U.S. patent application number 09/770598 was filed with the patent office on 2001-08-16 for non-random call center supervisory method and apparatus.
This patent application is currently assigned to Envision Telephony, Inc.. Invention is credited to Kuhn, Rodney.
Application Number | 20010014143 09/770598 |
Document ID | / |
Family ID | 26703412 |
Filed Date | 2001-08-16 |
United States Patent
Application |
20010014143 |
Kind Code |
A1 |
Kuhn, Rodney |
August 16, 2001 |
Non-random call center supervisory method and apparatus
Abstract
A computer-implemented method and apparatus for assisting
supervisors of a call center is provided. The monitoring of agent
calls is performed in a non-random fashion in order to provide the
supervisor with enhanced control and flexibility over monitoring
schedules. In one embodiment, a supervisor may designate one or
more time, day and date schedules individually for each agent. In
one embodiment, a supervisor may select whether within the time
interval, every call, every other call, every third call or the
like is to be recorded. Preferably recording occurs without regard
to a predefined duration limit.
Inventors: |
Kuhn, Rodney; (Bainbridge
Island, WA) |
Correspondence
Address: |
Tejpal S. Hansra, Esq.
SHERIDAN ROSS P.C.
Suite 1200
1560 Broadway
Denver
CO
80202-5141
US
|
Assignee: |
Envision Telephony, Inc.
|
Family ID: |
26703412 |
Appl. No.: |
09/770598 |
Filed: |
January 25, 2001 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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09770598 |
Jan 25, 2001 |
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08937428 |
Sep 25, 1997 |
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60028192 |
Oct 10, 1996 |
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Current U.S.
Class: |
379/67.1 |
Current CPC
Class: |
H04M 3/51 20130101; H04M
3/5175 20130101; H04M 3/42221 20130101 |
Class at
Publication: |
379/67.1 |
International
Class: |
H04M 001/64 |
Claims
What is claimed is:
1. A computer-implemented method for determining a non-random
schedule for recording of conversations in a telephone system
having a plurality of users, comprising: selecting one of said
plurality of users; storing at least a first data record,
associated with said one user, indicating a time interval within
which recording is desired; storing a value for N for indicating
that monitoring of every Nth call of said one user within said time
interval is desired; automatically recording every Nth call of said
one user which occurs within said time interval.
2. A method, as claimed in claim 1 wherein said telephone system is
a call center telephone system for use by a plurality of call
center agents.
3. A method, as claimed in claim 2, wherein a data record
indicating a time interval is associated with each of said
plurality of agents and wherein the data record associated with at
least a first agent indicates a time interval which is different
from the time interval indicated in the data records associated
with every other of said plurality of agents.
4. A method, as claimed in claim 1, wherein said step of selecting
comprises-selecting a telephone extension number of said one
user.
5. A method, as claimed in claim 1, wherein every Nth call of said
one user within said time interval is recorded, regardless of the
cumulative duration of recording within said time interval.
6. A method, as claimed in claim 1, wherein at least a portion of
at least one of said automatically recorded calls is stored in a
memory device coupled to said computer.
7. A method, as claimed in claim 6, wherein said memory device is
selected from the group consisting of an optical disk, a random
access memory and a tape drive memory.
8. A method, as claimed in claim 1, further comprising generating a
beep tone during said recording of at least one of said calls,
without the need to rely on a telephone system for delivering said
beep tone.
9. A method, as claimed in claim 8, wherein a user may select an
interval for said beep tone.
10. A method, as claimed in claim 8, wherein a user may choose to
disable said beep tone.
11. A method, as claimed in claim 1, wherein a computer terminal is
provided for at least a first administrator station and further
comprising: detecting an error condition; and providing at least
one alarm output at said administrator station.
12. A method, as claimed in claim 1, wherein said portion of at
least one of said automatically recorded calls is stored as a
record in a database.
13. A method, as claimed in claim 12, further comprising
associating said record with a record of another application using
dynamic data exchange or object linking and embedding.
14. A method, as claimed in claim 1, further comprising receiving
input from a user which provides at least a first indication of a
location within at least a portion of at least one of said
automatically recorded calls and storing said indication.
15. A method, as claimed in claim 14, further comprising receiving
input from a user indicating said location and automatically
playing-back a portion of said one of said automatically recorded
calls starting at said location.
16. A method, as claimed in claim 1, further comprising displaying,
on a display screen coupled to said computer, a list of identifiers
of a plurality of recorded calls, including at least one of said
automatically recorded calls, wherein each identifier is associated
with at least one indicator of an attribute of said call.
17. A method, as claimed in claim 16, wherein said indicator of an
attribute indicates whether said call was recorded manually or
automatically.
18. A method, as claimed in claim 16, wherein at least one said
indicator of an attribute indicates one of a plurality of types of
errors.
19. A method, as claimed in claim 1, further comprising editing at
least a portion of at least one of said automatically recorded
calls.
20. A method, as claimed in claim 1, wherein said computer is
programmed to automatically archive one or more of said plurality
of recorded calls by placing said recording on an off-line storage
medium, and wherein said computer is configured to receive input
from at least one user designating at least one of said plurality
of recorded calls, wherein, when said one of said plurality of
recorded calls is designated, said computer is prevented from
automatically archiving said designated call.
