U.S. patent application number 16/668249 was filed with the patent office on 2021-04-29 for systems and methods for quality management system deployment.
The applicant listed for this patent is Talkdesk, Inc.. Invention is credited to Jason Fama, Katherine Krucek, Richard Lawrence.
Application Number | 20210127007 16/668249 |
Document ID | / |
Family ID | 1000004440637 |
Filed Date | 2021-04-29 |
![](/patent/app/20210127007/US20210127007A1-20210429\US20210127007A1-2021042)
United States Patent
Application |
20210127007 |
Kind Code |
A1 |
Krucek; Katherine ; et
al. |
April 29, 2021 |
SYSTEMS AND METHODS FOR QUALITY MANAGEMENT SYSTEM DEPLOYMENT
Abstract
A system for quickly deploying QM systems in contact centers is
provided. A user or administrator can quickly install a QM
application on a deployment server. The administrator can provide
the QM application access to the contact center data where the QM
application can import data from the contact center routing system
about one or more customers, agents, queues, teams, and any other
information or items typically associated with contact center
routing systems. The imported data may also include presence data
about the agents, teams, and customers. Based on the imported data,
the QM application may execute one or more workflows to
automatically determine information such as evaluation frequency
and coaching frequency about the agents and teams, or to create or
select quality forms to use for the evaluation one or more agents,
teams, or contacts.
Inventors: |
Krucek; Katherine; (Deer
Park, IL) ; Lawrence; Richard; (San Diego, CA)
; Fama; Jason; (San Carlos, CA) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Talkdesk, Inc. |
San Francisco |
CA |
US |
|
|
Family ID: |
1000004440637 |
Appl. No.: |
16/668249 |
Filed: |
October 30, 2019 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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16666498 |
Oct 29, 2019 |
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16668249 |
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Current U.S.
Class: |
1/1 |
Current CPC
Class: |
H04M 2203/401 20130101;
H04M 3/5175 20130101 |
International
Class: |
H04M 3/51 20060101
H04M003/51 |
Claims
1. A method for configuring a quality management system for a
contact center comprising: interfacing with a contact center by a
quality management system; determining a plurality of teams
associated with the contact center by the quality management
system; retrieving contact center data for each team from the
contact center by the quality management system; for at least one
team of the plurality of teams, determining a quality form template
for the team based on the contact center data by the quality
management system; and presenting the determined quality form
template for the at least one team for confirmation by the quality
management system.
2. The method of claim 1, wherein interfacing with the contact
center by the quality management system comprises: requesting
credentials from a user associated with the contact center; and
interfacing with the contact center using the requested
credentials.
3. The method of claim 1, further comprising: determining a
plurality of agents associated with the contact center by the
quality management system; retrieving presence data for each agent
from the contact center by the quality management system, wherein
the presence data for an agent comprises a plurality of agent
activities and each agent activity is associated with a time; for
at least one agent of the plurality of agents, determining a
coaching frequency based on the presence data for the at least one
agent; and presenting the determined coaching frequency for
confirmation.
4. The method of claim 1, further comprising: determining a
plurality of agents associated with the contact center; retrieving
presence data for each agent from the contact center by the quality
management system, wherein the presence data for an agent comprises
a plurality of events and each event is associated with a time; for
at least one agent of the plurality of agents, determining an
evaluation frequency based on the presence data for the at least
one agent; and presenting the determined evaluation frequency for
confirmation.
5. The method of claim 4, wherein the evaluation frequency is a
self-evaluation frequency.
6. The method of claim 1, wherein interfacing with the contact
center by the quality management system comprises: requesting
credentials from a user associated with the contact center; and
interfacing with the contact center using the requested
credentials.
7. The method of claim 1, wherein the quality form template
comprises a plurality of questions.
8. A system comprising: at least one processor; and a
non-transitory computer readable medium comprising instructions
that, when executed by the at least one processor, cause the system
to: interface with a contact center; determine a plurality of teams
associated with the contact center; retrieve contact center data
for each team from the contact center; for at least one team of the
plurality of teams, determine a quality form template for the team
based on the contact center data; and presenting the determined
quality form template for the at least one team for
confirmation.
9. The system of claim 8, wherein interfacing with the contact
center comprises: requesting credentials from a user associated
with the contact center; and interfacing with the contact center
using the requested credentials.
10. The system of claim 8, further comprising instructions that,
when executed by the at least one processor, cause the system to:
determine a plurality of agents associated with the contact center;
retrieve presence data for each agent from the contact center,
wherein the presence data for an agent comprises a plurality of
agent activities and each agent activity is associated with a time;
for at least one agent of the plurality of agents, determine a
coaching frequency based on the presence data for the at least one
agent; and present the determined coaching frequency for
confirmation.
