Granted Patent B1

US 10,171,663 · App. 15/897,800 · Granted Jan 1, 2019

Abstract

Claims (83)

1. A method for establishing a target handle time for a communication routed to an agent in a contact center comprising:

monitoring the communication by an analytics component to identify an occurrence of a keyword in the communication;

identifying a reason for the communication based on the keyword in response to identifying the occurrence of the keyword in the communication;

in response to identifying the reason for the communication:

setting the target handle time for the communication based on the reason identified for the communication; and

displaying a visual representation of the target handle time on a graphical user interface (GUI) displayed on a workstation being used by the agent, the visual representation comprising a component decrementing with a passage of time; and

upon a disposition code being entered by the agent on the workstation for the communication:

confirming by a computer processor the disposition code entered by the agent matches the reason identified for the communication; and

in response to the disposition code matching the reason identified for the communication:

recording the target handle time for the communication in memory; and

in response to the disposition code not matching the reason identified for the communication:

setting a revised target handle time for the communication based on the disposition code; and

recording the revised target handle time for the communication in the memory.

2. The method of claim 1 , wherein the computer processor resides in the workstation being used by the agent.

3. The method of claim 1 further comprising initially displaying the component of the visual representation of the target handle time on the GUI as a default target handle time decrementing with the passage of time, wherein displaying the visual representation of the target handle time on the GUI in response to identifying the reason for the communication comprises revising the component of the visual representation to display the target handle time minus a decrement of the default target handle time decrementing with the passage of time.

4. The method of claim 1 further comprising:

determining an actual handle time for the communication, the actual handle time representing the actual amount of time elapsed while the agent interacted with a party on the communication to address the reason identified for the communication;

determining a difference between the actual handle time and at least one of the target handle time and the revised target handle time; and

tagging the communication by the computer processor in the memory in response to the difference being greater than a threshold.

5. The method of claim 4 , wherein the communication is tagged as non-conformant with a high actual handle time if the actual handle time is greater than at least one of the target handle time and the revised target handle time and the communication is tagged as non-conformant with a low actual handle time if the actual handle time is less than at least one of the target handle time and the revised target handle time.

6. The method of claim 1 further comprising:

determining an actual handle time for the communication, the actual handle time representing the actual amount of time elapsed while the agent interacted with a party on the communication to address the reason identified for the communication;

determining a difference between the actual handle time and at least one of the target handle time and the revised target handle time; and

upon the different being greater than a threshold:

updating a first performance statistic by the computer processor in the memory to reflect the actual handle time is too high for the communication if the actual handle time is greater than at least one of the target handle time and the revised target handle time; and

updating a second performance statistic by the computer processor in the memory to reflect the actual handle time is too low for the communication if the actual handle time is less than at least one of the target handle time and the revised target handle time.

7. The method of claim 6 further comprising routing a second communication to the agent by a communications handler based on at least one of the first performance statistic and the second performance statistic.

8. The method of claim 1 , wherein the component of the visual representation of the target handle time is initially displayed on the GUI using a first color, is displayed on the GUI using a second color in response to the component of the visual representation decrementing below a first threshold value, and is displayed on the GUI using a third color in response to the component of the visual representation decrementing below a second threshold value.

9. A non-transitory, computer-readable medium comprising computer-executable instructions for establishing a target handle time for a communication routed to an agent in a contact center, that when executed, cause at least one computer processor to:

in response to identifying a reason for the communication based on a keyword detected in the communication by an analytics component:

set the target handle time for the communication based on the reason identified for the communication; and

display a visual representation of the target handle time on a graphical user interface (GUI) displayed on a workstation being used by the agent, the visual representation comprising a component decrementing with a passage of time; and

upon a disposition code being entered by the agent on the workstation for the communication:

confirm the disposition code entered by the agent matches the reason identified for the communication; and

in response to the disposition code matching the reason identified for the communication:

record the target handle time for the communication in memory; and

in response to the disposition code not matching the reason identified for the communication;

set a revised target handle time for the communication based on the disposition code; and

record the revised target handle time for the communication in the memory.

10. The non-transitory, computer-readable medium of claim 9 , wherein the at least one computer processor resides in the workstation being used by the agent.

11. The non-transitory, computer-readable medium of claim 9 , wherein the computer-executable instructions cause the at least one computer processor to initially display the component of the visual representation of the target handle time on the GUI as a default target handle time decrementing with the passage of time, and cause the at least one computer processor to display the visual representation of the target handle time on the GUI in response to identifying the reason for the communication by revising the component of the visual representation to display the target handle time minus a decrement of the default target handle time decrementing with the passage of time.

