Systems and methods for workforce optimization and analytics
View Patent ↗Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.
1. An integrated contact center comprising:
at least one computing device;
a content recorder configured to record content of a plurality of customer-agent interactions through a network;
an analytics component of the at least one computing device configured to perform speech analysis using:
an unstructured data analysis to extract context and identification of words/phrases;
a conversion of audio of the customer-agent interactions to a phonetic representation to tag the customer-agent interactions;
a plurality of patterns of at least a portion of the customer-agent interactions to determine patterns that match the customer-agent interactions, wherein each pattern has a weight and an associated bucket from a plurality of buckets; and
a classification of the analyzed interactions into one of the plurality of buckets by matching the analyzed interactions with a predetermined number of patterns in the one of the plurality of buckets, and wherein it is determined if a sum of the weights of the predetermined number patterns associated with the one of the plurality of buckets that match the customer-agent interactions exceed a threshold for that bucket, the threshold being associated with an intent of a customer associated with the customer-agent interactions, and producing an evaluation based on the classification;
a quality monitor of the at least one computing device configured to determine a quality score for one of the interactions, based at least in part on the evaluation produced by the analytics component;
a learning component of the at least one computing device to deliver a targeted learning session to an agent through the network based at least in part on the quality score or the evaluation, wherein the lesson includes a lesson completion date; and
an adherence component that determines if a lesson has been completed by the lesson completion date, and if not, notes an exception to adherence for the agent.
2. The integrated contact center of claim 1 , wherein the analytics component is further configured to determine, based on the classification, whether one of a plurality of predefined activities occurred within the interaction.
3. The integrated contact center of claim 1 , wherein the analytics component is further configured to classify calls into one of a plurality of call patterns based on content.