21. A computer-implemented method for recording call center agent
conversations, comprising: selecting any one of a plurality of
agents; storing at least a first data record, associated with said
one agent, indicating parameters of calls to be recorded including
a time interval within which monitoring of said one agent is
desired, and whether incoming, outgoing, internal or external
calls, or combinations thereof, are to be monitored; automatically
recording at least some calls of said one agent if said calls
comply with said parameters.
22. A computer-implemented method for recording conversations in a
call center wherein said call center includes communications
devices for use by a plurality of agents, and wherein at least a
first of said agents is supervised by a first supervisor and a
second of said agents is not supervised by said first supervisor,
the method comprising: recording a plurality of conversations,
including conversations of at least said first and said second
agents; permitting said first supervisor to play back at least one
recorded conversation of said first agent, while preventing said
first supervisor from playing back any recorded conversation of
said second agent.
23. A computer-implemented method for recording of call center
agent conversations and video screens viewed by said agents during
said conversations, comprising: selecting any one of a plurality of
agents; storing at least a first data record, associated with said
one agent, indicating a time interval within which monitoring of
said one agent is desired; automatically recording at least a first
call of said one agent which occurs within said time interval;
automatically recording data indicative of the video displayed on
said video screen by said one agent during said first call; playing
back said first call synchronized with display of the video
displayed on said video screen by said one agent during said first
call.
24. A method, as claimed in claim 23, further comprising editing
said display of the video displayed on said video screen by said
one agent during said first call.
25. A computer-implemented method for recording of call center
agent conversations, comprising: storing at least a first set of
rules specifying which calls are to be recorded; automatically
recording at least those calls specified by said first set of
rules, wherein said step of automatically recording at least a
first of said calls is performed by automatically establishing a
conference bridge for recording said calls.
26. A method, as claimed in claim 25, wherein said first set of
values includes rules specifying that calls from predetermined area
codes, telephone prefixes or telephone numbers are to be
recorded.
27. A computer-implemented method for recording of call center
agent conversations, comprising: storing at least a first set of
rules specifying which calls are to be recorded; automatically
recording at least those calls specified by said first set of
rules, including at least a first call; determining whether two or
more simultaneous recordings of said first call are to take place;
wherein said step of automatically recording at least a first of
said calls is performed by automatically establishing a conference
bridge for recording said calls when two or more simultaneous
recordings of said first call are to take place.
28. A computer-implemented method for playing back recorded calls
in a call center, comprising: storing at least a first set of
rules, specifying which calls are to be recorded; storing a first
plurality of recordings of calls, including at least those calls
specified by said first set of rules; storing descriptive
information about at least said first plurality of calls, said
descriptive information selected from the group consisting of time
of call receipt, duration, telephone number of call source,
identity of agent involved in call, account number and social
security number; receiving input from a user indicating at least a
first call characteristic corresponding to said descriptive
information; searching at least said first plurality of recordings
to locate at least one recording which matches said first call
characteristic; and displaying an identifier of at least said one
recording.
29. A computer-implemented method for recording of call center
agent conversations, the method comprising: providing at least a
first computer configured for recording at least a first agent
conversation; wherein at least one agent is provided with a display
device for displaying information in response to a first
applications program; said first computer configured to detect the
occurrence of at least a first event in said first applications
program and to begin recording of an agent conversation in response
to said first event.
30. A method, as claimed in claim 29, wherein said first event
comprises display of a predetermined type on said display device.
Description
[0001] This application claims priority base on U.S. provisional
application Serial No. 60/028,192, filed Oct. 10, 1996 which is
incorporated herein by reference.
[0002] The present invention relates to a method and apparatus
usable in connection with supervising a call center and in
particular a computer-implemented method and apparatus permitting a
telephone call center supervisor to schedule monitoring of agents
in a non-random fashion.
BACKGROUND INFORMATION
[0003] A number of businesses and other organizations provide call
centers in which a plurality of personnel answer calls, such as
telephone calls or other inquiries, e.g. from customers or
potential customers. Call centers serve a number of functions
including facilitating the placement of orders for goods or
services, providing information about products or the status of
orders, receiving customer complaints or suggestions, dispensing
product or technical information to assist customers in selecting
or using products or services and the like.
[0004] Many such call centers are configured so that the telephone
or other communications facilities manned by the call center
personnel are coupled via a computer controlled system, e.g. for
routing calls to available agents or other personnel. In the past,
some such systems have included methods or devices for facilitating
supervision and/or monitoring the performance of such agents. For
example, some devices are configured to collect, store and/or
analyze statistical data such as number of calls, average length of
calls, length of time on hold and the like. Some devices include
facilities for recording communications, such as telephone calls,
of the agents or other personnel.
[0005] While previous systems of this type for facilitating
supervision of call centers may have been adequate in many
situations, it is believed that, for at least some call centers,
there is a need for improved supervision support to provide for
greater supervisor control of monitoring functions, facilitate the
analysis or review of recorded conversations, record associated
data in addition to audio conversation, and the like.
[0006] Specifically, some previous systems were configured to
select random times (within time ranges) at which to commence
next-call monitoring. It is believed that in some situations
providing for randomness undesirably diminishes the amount of
control supervisors have on scheduling of monitoring, particularly
since call centers already have at least a first degree of
randomness owing to the random nature of the times when calls
arrive at a call center. It is believed this randomness is
augmented when a second degree of randomness is generated by a
computer, thus reducing the control over monitoring which can be
exercised by supervisors.
