Dynamic display of real time speech analytics agent alert indications in a contact center
View Patent ↗A real-time speech analytics system (“RSTA system”) detects a speech condition during a call involving a contact center agent and a remote party. Upon detecting the speech condition, an alert message is provided to an alert reporting module (“ARM”), which is configured to access various data to form a RTSA alert. In one embodiment, the RTSA alert is a transient alert indication overlaid on an agent icon on a grid where the agent icon represents the agent and is displayed to a contact center supervisor. Information on the type and severity of the alert may be conveyed by text and non-text images, such as icons, colors, or symbols. A number representing a cumulative number of alert messages received for each agent may be indicated in an alert bubble overlaid on the agent icon. A viewer is able to request detailed alert data upon selecting the alert bubble.
1. A system for reporting a real-time speech analytics (“RTSA”) alert associated with a call between an agent and remote party, comprising:
a processor configured to:
receive an alert message generated by a real-time speech analytics (“RTSA”) system in response to detecting a keyword uttered by the agent while monitoring a call leg of the call, wherein the alert message further indicates a topic related to the keyword; and
generate a transient alert indication for display on a computer display in a contact center, wherein the transient alert indication is displayed in conjunction with an agent identifier, and the transient alert indication indicates both text associated with the topic and a cumulative number of transient alert indications reported during the call involving the agent.
2. The system of claim 1 , wherein the processor is further configured to:
generate the transient alert indication for display on the computer display wherein the transient alert indication uses a color based on the cumulative number of transient alert indications.
3. The system of claim 1 , wherein the processor is further configured to:
generate the transient alert indication indicating a time associated with detection of the keyword during the call.
4. The system of claim 1 , wherein the processor is further configured to:
generate the transient alert indication indicating that a notification has been provided to a designated person.
5. The system of claim 1 , wherein the processor is further configured to:
receive an indication from a user identifying the agent after generating the transient alert indication; and
provide information for display on the computer display regarding one or more transient alert indications reported during the call.
6. The system of claim 1 , wherein the transient alert indication indicates a score related to agent compliance based on the transient alert indication.
7. The system of claim 4 , wherein the transient alert indication indicates a score related to agent compliance based on the one or more transient alert indications reported during the call.
8. The system of claim 4 , wherein an image of the agent identifier comprises an icon representing the agent or a photo of the agent.
9. A non-transitory computer readable medium storing instructions that when executed by a processor, cause the processor to:
receive an alert message generated by a real-time speech analytics (“RTSA”) system in response to detecting a keyword uttered by an agent while monitoring a call leg of the call, wherein the alert message further indicates a topic related to the keyword; and
generate a transient alert indication for display on a computer display in a contact center, wherein the transient alert indication is displayed in conjunction with an agent identifier, and the transient alert indication indicates both text associated with the topic and a cumulative number of transient alert indications reported during the call involving the agent.
10. The non-transitory computer readable medium of claim 9 , wherein the instructions when executed by a processor further cause the processor to:
generate the transient alert indication for display on the computer display wherein the transient alert indication uses a color based on the cumulative number of transient alert indications.
11. The non-transitory computer readable medium of claim 9 , wherein the instructions when executed by a processor further cause the processor to:
generate the transient alert indication indicating a time associated with detection of the keyword during the call.
12. The non-transitory computer readable medium of claim 9 , wherein the instructions when executed by a processor further cause the processor to:
receive a request for further alert information from a user wherein the request identifies the agent and the request is received after generating the transient alert indication; and
provide the further alert information for display on the computer display regarding one or more transient alert indications reported during the call.
13. The non-transitory computer readable medium of claim 9 , wherein the instructions when executed by a processor further cause the processor to generate a score related to agent compliance based on one or more transient alert indications reported during the call.
14. The non-transitory computer readable medium of claim 9 , wherein the instructions when executed by a processor further cause the processor to display the transient alert indication over an image of the agent.
15. A method for reporting a real-time speech analytics (“RTSA”) alert associated with a call between an agent and remote party, comprising:
receiving an alert message at a processor generated by a real-time speech analytics (“RTSA”) system in response to detecting a keyword uttered by the agent while monitoring a call leg of the call, wherein the alert message further indicates a topic related to the keyword; and
generating a transient alert indication for display on a computer display in a contact center, wherein the transient alert indication is displayed in conjunction with an agent identifier, and the transient alert indication indicates both text associated with the topic and a cumulative number of transient alert indications reported during the call involving the agent.
16. The method of claim 15 , further comprising:
receiving a request from a user for further alert information wherein the request identifies the agent and the request is received after generating the transient alert indication; and
providing the further alert information for display on the computer display to the user in response to the request, the further alert information comprising a plurality of transient alert indications reported during the call.
17. The method of claim 16 , wherein the further alert information comprises a time stamp and a severity indicator.
18. The method of claim 16 , wherein each of the plurality of transient alert indications reported during the call comprises a score related to the topic reported by a corresponding transient alert indication.
19. The method of claim 16 , wherein the transient alert indication indicates a notification has been sent to a supervisor of the agent related to the topic.
20. The method of claim 16 , wherein the transient alert indication is displayed with one of a plurality of colors corresponding to the topic in the transient alert indication.