11. The system of claim 8, further comprising instructions that,
when executed by the at least one processor, cause the system to:
determine a plurality of agents associated with the contact center;
retrieve presence data for each agent from the contact center,
wherein the presence data for an agent comprises a plurality of
events and each event is associated with a time; for at least one
agent of the plurality of agents, determine an evaluation frequency
based on the presence data for the at least one agent; and present
the determined evaluation frequency for confirmation.
12. The system of claim 11, wherein the evaluation frequency is a
self-evaluation frequency.
13. The system of claim 8, wherein interfacing with the contact
center comprises: requesting credentials from a user associated
with the contact center; and interfacing with the contact center
using the requested credentials.
14. The system of claim 8, wherein the quality form template
comprises a plurality of questions.
15. A non-transitory computer readable medium comprising
instructions that, when executed by at least one processor, cause a
computer system to: interface with a contact center; determine a
plurality of teams associated with the contact center; retrieve
contact center data for each team from the contact center; for at
least one team of the plurality of teams, determine a quality form
template for the team based on the contact center data; and
presenting the determined quality form template for the at least
one team for confirmation.
16. The computer readable medium of claim 15, wherein interfacing
with the contact center comprises: requesting credentials from a
user associated with the contact center; and interfacing with the
contact center using the requested credentials.
17. The computer readable medium of claim 15, further comprising
instructions that, when executed by the at least one processor,
cause the computer system to: determine a plurality of agents
associated with the contact center; retrieve presence data for each
agent from the contact center, wherein the presence data for an
agent comprises a plurality of agent activities and each agent
activity is associated with a time; for at least one agent of the
plurality of agents, determine a coaching frequency based on the
presence data for the at least one agent; and present the
determined coaching frequency for confirmation.
18. The computer readable medium of claim 15, further comprising
instructions that, when executed by the at least one processor,
cause the computer system to: determine a plurality of agents
associated with the contact center; retrieve presence data for each
agent from the contact center, wherein the presence data for an
agent comprises a plurality of events and each event is associated
with a time; for at least one agent of the plurality of agents,
determine an evaluation frequency based on the presence data for
the at least one agent; and present the determined evaluation
frequency for confirmation.
19. The computer readable medium of claim 18, wherein the
evaluation frequency is a self-evaluation frequency.
20. The computer readable medium of claim 15, wherein interfacing
with the contact center comprises: requesting credentials from a
user associated with the contact center; and interfacing with the
contact center using the requested credentials.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of U.S. patent
application Ser. No. 16/666,498 filed on Oct. 29, 2019, entitled
"SYSTEMS AND METHODS FOR QUALITY MANAGEMENT SYSTEM DEPLOYMENT." The
contents of which are hereby incorporated by reference.
BACKGROUND
[0002] The initial deployment and configuration of a contact center
quality management (QM) application is typically a time-consuming
process often taking weeks or months. Within a QM application,
users must be set up manually (agents, evaluators/quality analysts,
supervisors/managers, admins, etc.) as well as the creation and
association of things like queues/skills, teams, and quality forms
(evaluation templates) is also done manually. The inability of QM
applications to configure these items quickly and automatically
leads to a large amount of work for QM administrators to collect,
interpret, and input the necessary information.
SUMMARY
[0003] A system for quickly deploying a QM application in contact
centers is provided. A user or administrator can quickly install a
QM application on a deployment server. The administrator can
provide QM application access to the contact center routing system
where the QM application can import data from the contact center
routing system about one or more customers, agents, queues, teams,
and any other information or items typically associated with
contact center application setup. The imported data may also
include presence data about the agents, teams, and customers. Based
on the imported data, the QM application may execute one or more
workflows to automatically determine information such as evaluation
frequency and coaching frequency about the agents and teams, or to
create or select quality forms to use for the evaluation of one or
more agents, teams, or contacts.
[0004] As may be appreciated, the QM deployment systems and methods
described herein provide many advantages over the prior art. By
leveraging the information that is already part of the contact
center routing system used by an entity, the QM application can be
easily and quickly deployed without significant input from an
administrator. Accordingly, the QM deployment systems and
applications described herein can save these entities significant
time and money.
[0005] In an embodiment, a method for configuring an application
for a contact center is provided. The method includes: interfacing
with a contact center by an application; receiving contact center
data from the contact center by the application; receiving a
selection of an item of the application to configure by the
application; based on the selected item, selecting a workflow
corresponding to the selected item by the application; and
configuring the item of the application automatically using the
selected workflow and the contact center data by the
application.