[0007] Some previous systems do not allow for full flexibility in
selecting monitoring parameters, such as by providing a system in
which monitoring time intervals (such as date ranges) always apply
to two or more agents.
[0008] Some systems are believed to undesirably limit the
supervisors' monitoring flexibility by requiring that monitoring
sessions have a predetermined duration limit so that once a
duration of monitoring is exceeded, no further new calls will be
monitored until the next scheduled monitoring. Some previous
systems permit a supervisor to playback or otherwise review a
recorded monitoring session but do not adequately facilitate the
review or analysis of portions of the monitored session that might
be deemed particularly significant.
[0009] Some previous devices provide for recording conversation by
monitoring a line for voice detection and recording when there is
at least a predetermined signal level on the line. Such a
configuration, however, is useful only for recording, not playback,
functions and thus a separate playback system is necessary when
playback functionality over a telephone system is desired.
[0010] A number of previous devices were designed for use in call
centers, and thus were not provided with features which may be
desired or needed in other contexts such as field representatives,
knowledge workers, executives, outside sales persons and the
like.
[0011] Accordingly, it would be useful to provide a call center
supervisory method and apparatus with enhanced monitoring
scheduling flexibility, enhanced review or analysis capabilities
and generally providing feature which facilitate supervisory
functions, preferably in a system which is easy to use and
economical to design, produce, maintain and use.
SUMMARY OF THE INVENTION
[0012] The present invention provides a computer-implemented method
and apparatus with enhanced monitoring scheduling capabilities. In
one embodiment, a supervisor is allowed to separately designate at
least one and, preferably, several, monitoring schedules for each
agent (i.e. each person or station to be monitored) with the
capability of creating schedules and/or defining rules such that,
if desired, no two agents need have the same defined monitoring
interval. Preferably the supervisor controls the factors that
determine which calls will be recorded, rather than letting the
computer select (e.g. randomly select) monitor start times. In one
embodiment the supervisor may determine that every Nth call is to
be monitored, wherein N can have any of a number of different
values such as determining whether every call will be recorded,
every second call, every third call and the like. Preferably the
supervisor can make this designation individually for each agent,
and more preferably, individually for each of a plurality of
monitoring schedules of each agent (where plural monitoring
schedules are provided). In one embodiment the user can determine
whether certain types of calls, e.g. incoming, outgoing or internal
calls, will be monitored. Preferably, recording takes place without
limitation as to duration so that, e.g., within the predefined
monitoring schedule for an agent, if a supervisor determines that,
e.g., every call is to be monitored during that time period, the
system will record all consecutive calls for that agent until disk
space or other recording or hardware capabilities of the system are
exceeded even if, e.g., the first call by the agent happens to be a
particularly long-duration call.
[0013] Preferably the system includes enhancements to make it
easier for a supervisor to review, analyze or play recorded
monitored sessions, e.g. for agent training or evaluation purposes
or quality control procedures. In one embodiment, the supervisor
may mark one or more locations within the recorded message for
later playback so that, at a later time, the supervisor, in playing
back the monitored session, can readily skip to portions of
interest. Preferably the supervisor may attach monitored sessions
to other computer records (such as personnel records). Preferably
the supervisor may edit call records as needed.
[0014] Preferably, security features, such as passwords and/or
unique logins, are included to prevent unauthorized access to
records, such as by associating particular agents with particular
supervisors and preventing supervisors from reviewing records of
agents with which those supervisors are not associated.
[0015] In some call centers, agents work not only with telephone
devices but also with computers which may provide order placement
screens, product information databases and the like. In one
embodiment the system is configured to record images or other
indications of the contents of screens, or portions thereof that
were viewed or used by an agent during a monitored conversation,
preferably associating those images with a recorded conversation so
that a supervisor may review both the recorded conversation and the
screen which was viewed or used by the agent during the monitored
session.
[0016] In one configuration, recording and/or playback of
conversations is achieved using a conference bridge thus providing
for a single configuration which is useable for both recording and
playback.
[0017] In one embodiment, the system provides features which are
not limited, in their usefulness, to call centers, but also provide
features which permit a single system to be used, not only in a
call center context, but by other professional workers, corporate
workers, executives and the like. For example, in one embodiment
the system is configured to facilitate recording of conference
calls and the like.
[0018] According to one aspect of the invention, a
computer-implemented method and apparatus for assisting supervisors
of a call center is provided. The monitoring of agent calls is
performed in a non-random fashion in order to provide the
supervisor with enhanced control and flexibility over monitoring
schedules. In one embodiment, a supervisor may designate one or
more time, day and date schedules and/or define other rules for
recording, individually for each agent. In one embodiment, a
supervisor may select whether, within the time interval, every
call, every other call, every third call or the like is to be
recorded. Preferably recording occurs without regard to a
predefined duration limit.
BRIEF DESCRIPTION OF THE DRAWINGS
[0019] FIG. 1 is a block diagram depicting the relationship of
certain components of a call center of a type which may use the
method or apparatus of the present invention;
[0020] FIG. 2 is a Venn diagram depicting the relationship of
users, agents, and supervisors;
[0021] FIG. 3 is a depiction of a portion of the computer screen
displaying data about various reported sessions;
[0022] FIG. 4 is a depiction of a portion of a computer screen for
setting certain agent attributes according to the embodiment of the
present invention.