12. The non-transitory, computer-readable medium of claim 9 , wherein the computer-executable instructions cause the at least one computer processor to:

determine an actual handle time for the communication, the actual handle time representing the actual amount of time elapsed while the agent interacted with a party on the communication to address the reason identified for the communication;

determine a difference between the actual handle time and at least one of the target handle time and the revised target handle time; and

tag the communication in the memory in response to the difference being greater than a threshold.

13. The non-transitory, computer-readable medium of claim 12 , wherein the communication is tagged as non-conformant with a high actual handle time if the actual handle time is greater than at least one of the target handle time and the revised target handle time and the communication is tagged as non-conformant with a low actual handle time if the actual handle time is less than at least one of the target handle time and the revised target handle time.

14. The non-transitory, computer-readable medium of claim 9 , wherein the computer-executable instructions cause the at least one computer processor to:

determine an actual handle time for the communication, the actual handle time representing the actual amount of time elapsed while the agent interacted with a party on the communication to address the reason identified for the communication;

determine a difference between the actual handle time and at least one of the target handle time and the revised target handle time; and

upon the different being greater than a threshold:

update a first performance statistic in the memory to reflect the actual handle time is too high if the actual handle time is greater than at least one of the target handle time and the revised target handle time; and

update a second performance statistic in the memory to reflect the actual handle time is too low if the actual handle time is less than at least one of the target handle time and the revised target handle time.

15. The non-transitory, computer-readable medium of claim 14 , wherein a second communication is routed to the agent based on at least one of the first performance statistic and the second performance statistic.

16. The non-transitory, computer-readable medium of claim 9 , wherein the component of the visual representation of the target handle time is initially displayed on the GUI using a first color, is displayed on the GUI using a second color in response to the component of the visual representation decrementing below a first threshold value, and is displayed on the GUI using a third color in response to the component of the visual representation decrementing below a second threshold value.

17. A system for establishing a target handle time for a communication routed to an agent in a contact center, the system comprising:

An analytics component configured to monitor the communication to detect a keyword in the communication; and

at least one computer processor configured to:

identify a reason for the communication based on the keyword; and

in response to identifying the reason for the communication:

set the target handle time for the communication based on the reason identified for the communication; and

display a visual representation of the target handle time on a graphical user interface (GUI) displayed on a workstation being used by the agent, the visual representation comprising a component decrementing with a passage of time; and

upon a disposition code being entered by the agent on the workstation for the communication:

confirm the disposition code entered by the agent on the workstation for the communication matches the reason identified for the communication;

in response to the disposition code matching the reason identified for the communication:

record the target handle time for the communication in memory; and

in response to the disposition code not matching the reason identified for the communication;

set a revised target handle time for the communication based on the disposition code; and

record the revised target handle time for the communication in the memory.

18. The system of claim 17 , wherein the at least one computer processor resides in the workstation being used by the agent.

19. The system of claim 17 , wherein the at least one computer processor is configured to initially display the component of the visual representation of the target handle time on the GUI as a default target handle time decrementing with the passage of time, and to display the visual representation of the target handle time on the GUI in response to identifying the reason for the communication by revising the component of the visual representation to display the target handle time minus a decrement of the default target handle time decrementing with the passage of time.

20. The system of claim 17 , wherein the at least one computer processor is configured to:

determine an actual handle time for the communication, the actual handle time representing the actual amount of time elapsed while the agent interacted with a party on the communication to address the reason identified for the communication;

determine a difference between the actual handle time and at least one of the target handle time and the revised target handle time; and

tag the communication in the memory in response to the difference being greater than a threshold.

21. The system of claim 20 , wherein the communication is tagged as non-conformant with a high actual handle time if the actual handle time is greater than at least one of the target handle time and the revised target handle time and the communication is tagged as non-conformant with a low actual handle time if the actual handle time is less than at least one of the target handle time and the revised target handle time.

22. The system of claim 17 , wherein the at least one computer processor is configured to:

determine an actual handle time for the communication, the actual handle time representing the actual amount of time elapsed while the agent interacted with a party on the communication to address the reason identified for the communication;

determine a difference between the actual handle time and at least one of the target handle time and the revised target handle time; and

upon the different being greater than a threshold:

update a first performance statistic in the memory to reflect the actual handle time is too high if the actual handle time is greater than at least one of the target handle time and the revised target handle time; and

update a second performance statistic in the memory to reflect the actual handle time is too low if the actual handle time is less than at least one of the target handle time and the revised target handle time.

23. The system of claim 22 further comprising a communications handler configured to route a second communication to the agent based on at least one of the first performance statistic and the second performance statistic.

24. The system of claim 17 , wherein the component of the visual representation of the target handle time is initially displayed on the GUI using a first color, is displayed on the GUI using a second color in response to the component of the visual representation decrementing below a first threshold value, and is displayed on the GUI using a third color in response to the component of the visual representation decrementing below a second threshold value.

Assignments (13)