System and method for optimizing agent time
A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.
1. A method, comprising:
monitoring, by a transferring device of a contact center, a communication session between an agent device used by an agent of the contact center and a user device used by a user, the communication session including first communications from the agent and second communications from the user, the communications session having been initiated by an automated system with the user device and then transferred to the agent device with a transcript of communications between the automated system and the user device prior to being transferred;
determining, by the transferring device, response parameters for the communication session, wherein the response parameters indicate a confidence that the transferring device has in suggested communications generated by the automated system for the communication session;
determining, by the transferring device, when the communication session is to be transferred from the agent device to the automated system of the contact center based on the response parameters, the automated system configured to handle the communication session by generating third communications responsive to the second communications; and
upon determining the communication session is to be transferred, generating, by the transferring device, a control signal configured to automatically transfer the communications session from the agent device to the automated system without intervention of the agent.
2. The method of claim 1 , wherein the response parameters include a workload of the contact center and wherein the automatic transfer is performed when the workload is determined to be above a predetermined workload threshold and the confidence satisfies a criterion.
3. The method of claim 1 , wherein the response parameters include a load factor of the agent and wherein the automatic transfer is performed when the load factor of the first agent is above a predetermined load factor threshold and the confidence satisfies a criterion.
4. The method of claim 1 , wherein the response parameters include a response time of providing the first communications by the agent and wherein the automatic transfer is performed when the response time is above a predetermined time threshold and the confidence satisfies a criterion.
5. The method of claim 1 , wherein the automated system is configured to provide the suggested communications to the agent device.
6. The method of claim 5 , wherein the confidence is represented by a confidence value associated with the suggested communications and wherein the automatic transfer is performed when the suggested communications are determined to have a corresponding confidence value above a predetermined confidence threshold.
7. The method of claim 5 , wherein the automatic transfer is performed when the confidence is indicative of the suggested communications substantially corresponding to the first communications.
8. The method of claim 1 , wherein the method further comprises:
determining, by the transferring device, that the communication session is to be transferred from the automated system to the agent device when at least one criteria is satisfied.
9. The method of claim 8 , wherein the at least one criteria includes the third communications having a corresponding confidence value that drops below a predetermined confidence threshold, a response time to provide the third communications falls above a predetermined time threshold, and a communication session has a complexity outside a capability of the automated system.
10. The method of claim 1 , wherein the control signal is transmitted from the transferring device to the agent device.
11. A transferring device, comprising:
a transceiver configured to establish a connection to a contact center network of a contact center, the contact center network establishing a further connection for a user device used by a user and an agent device used by an agent of the contact center; and
a processor configured to monitor a communication session between the agent device and the user device, the communication session including first communications from the agent and second communications from the user, the communications session having been initiated by an automated system with the user device and then transferred to the agent device with a transcript of communications between the automated system and the user device prior to being transferred, the processor configured to determine response parameters for the communication session, wherein the response parameters indicate a confidence that the transferring device has in suggested communications generated by the automated system for the communication session, the processor configured to determine when the communication session is to be transferred from the agent device to the automated system of the contact center based on the response parameters, the automated system configured to handle the communication session by generating third communications responsive to the second communications, the processor configured to generate a control signal configured to automatically transfer the session from the agent device to the automated system without intervention of the agent.
12. The transferring device of claim 11 , wherein the response parameters include a workload of the contact center and wherein the automatic transfer is performed when the workload is determined to be above a predetermined workload threshold and the confidence satisfies a criterion.
13. The transferring device of claim 11 , wherein the response parameters include a load factor of the agent and wherein the automatic transfer is performed when the load factor of the first agent is above a predetermined load factor threshold and the confidence satisfies a criterion.
14. The transferring device of claim 11 , wherein the response parameters include a response time of providing the first responses by the agent and wherein the automatic transfer is performed when the response time is above a predetermined time threshold and the confidence satisfies a criterion.
15. The transferring device of claim 11 , wherein the automated system is configured to provide the suggested communications to the agent device.
16. The transferring device of claim 15 , wherein the confidence is represented by a confidence value associated with the suggested communications and wherein the automatic transfer is performed when the suggested communications are determined to have a corresponding confidence value above a predetermined confidence threshold.
17. The transferring device of claim 15 , wherein the automatic transfer is performed when the confidence is indicative of the suggested communications substantially corresponding to the first communications.
18. The transferring device of claim 11 , wherein the processor is further configured to determine that the communication session is to be transferred from the automated system to the agent device when at least one criteria is satisfied.
19. The transferring device of claim 18 , wherein the at least one criteria includes the third communications having a corresponding confidence value that drops below a predetermined confidence threshold, a response time to provide the third communications falls above a predetermined time threshold, and a communication session has a complexity outside a capability of the automated system.
20. A system, comprising:
a user device used by a user;
an agent device used by an agent of a contact center;
a transferring device of the contact center, the transferring device configured to determine response parameters for a communication session between the user device and the agent device, wherein the response parameters indicate a confidence that the transferring device has in suggested communications generated by an automated system for the communication session, the transferring device configured to determine when the communication session is to be transferred to the automated system of the contact center based on the response parameters, the communication session including first communications from the agent and second communications from the user, the communications session having been initiated between the automated system and the user device and then transferred to the agent device with a transcript of communications between the automated system and the user device prior to being transferred, the automated system configured to handle the session by generating third communications responsive to the second communications, the transferring device configured to generate a control signal configured to automatically transfer the communication session from the agent device to the automated system without intervention of the agent.