[0023] FIG. 5 is a depiction of a portion of a computer screen for
determining agent monitoring schedules according to an embodiment
of the present invention;
[0024] FIGS. 6 and 6A are flow charts showing methods permitting
monitoring of calls according to embodiments of the present
invention;
[0025] FIG. 7 is a depiction of a portion of a computer screen for
use in playing back recorded monitored sessions;
[0026] FIG. 8 is a flow chart similar to FIG. 6, but showing a
procedure when a call is placed by an agent;
[0027] FIG. 9 is a depiction of a portion of a computer screen for
use in searching for calls, according to an embodiment of the
present invention; and
[0028] FIG. 10 is a flow chart showing a procedure for recording a
call by an observation command or a conference bridge, according to
an embodiment of the present invention.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0029] As depicted in FIG. 1, a call center I 00 may include a
plurality of agent station I 12a, I 12b, I 12c, each equipped with
an agent telephone device on 114a, 114b, 114c, coupled to a
computer such as a call center server 1 16 for routing calls from a
telephone exchange such as a PBX device 118 to the various agent
telephones 114a, 114b, 114c. In the depicted embodiment, call
center 100 also provides for supervisor stations 122a, 122b also
coupled to the call center server 116. In the depicted embodiment,
each supervisor station has a computer 124a, 124b which may be used
by the supervisor to facilitate supervisory functions, such as
scheduling and monitoring of conversations of the agents.
Alternatively, two or more supervisors may share a central computer
for this purpose.
[0030] In one embodiment, agents may also be provided with
computers 126a, 126b, 126c, e.g. coupled to a network server 128
for facilitating agent work such as by permitting agents to place
orders, make reservations or other service arrangements, answer
product questions and the like.
[0031] Typically, and as depicted in FIG. 2, agents 204 and
supervisors 202 are different personnel, although the company may
have a number of users 206, other than supervisors and agents (such
as clerical workers, knowledge workers, executives and the like),
who may also be coupled to the call center server 116 and/or
network server 128.
[0032] Each supervisor 202 is responsible for supervising, or
otherwise associated with, a certain set of the agents 204 in the
system. Preferably, the call server 116 maintains a list which
associates each supervisor with the agents he or she is authorized
to supervise.
[0033] Before describing a procedure for establishing and using a
monitoring system, it is useful to understand one of the end
results of the system which is the creation of a plurality of
recordings representing the monitored sessions. Preferably, the
recorded sessions may be selected by a supervisor for various
purposes such as training, evaluation and quality control. As
depicted in FIG. 3, a supervisor, according to an embodiment of an
invention, may view information about a plurality of these sessions
which have been recorded by the system.
[0034] In the embodiment of FIG. 3, a supervisor is provided with
the capability of viewing a list of some or all of the agents in
the system, 302 and may select one or more of the agents, (e.g. by
using a pointing device such as a mouse in a manner well known to
those of skill in the art) which may be indicated by highlighting
304. In the depicted embodiment, when the supervisor selects an
agent from the list 302, the supervisor is able to see a list of
some or all of the monitored or recorded sessions 306 for that
agent 304.
[0035] Preferably some or all of the supervisors are normally
prevented from listening to monitored sessions for agents with whom
they are not associated. This can be achieved in various ways such
as configuring the system and the display 300 such that the list
302 only includes those agents associated with a given supervisor
308, or permitting the supervisor 308 to select from the list 302
oldy those agents with whom he or she is associated, or permitting
the display 306 of recorded monitored messages for sessions only
for those agents associated with the supervisor 308 or permitting
the playback of messages only for those agents associated with the
supervisor 308.
[0036] In the embodiment of FIG. 3, various items of information
are provided for each recorded message. An icon is provided to
indicate, e.g., the origin, status or condition of the message such
as whether the message was automatically recorded according to a
schedule, whether the message has been locked to prevent
modification, whether the message was truncated because of lack of
storage capability, whether the message was manually recorded,
rather than scheduled, and the like, 3 10. Preferably the display
indicates the extension number or other telephone identifier to
indicate the communication device which was being used by the agent
during the recording session 312. The system may include an
indication of the telephone number of the caller 314 (e.g. using
automatic caller ID technology), prompted digits, account numbers,
social security numbers (not shown), the date and time when the
recording commenced 316, and/or the length of the recording 318. In
the depicted embodiment, another field is provided to display
information entered by the supervisor about the content of the
monitored session 320, e.g. as described more thoroughly below. In
the depicted embodiment, the supervisor is able to perform various
operations, e.g. by using a pointing tool to select from among menu
selections 322 and/or icons 324, e.g. for requesting a new
recording, or other monitoring, opening an old monitored session,
scheduling, locking or unlocking an item, sending a monitored
session or other file, deleting an item and the like. A supervisor,
when selecting among calls 306 is provided with information about
the recorded sessions including length, date, extension number,
phone number, etc. Preferably, icons 310 are provided, e.g. to
distinguish manually and automatically recorded calls and to
identify certain types of truncations or errors such as "disk full"
or "no channel available" errors, or errors caused by invalid
settings or server problems. Preferably the display 300
distinguishes between those calls which have been opened (i.e.
previously reviewed by the supervisor) and unopened calls. If
desired, the list 306 may be sorted, e.g. by icon type, extension,
date, length, etc.
