Granted Patent B1

US 9,112,974 · App. 14/621,999 · Granted Aug 18, 2015

Abstract

Claims (50)

1. A system for displaying a checkpoint widget to an agent in a contact center on a computer display, the checkpoint widget indicating a respective status associated with a checkpoint during a voice call processed by a call handler in the contact center, the system comprising:

a workstation used by the agent, the workstation comprising the computer display viewed by the agent, wherein the workstation is configured to display the checkpoint widget to the agent during the voice call, wherein the checkpoint widget represents a plurality of checkpoints and displays a plurality of checkpoint status indicators including a particular checkpoint status indicator reflecting that a keyword spoken by the agent has not been detected;

a real-time speech analytics component (“RTSA component”) configured to monitor speech from at least one of the agent and a remote party on the voice call, wherein the RTSA component is configured to generate an event message reporting detection of the keyword spoken by the agent during the voice call; and

a checkpoint reporting module comprising a processor configured to:

receive the event message from the RTSA component;

ascertain that the event message is associated with a particular checkpoint; and

cause the particular checkpoint status indicator associated with the particular checkpoint to be modified on the checkpoint widget displayed on the computer display.

2. The system of claim 1 , wherein the checkpoint widget visually depicts:

a time-line representing passage of time during the call;

the plurality of checkpoint status indicators overlaid on the time-line; and

a plurality of corresponding checkpoint indicator texts, wherein each corresponding checkpoint indicator text is associated with one of the plurality of checkpoint status indicators.

3. The system of claim 1 , wherein the checkpoint reporting module is configured to modify the particular checkpoint status indicator of the checkpoint widget by one of:

modifying at least one of a color, a shading, a font, and a line-thickness associated with the particular checkpoint status indicator, and

displaying at least one of a symbol and an icon in proximity with the particular checkpoint status indicator.

4. The system of claim 1 , wherein the workstation is further configured to display on the computer display account information associated with the remote party on the voice call.

5. The system of claim 1 , wherein the checkpoint reporting module is further configured to generate a report in response to detecting an absence of a specific checkpoint during the voice call.

6. The system of claim 1 , wherein the call handler comprises the checkpoint reporting module, and the call handler establishes a first call leg to the RTSA component, a second call leg to the workstation, and a third call leg to the remote party.

7. The system of claim 1 , wherein the checkpoint reporting module ascertains the event message is associated with the particular checkpoint by retrieving a checkpoint mapping data structure and using the checkpoint mapping structure to ascertain the event message is associated with the particular checkpoint.

8. The system of claim 1 , wherein the checkpoint widget is also displayed on another workstation used by a supervisor during the voice call.

9. The system of claim 1 , wherein the processor is configured to modify the particular checkpoint status indicator in response to receiving a subsequent event message associated with a second particular checkpoint during the call.

10. A non-transitory computer readable medium storing instructions that when executed by a processor in a call handler system cause the processor to:

receive an event message from a real-time speech analytics system, wherein the event message is associated with a voice call conducted between an agent in a contact center and a remote party, and the event message reports detection of a keyword spoken by the agent;

determine that the event message correlates with a particular checkpoint associated with the voice call; and

send a message to a workstation comprising a computer display used by the agent, wherein the message modifies a particular checkpoint status indicator associated with the particular checkpoint on a checkpoint widget displayed to the agent on the computer display, wherein the particular checkpoint status indicator initially reflects the non-occurrence of the keyword spoken by the agent, thereby causing the particular checkpoint status indicator to reflect detection of the keyword by the real-time speech analytics system.

11. The non-transitory computer readable medium of claim 10 , further comprising instructions that when executed cause the processor to:

modify at least one of a color, a font, a shading, and a line-thickness of the particular checkpoint status indicator to reflect detection of the keyword during the voice call.

12. The non-transitory computer readable medium of claim 10 , further comprising instructions that when executed cause the processor to:

cause the checkpoint widget to be displayed by another workstation used by a supervisor during the voice call.

13. The non-transitory computer readable medium of claim 12 , further comprising instructions that when executed cause the processor to:

modify the particular checkpoint status indicator in response to receiving a subsequent event message associated with a second particular checkpoint during the call.

14. The non-transitory computer readable medium of claim 10 , further comprising instructions that when executed cause the processor to:

receive a corresponding text for the particular checkpoint from a user prior to the call handler system processing the call; and

store an association for the particular checkpoint and the corresponding text, wherein the corresponding text is displayed on the checkpoint widget.

15. The non-transitory computer readable medium of claim 10 , further comprising instructions that when executed cause the processor to:

cause the workstation to display the checkpoint widget in an initial display state to the agent on the computer display at a beginning of the voice call.

16. A method for displaying a checkpoint widget on a workstation used by an agent in a contact center, wherein the checkpoint widget comprises a plurality of checkpoint status indicators, each of the plurality of checkpoint status indicators reflecting whether a corresponding keyword was detected on a voice call involving the agent and a remote party, the method comprising:

establishing the voice call involving a plurality of call legs, with a first call leg between the remote party and a call handler, a second call leg between the call handler and a real-time speech analytics system (“RTSA system”), and a third call leg between the call handler and a telephone device used by the agent;

monitoring the speech of the agent on the second call leg by the RTSA system;

generating an event message by the RTSA system in response to detecting a keyword on the voice call spoken by the agent;

receiving the event message at the call handler;

determining that the event message reflects detection of the keyword associated with a particular checkpoint of the voice call; and

modifying a particular checkpoint status indicator on the checkpoint widget, wherein the particular checkpoint status indicator initially reflects the non-occurrence of the keyword, to reflect detection of the keyword during the voice call.

17. The method of claim 16 , wherein the plurality of checkpoint status indicators are linearly arranged to reflect an ordered sequence of the plurality of checkpoints for the voice call.

18. The method of claim 16 , wherein the checkpoint widget is of a format selected by a user from among several checkpoint widget formats available for use in a calling campaign.

19. The method of claim 16 , wherein each checkpoint status indicator is associated with a unique checkpoint indicator text displayed to the agent.

20. The method of claim 16 , wherein modifying the particular checkpoint status indicator comprises at least one of:

modifying a line thickness of the particular checkpoint status indicator;

modifying a font of the particular checkpoint status indicator;

changing a color or a shading of the particular checkpoint status indicator; and

displaying an icon, a character, or a mark for the particular checkpoint status indicator.

Assignments (13)