Systems and methods for analyzing contact center interactions
View Patent ↗Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a contact center agent and a customer; and assessing quality of the interaction based, at least in part, on information corresponding to at least one of: a history of the customer; and an event corresponding to the customer and occurring subsequent to the interaction.
1. A method for analyzing contact center interactions comprising:
determining review-candidate criteria used for designating which interaction among multiple interactions is to be reviewed;
determining review-execution criteria used for determining when an interaction, which is designated for review, can be reviewed;
responsive to identifying an interaction of interest satisfying both the review-candidate criteria and the review-execution criteria, providing access to information corresponding to the interaction of interest and information corresponding to a related interaction such that the interaction of interest can be reviewed in context; and
delaying review for a predetermined time period responsive to determining that a customer associated with the interaction of interest has attempted another interaction subsequent to the interaction of interest.
2. The method of claim 1 , wherein the review-candidate criteria includes a predetermined number of interactions for completing a transaction such that, responsive to determining that a customer has had at least the predetermined number of interactions for completing a transaction, at least one of those interactions is designated for review.
3. The method of claim 1 , wherein the review-candidate criteria includes a customer identification such that, responsive to determining that a particular customer is a party to an interaction, that interaction is designated for review.
4. The method of claim 1 , wherein the review-execution criteria includes a specified event such that, responsive to determining that the specified event has occurred, the interaction designated for review can be reviewed.
5. The method of claim 1 , wherein the review-execution criteria includes a waiting period such that, responsive to determining that the waiting period has expired, the interaction designated for review can be reviewed.
6. The method of claim 1 , further comprising:
recording the interactions.
7. The method of claim 6 , wherein, in recording the interactions, audio and screen information is recorded.
8. The method of claim 1 , further comprising performing automated evaluation of the interaction of interest.
9. The method of claim 8 , wherein performing automated evaluation comprises performing script adherence analysis.
10. The method of claim 8 , wherein performing automated evaluation comprises evaluating the interaction of interest for fraud.
11. The method of claim 1 , wherein at least some of the interactions are facilitated using Internet Protocol packets.
12. The method of claim 11 , monitoring the Internet Protocol packets to identify interactions satisfying the review-candidate criteria and the review-execution criteria.
13. A method for analyzing contact center interactions comprising:
receiving information corresponding to an interaction between a contact center agent and a customer;
assessing quality of the interaction based, at least in part, on information corresponding to at least one of: a history of the customer; and an event corresponding to the customer and occurring subsequent to the interaction; and
delaying assessing for a predetermined time period responsive to determining that a customer associated with the interaction has attempted another interaction subsequent to the interaction that is to be assessed for quality.
14. The method of claim 13 , wherein the information corresponding to a history of the customer includes information corresponding to a previous interaction of that customer.
15. The method of claim 13 , wherein the event is completion of a transaction associated with the interaction.
16. A system for analyzing contact center interactions comprising:
an interaction analyzer operative to:
receive information corresponding to review-candidate criteria used for designating which interaction among multiple interactions is to be reviewed;
receive information corresponding to review-execution criteria used for determining when an interaction, which is designated for review, can be reviewed;
identify an interaction of interest satisfying both the review-candidate criteria and the review-execution criteria;
provide access to information corresponding to the interaction of interest and information corresponding to a related interaction such that the interaction of interest can be reviewed in context; and
delay review for a predetermined time period responsive to determining that a customer associated with the interaction of interest has attempted another interaction subsequent to the interaction of interest.
17. The system of claim 16 , wherein the information corresponding to a related interaction includes at least one of: a history of the customer; and an event, corresponding to the customer, occurring subsequent to the interaction.
18. The system of claim 16 , wherein the review-candidate criteria includes a predetermined number of interactions for completing a transaction such that, responsive to determining that a customer has had at least the predetermined number of interactions for completing a transaction, at least one of those interactions is designated for review.
19. The system of claim 16 , wherein the review-execution criteria includes a waiting period such that, responsive to determining that the waiting period has expired, the interaction designated for review can be reviewed.
20. The system of claim 16 , wherein the interaction analyzer is further operative to monitor Internet Protocol packets associated with the multiple interactions to identify those interactions satisfying the review-candidate criteria and the review-execution criteria.
21. The system of claim 16 , further comprising a computer, and wherein the interaction analyzer is embodied as software executing on the computer.
22. The system of claim 16 , further comprising a recorder operative to record the interaction of interest.
23. The system of claim 16 , further comprising means for recording the interaction of interest.