[0037] If a supervisor wishes to create or modify a monitoring
schedule for an agent, the system must be first configured with
information about the agent, such as the agent's name or identity
number, and the like. Agents may be identified in a number of
fashions. An agent may be identified by the agent's automatic call
distributor (ACD) login number or, in one embodiment, may be
identified by the agent's telephone extension number. Similarly,
information must be entered regarding the supervisor so the system
is able to recognize a request for information or action as coming
from a supervisor with the appropriate authority. For example, as
depicted in FIG. 4, a particular user may be configured so that the
system can recognize the user as a supervisor, an agent, a client,
an administrator, a knowledge worker, an executive, or the like,
and/or may provide a user with various permissions, such as
permission to change his extension number, access archived
recordings, initiate recording and the like 402.
[0038] Once the system is configured to recognize supervisors and
agents, a given supervisor may set up a schedule for an agent, e.g.
by selecting the agent from an agent list 302 and requesting
schedule setup e.g. using an icon 324. As shown in FIG. 5, in one
embodiment, in response, the system displays a screen 502 to
facilitate scheduling. The supervisor is permitted to set various
monitoring schedule parameters including date/day/time parameters,
such as date ranges 504, days 506, and time ranges 508 and
preferably can set such ranges separately for each agent, e.g. by
first selecting the desired agent 510. Preferably two or more
schedules may be associated with each agent. In the depicted
embodiment, the supervisor may enter up to three different
schedules 512 for an agent (e.g. to accommodate split-shifts and
the like). In the depicted embodiment, for each of these schedules
512, for each agent, the supervisor may select an ordinal value
514, referred to herein as "N," to indicate which calls to record,
within the date/day/time parameters 504, 506, 508. For example, if
the ordinal value 514 is set equal to one, all calls within the
date/day/time parameters 504, 506, 508 will be recorded. If the
ordinal value 514 is set equal to two, every other call within the
parameters 504, 506, 508 will be recorded. If the ordinal value 514
is set equal to three (as depicted) from every third call within
the parameters 504, 506, 508 will be recorded. and so forth.
[0039] As seen in FIG. 5, the supervisor may also determine, for
each schedule 512, whether to record only inbound calls, only
outbound calls, or both 516. Other call type options can also be
included, such as options to record internal calls, calls received
on particular lines (such as help lines or order lines) and the
like.
[0040] Furthermore, in some embodiments the system can establish
rules, either universal rules or rules which may be associated with
each individual agent as a further basis for determining whether
particular calls should be recorded. A number of items can be used
for such rules. In some systems, automatic number identification
(ANI) or caller identification (CID) technology may be used to
identify the telephone number of an incoming call. In this
configuration, preferably the system is designed so that a
supervisor may specify which calls to record based on the area code
of the caller or, the exchange number of the caller and/or a
particular phone number of the caller. In some embodiments,
supervisors may also specify other parameters such as dialed number
identification service (DNIS), prompted digits (such as account
codes, social security number, etc.), called number (outgoing
calls) and virtual device node (VDN), through which the PBX can be
programmed to route calls.
[0041] As will be apparent from the following description, the
present invention has wide applicability and, if desired, may be
provided in a number of different modules, e.g., so that users may
select whatever modules are appropriate for their particular
situation. For example, in one embodiment, the invention provides a
supervisor module (e.g., to facilitate supervisors in
monitoring/recording calls and/or reviewing or annotating recorded
calls and the like), an agent module (e.g., to facilitate call
center or other agents in recording and/or playing back telephone
calls, forwarding, attaching or e-mailing their own recorded
calls), a professional module (e.g., to facilitate recording of
conference calls, searching, playback and/or annotation of recorded
conference calls and the like) and an administrator module (e.g.,
to facilitate storing identification, characteristics and other
information about system users, facilitate receiving and handling
warnings about system malfunctions or exceeding system capabilities
and the like. In one embodiment, the agent can configure his or her
system such that the agent module automatically becomes the active
application every time a telephone call is made or received.
[0042] Accordingly, this embodiment provides the supervisor with
enhanced control and flexibility (compared to certain prior
systems) with regard to monitoring scheduling, particularly since
the supervisor is not constrained to select schedules which apply
only to two or more agents. Instead, the supervisor may
individually specify at least one, and preferably more than one,
schedule 512 individually for each agent 510. By being able to
select at least an ordinal number 514, the supervisor has enhanced
control over monitoring and does not have the selection of
monitoring times usurped by, e.g., a random scheduler or calls
cut-off prior to ending.
[0043] Those of skill in the art, after reading and understanding
the present disclosure, will understand how to program computers to
route telephone calls to free agents, how to prompt for, receive
and store information such as that depicted in FIGS. 3 through 5,
how to construct databases or other data storage procedures or
structures, how to record telephone conversations in response to
events detected by the system as described below, and how play back
recorded information or portions thereof.
