session is one of a voice telephony call, and a video call.
5. A method as claimed in claim 4 wherein said step of analysing data comprises recognising words or phrases in speech data and comparing said recognised words or phrases with one or more stored lists, whereby said pattern is a match between a spoken word or phrase and an entry in said one or more stored lists.
6. A method as claimed in claim 1 , wherein said step of receiving data from said communications session comprises initiating a conference between the user and the agent and an automated data analysis system which receives communications session data from one or both of the user and agent.
7. A method as claimed in claim 1 , wherein said step of issuing an alert further comprises issuing an alert to a supervisor workstation system of the contact centre effective to cause a supervisor at a workstation to be provided with an audible or visible alert.
8. A method as claimed in claim 6 , wherein said audible or visible alert includes a visible flag to be provided against said communications session on a display of the workstation which provides details of communications session under the supervision of said supervisor.
9. A method as claimed in claim 6 , wherein said visible flag is selected from a series of flags each indicating a different condition.
10. A method as claimed in claim 1 , wherein said step of issuing an alert further comprises issuing an alert to a contact centre management system effective to cause said contact centre management system to remove said agent from said communications session.
11. A method as claimed in claim 1 , wherein said step of issuing an alert further comprises issuing an alert to a contact centre management system, effective to cause said contact centre management system to conference in a human supervisor to said communications session.
12. A method as claimed in claim 1 , wherein said step of issuing an alert further comprises issuing an alert to a contact centre management system, effective to cause said contact centre management system to record the communications session.
13. A method as claimed in claim 1 , wherein said step of analysing said data includes calculating a probability that a pattern match has been accurately detected.
14. A computer program product comprising instructions in machine readable form which, when executed on a computer which is in receipt of data from a voice communications session between an agent of a contact centre and a user of said contact centre, are effective to cause the computer to:
a) analyse received voice data from said communications session to locate a pattern of data indicative of a situation arising in the communications session for which an alert has been prescribed, said pattern of data corresponding to one or more predefined words or phrases, and
b) on recognising said pattern of data, issue an alert which is effective to provide said agent with information which is available to a system of the contact centre and which appears relevant to the one or more predefined words or phrases located in the received voice data exchanged in the communications session.
15. A communications session monitoring system for monitoring a voice communications session between an agent of a contact centre and a user of said contact centre, the system comprising:
a) an input for receiving voice data from said communications session,
b) a data pattern store for storing one or more patterns of data indicative of a situation arising in the communications session for which an alert has been prescribed said patterns of data corresponding to one or more predefined words or phrases,
c) an data analysis engine for analysing said data to locate at least one of said one or more patterns of data, and
d) an alert generator for issuing an alert which is effective to provide said agent with information which is available to a system of the contact centre and which appears relevant to the one or more predefined words or phrases located in the received voice data exchanged in the communications session.
16. A contact centre comprising a communications session manager for managing a communications session between an agent of a contact centre and a user of said contact centre, and a system for monitoring said communications session, the monitoring system comprising:
a) an input for receiving data from said communications session,
b) a data pattern store for storing one or more patterns of data indicative of a situation arising in the communications session for which an alert has been prescribed, said pattern(s) of data corresponding to one or more predefined words or phrases,
c) an data analysis engine for analysing said data to locate at least one of said one or more patterns of data, and
d) an alert generator for issuing an alert which is effective to provide said agent with information which is available to the contact centre management system and which appears relevant to the one or more predefined words or phrases located in the received voice data exchanged in the communications session.
17. A contact centre as claimed in claim 16 , wherein said intervention comprises adding to the communications session a supervisor of the contact centre.