[0044] Once a system has been configured in this fashion, calls may
be routed and monitored as depicted, e.g. in FIG. 6. As shown in
FIG. 6, when a new call is received 612, the system, typically
implemented in the call center server 116 or other computer,
determines whether an agent is available 614, e.g. by monitoring
activity on the various agent telephones 114. Callers are placed on
hold 616 until an agent is available at which time the system
determines the identify of the available agent 617 and consults the
schedule or schedules 512 which have been stored associated with
the agent to determine 622 whether the current day, date and time
is within the day, date and time parameters 504, 506, 508 for at
least one of the schedules 512 associated with the free agent 510.
If the current day, date and time is not within the monitoring
schedule, the call is routed to the agent for answering 624 without
need for further monitoring determination. If the call is within
the day, date and time perimeters 504, 506, 508 and is of the
correct type 516, the system determines whether the present call
corresponds to the selected ordinal call number for monitoring 514.
Various schemes for checking the ordinal umber of the call can be
used. In one embodiment the computer associates a value, such as a
value stored `in a memory location, with the agent 510, referred to
herein as a "K" value. Preferably, the value of K is initiated e.g.
by being set equal to zero, whenever the agent begins a shift, logs
on or the like. Thereafter, any time a call is to be assigned to
the agent which is within the date/day/time parameters, the value
of K is incremented 626. Modulo arithmetic is performed to
determine whether there is a match to the stored ordinal number N
514 for this schedule by calculating 628 whether K (MOD N)=0. If
so, the system initiates recording of the call 630, otherwise the
call will not be recorded and, in either case, the call is routed
to the agent 624.
[0045] An alternate procedure for selective recording is depicted
in FIG. 6A. In the embodiment of FIG. 6A, the system will
continuously compare the current time to the various schedules for
the various agents and will perform no monitoring of an agents
telephone unless the current time is within a monitoring schedule
for an agent 652. If the current schedule is active at the present
time (i.e., the current time is a time within the scheduled
monitoring window for an agent 654), the system will wait for the
next call on this agent's telephone 656 and then determine whether
the call meets count criteria (e.g., using a procedure similar to
steps 626 and 628 of FIG. 6) and any other defined rules (such as
rules for recording particular area codes, phone numbers, prefixes
and the like) 658. If the count or other criteria are not met or
the agent's schedule is not currently active, no monitoring is done
and the agent is permitted to place or receive calls without
recording 662. However, if the criteria are met, the call is
recording 664. In either case, after the call is completed, the
procedure returns 666 to continue determining whether any agent's
schedule is active.
[0046] FIG. 8 depicts a procedure similar to that depicted in FIG.
6, but is used in the situation in which an agent places a call,
rather than a situation which is initiated by the receipt of a
call. In the embodiment of FIG. 8, when an agent begins placing a
call, the system determines the agent ID 817, e.g., by reference to
the extension number, ACD login number or the like. Once this
system has determined the identity of the agent, it follows
procedures 622, 626, 628 to determine whether this is a call which
should be recorded, according to the schedule and/or rules which
have been associated with this agent, as described above. If this
is a call to be recorded, recording is initiated 630. Otherwise
this system goes forward with placing the call 829 without
initiating recording.
[0047] As calls are monitored and recorded, e.g. using the
procedure depicted in FIG. 6, the calls can be listed and various
characteristics displayed as shown in FIG. 3 and as described
above. When a supervisor wishes to review a recorded conversation,
a super-visor may select from among the list of monitored calls 306
and choose a playback command or icon 322, 324. In one embodiment,
e.g. as depicted in `FIG. 7, the supervisor is provided with a
playback control screen 702. Preferably, the screen depicts the
identity of the agent that was recorded 704, the agent's extension
number 706, and the phone number or the origin of the call 703. In
the depicted embodiment, the supervisor may enter a written
description of the nature of the call or other pertinent
information 710, e.g., in the "re" field, to be associated with the
call record, e.g. to facilitate later review, lockup/search or
training. Date, time, length and similar call information may be
displayed 712.
[0048] In one embodiment, the system may be configured to store
call information such as ANI, CID, DNIS, VND and the like,
associated with various calls, either all calls or with recorded
calls. If desired, the system may be configured to automatically
store such information in the "re" field associated with a call.
Preferably, the system is configured to facilitate searching by
these call numbers or characteristics. For example, in one
embodiment a supervisor may select a find tool (FIG. 9), e.g.,
using a mouse or other pointer device, and preferably will be given
the opportunity to select among various fields for searching, such
as by selecting a phone field from a date field, re field 902a,
902b, 902c or, depending on the configuration, other search fields
such as time of day, day of the week, area code, prefix, VDN and
the like. The user may then enter the desired search criterion 904,
preferably with the ability to include non-specific criteria such
as "wild card" characters. In response, the system will, using
database search techniques known to those of skill in the art,
display a list of current and/or archived calls meeting the search
criteria, whereupon the user with the requisite clearance, may
playback, annotate, forward, etc., any of the calls found by the
search.
[0049] Preferably the supervisor may select a location within the
file to begin playback, e.g. using a slider indicator 714 (FIG. 7).
Preferably the supervisor is provided with controls for playback,
pause, rewind, fast forward, stop and record 716. The record button
is provided, e.g. in case the supervisor wishes to insert, prefix
or append verbal commentary to assist in the supervisory functions.
Preferably, the user is given an option to show a reduced or
minimized version of the window of FIG. 7, e.g., a small window
which provides play, pause, rewind, fast forward, stop and record
buttons. In one embodiment, the reduced version is automatically
displayed whenever the window associated with the supervisor module
is minimized. Such minimization can be used, e.g., when it is
desired to record a call while viewing a customer database record
in another application.
[0050] Additionally, the supervisor can preferably insert position
marks within the file to facilitate skipping to predetermined
locations within the file. In the depicted embodiment, a icon 718
is provided which, when activated (e.g. using a pointing tool)
creates a mark or location indicator corresponding to the current
position of the slider 714 with respect to the file. In the
depicted embodiment, the location of a mark may be indicated
graphically on the slider bar 722 and/or numerically 724, e.g.
associated with a plurality of "jump to" icons 726.
[0051] In addition to playing back recorded sessions, the recording
data can be used in various other fashions. The supervisor may play
back the monitored session or portions thereof to an agent, e-g.
over the telephone or, if agents have access to computers, the
records can be forwarded to an agent's computer for review by the
agent. As noted, the records can be verbally annotated with
comments by the supervisor. Once the agent receives the recording
on his computer he or she will be able to open it, review any
written comments in the "re" field, listen to any verbal comments
recorded by the supervisor, listen to the recorded session and
reply to the supervisor, e.g., by recording a message. Agents that
are not equipped with computers can receive the recordings by
telephone and reply by telephone.
[0052] Playback can be performed in a number of fashions. In
addition to playing back over an audio-equipped PC, it is possible
to configure the system to playback over the telephone. In one
embodiment if a supervisor requests playback while the supervisor
is on the telephone (e.g. with an agent) the recording will be
played in conference with an existing call. If not already on an
existing call, selecting playback will cause the supervisor's
telephone to ring and, upon answering, the playback will be
provided through the telephone.
[0053] If desired, call records may be coupled or attached to other
computer applications, e.g. using object linking and embedding
(such as Microsoft--OLE 2.0 standard). For example, a call record
may be linked to a agent record in an agent evaluation software
package or another database.
[0054] Preferably, a supervisor may select monitored sessions for
archiving. In one embodiment, when a record is archived, the
information needed to find the call record is retained in the
system so that it can be accessed by authorized supervisors or
administrators, but the actual recording is moved from the primary
storage location such as a hard drive, to a backup device, such as
an optical disk, tape or other removable medium storage device.
[0055] In one embodiment, when agents are provided with computers
126a, 126b, 126c, the supervisor may configure scheduled or manual
recording to record both the audio telephone conversation and the
video screen viewed or used by the super-visor during the monitored
conversation. Recording of the video may take the form of recording
one or more static images ("screen shots"), recording a motion
picture image of the screen (which may be compressed for storage
purposes), or recording the data, program configuration or other
information used by the computer in generating the screen images on
the agent's desktop computer so that data can be later used to
generate identical screen images. In this way, a supervisor may
choose to view on his or her own desktop computer 124, an image of
the computer screen that was used or viewed by the agent,
preferably synchronized with the telephone conversation which was
monitored.
[0056] Recording of screen shots or other video can be done in a
number of fashions. In one embodiment, video is recorded whenever
audio is recorded, e.g., according to the criteria established for
that agent, as shown in FIG. 5. In another embodiment, the
supervisor is permitted to set different criteria for video and
audio recording, such that, if desired, the supervisor may
configure the system to record audio for a particular agent on
Mondays and Fridays but to record video only on Monday or only on
Wednesday. As will be understood by those of skill in the art,
after reading the present disclosure, procedures and user
interfaces for establishing video recording criteria can be done in
a fashion similar to that described for audio recording.
[0057] A number of the features described above relate primarily to
supervisory functions and thus may be, if desired, principally
embodied in a module which is specific for supervisors, as
described above. However, there are also a number of functions
which may be advantageously provided for use by other personnel.
For example, agents or other workers may find it useful to be able
to record their own calls, play them back, forward them, etc. (as
opposed to a supervisor who is authorized to record calls of at
least some other persons). Preferably, agents are given the ability
not only to have visual and audio access and, within limits,
control, of sessions which were recorded or monitored in response
to a supervisor's request or scheduling, but are also given the
ability to record and play back their own audio and/or video
sessions such as recording their own telephone calls. Agents may
select recordings for playback, forwarding and the like from a list
similar to that used by a supervisor, depicted in FIG. 3.
Preferably, the system may optionally be configured, e.g., by a
system administrator, to disable the ability of agents to record
conversation (e.g., to assure compliance with local laws or
regulations) while retaining the ability to playback at least some
recorded calls. Preferably, agents are provided with playback
capability similar to those provided to supervisors, e.g., as
depicted in FIG. 7, including the capability for marking positions
within a recording.
[0058] Preferably the system is configured so that a capability is
provided for simultaneously making two recordings of the call,
e.g., when a call is being recorded in accordance with a schedule
established by a supervisor and, at the same time, the agent has
exercised a choice to record his or her own call at the same time.
It is believed that at least some previous call center systems are
unable to accommodate making two or more simultaneous service
observations on the same agent telephone. This is believed to be
partly because many previous systems used PBX service observation
as the only method for recording a call. In contrast, the present
invention includes permitting the system to record a call by
executing a call conference. It is believed that each approach to
recording the call (a PBX service observation or a call conference)
has its own advantages. A PBX service observation is often
preferred because the conversation between the agent and the caller
is not interrupted while the server connection is being made.
However, as noted, it is not typically compatible with making two
or more recordings. Preferably, the system is capable of making a
recording in either fashion, i.e., either by a PBX service
observation or by executing a call conference. Preferably, both the
supervisor module and the agent module are executed on the same
server platform 116. In this configuration, the system preferably
is configured to select whether it is appropriate to use a service
observation command for recording and when to use a conference to
make a recording. Thus, as depicted in FIG. 10, when an agent
requests recording his own call 1010, the system determines whether
the call is also to be recorded in response to a supervisor request
or schedule 1012. If the call is to also be recorded in response to
a supervisor, the recording is made using a call conference 1014.
Otherwise, a service observation may be used 1012.
[0059] Preferably, the agent module can be configured so that calls
may be automatically recorded in response to certain events. In one
embodiment, calls may be automatically recorded in response to
events which occur in other programs or applications, such as a
program that might be running or displaying on an agent's desktop
computer 126. Thus, the system preferably can be configured to
record calls whenever a particular type of display screen is being
displayed on the agent desktop computer 126, even if that display
screen is displayed under the control of a different software
package. In this way, the recording features of the present
invention can be easily added to an existing system. For example,
if an existing system is in place which allows a call center agent
to show various information screens on his or her desktop computer
126 (e.g., an order form, a complaint form or the like) the agent
module preferably can be configured such that recording is
automatically triggered whenever, for example, a complaint form is
shown on the agent's desktop computer. Preferably the agent module
is provided with dynamic data exchange (DDE) capabilities, e.g., to
permit an agent to develop his or her own graphical user interface
(GUI) for interfacing with the agent module.
[0060] In one embodiment, an agent module is provided with a
built-in beep tone generator for generating a beep tone over the
telephone line, preferably such that the tone can be turned off or
can be played at specific intervals. This feature is useful because
some jurisdictions specify that a notification must be given when
recording occurs on a telephone line. It is believed that previous
software systems have relied on the PBX or other telephone system
to deliver this warning but that there are some telephone systems
which do not have the capability. Accordingly, the present system
preferably has a capability to generate the tone without relying on
the telephone system for delivering this warning.
[0061] In one embodiment, an administrator module includes
proactive notification of system problems. For example, in one
embodiment, low disk space and/or high channel usage will trigger
an alarm. In one embodiment, the alarm causes the administrator's
computer screen to flash yellow for warning or to flash red for
critical error situations.
[0062] Preferably, the video or screen shots can be edited or
annotated by the supervisor, either in a static or a dynamic
fashion (i.e., such that annotations added by the supervisor appear
on the screen at a time selected by the supervisor, e.g., to be
synchronized or coordinated with items the supervisor wishes to
bring to the attention of an agent in connection with events which
were occurring during the recorded call at that time). Preferably,
the recorded video, either alone or coupled to (preferably
synchronized) audio recordings can be forwarded to another person,
e.g., to the agent who is being supervised or to another agent such
as for training purposes. This permits an agent to be trained by
reviewing both verbal and written records of a conversation or
call, preferably annotated both verbally and visually.
[0063] If desired, the system may be configured to retain certain
information about calls regardless of whether those calls are
recorded, such as by retaining or logging information about all
received calls. The type of information that may be logged can
include, for example, telephone number, time, date, length of call
and the like.
[0064] In light of the above description, a number of advantages of
the present invention can be seen. The present invention enhances
the control and flexibility available to a call center super-visor,
such as by allowing the supervisor to individually designate time
intervals for each agent, preferably designating two or more
schedules for each agent. By allowing the supervisor to select
whether every call, every other call, every third call, etc. is
recorded, the present invention avoids taking control away from the
supervisor (as in the case of the computer establishing random
start times, out of the control of the supervisor). By recording
calls regardless of their duration, the present system is able to
continue recording multiple calls, according to schedule, even
though a previous call may have been particularly lengthy. The
present invention enhances the supervisor's analysis or review
capability by, for example, permitting the supervisor to mark
certain "jump to" locations in a recorded file for review or
analysis, forwarding monitored sessions to agents' PC's, linking or
embedding monitored call records in or with other applications and
the like.
[0065] A number of variations and modifications of the present
invention can also be used. Although the call center of FIG. 100 is
directed to telephone call centers, call centers having other or
additional forms of communication may also be used in connection
with the embodiments of the present invention, such as call centers
which receive communication over computer networks, over the
Internet, interactive television, or similar communication forms.
Although, in one embodiment, a supervisor is permitted to review
monitored sessions only for those agents for whom the supervisor is
responsible, in some embodiments it may be desirable to designate
some recordings for review by other supervisors, e.g. for training
purposes. Although the description above provides for initiating
recording only when the call has been designated (manually or
according to a schedule) for recording, it is also possible to
configure a system to initially record all calls and erase those
calls which are not designated for recording. In this way, it is
possible for a supervisor, or an agent, to request retaining a
recording of a call, e.g. when the call is deemed of particular
interest. In some embodiments, certain calls may be recorded or
retained automatically according to a rules-based analysis
depending on various features or parameters of the calls, such as
an ID number and/or length.
[0066] Although the invention has been described by way of a
preferred embodiment and certain variations and modifications,
other variations and modifications can also be used, the invention
being defined by the following claims.
* * * * *