[0006] Implementations may include some or all of the following
features. The application is a QM application. Configuring the item
of the application automatically using the selected workflow and
the contact center data by the application may include configuring
one or more evaluation frequencies. Configuring the item of the
application automatically using the selected workflow and the
contact center data by the application may include configuring one
or more coaching frequencies. Configuring the item of the
application automatically using the selected workflow and the
contact center data by the application may include configuring one
or more calibration frequencies. Configuring the item of the
application automatically using the selected workflow and the
contact center data by the application may include configuring one
or more forms. Interfacing with the contact center by the
application may include: requesting credentials from a user
associated with the contact center; and interfacing with the
contact center using the requested credentials.
[0007] In an embodiment, a method for configuring a quality
management system for a contact center is provided. The method
includes: interfacing with a contact center by a quality management
system; determining a plurality of agents associated with the
contact center by the quality management system; retrieving
presence data for each agent from the contact center, wherein the
presence data for an agent comprises a plurality of events and each
event is associated with a time; for at least one agent of the
plurality of agents, determining an evaluation frequency based on
the presence data for the at least one agent by the quality
management system; and presenting the determined evaluation
frequency for confirmation by the quality management system.
[0008] Implementations may include some or all of the following
features. Determining the evaluation frequency based on the
presence data for the at least one agent may include: inferring,
from the presence data, a seniority for the at least one agent; and
determining the evaluation frequency for the at least one agent
based on determined seniority. The events may include one or more
of computer logins, computer logouts, communications, and
application activities. The method may further include, for the at
least one agent of the plurality of agents, determining, based on
the presence data, a coaching frequency for the at least one agent.
The evaluation frequency may include a self-evaluation frequency.
The method may further include determining a plurality of teams
associated with the contact center; retrieving contact center data
for each team from the contact center; for at least one team of the
plurality of teams, recommending a quality form for the team based
on the contact center data. Interfacing with the contact center by
the quality management system may include: requesting credentials
from a user associated with the contact center; and interfacing
with the contact center using the requested credentials.
[0009] In an embodiment, a method for configuring a quality
management system for a contact center is provided. The method
includes: interfacing with a contact center by a quality management
system; determining a plurality of agents associated with the
contact center by the quality management system; retrieving
presence data for each agent from the contact center by the quality
management system, wherein the presence data for an agent comprises
a plurality of events and each event is associated with a time; for
at least one agent of the plurality of agents, determining a
coaching frequency based on the presence data for the at least one
agent by the quality management system; and presenting the
determined coaching frequency for confirmation by the quality
management system.
[0010] Implementations may include some or all of the following
features. Determining the coaching frequency based on the presence
data for the at least one agent may include: inferring, from the
presence data, a seniority for the at least one agent; and
determining the coaching frequency for the at least one agent based
on determined seniority. The events may include one or more of
computer logins, computer logouts, communications, and application
activities. The method may further include: for the at least one
agent of the plurality of agents, determining, based on the
presence data, an evaluation frequency for the at least one agent.
The evaluation frequency comprises a self-evaluation frequency. The
method may further include: determining a plurality of teams
associated with the contact center; retrieving contact center data
for each team from the contact center; for at least one team of the
plurality of teams, recommending a quality form template for the
team based on the contact center data. Interfacing with the contact
center by the quality management system may include: requesting
credentials from a user associated with the contact center; and
interfacing with the contact center using the requested
credentials.
[0011] In an embodiment, a method for configuring a quality
management system for a contact center is provided. The method
includes: interfacing with a contact center by a quality management
system; determining a plurality of teams associated with the
contact center by the quality management system; retrieving contact
center data for each team from the contact center by the quality
management system; for at least one team of the plurality of teams,
determining a quality form template for the team based on the
contact center data by the quality management system; and
presenting the determined quality form template for the at least
one team for confirmation by the quality management system.
[0012] Implementations may include some or all of the following
features. Interfacing with the contact center by the quality
management system may include: requesting credentials from a user
associated with the contact center; and interfacing with the
contact center using the requested credentials. The method may
further include: determining a plurality of agents associated with
the contact center by the quality management system; retrieving
presence data for each agent from the contact center by the quality
management system, wherein the presence data for an agent comprises
a plurality of agent activities and each agent activity is
associated with a time; for at least one agent of the plurality of
agents, determining a coaching frequency based on the presence data
for the at least one agent; and presenting the determined coaching
frequency for confirmation. The method may further include:
determining a plurality of agents associated with the contact
center; retrieving presence data for each agent from the contact
center by the quality management system, wherein the presence data
for an agent comprises a plurality of events and each event is
associated with a time; for at least one agent of the plurality of
agents, determining an evaluation frequency based on the presence
data for the at least one agent; and presenting the determined
evaluation frequency for confirmation. The evaluation frequency may
be a self-evaluation frequency. Interfacing with the contact center
by the quality management system may include: requesting
credentials from a user associated with the contact center; and
interfacing with the contact center using the requested
credentials. The quality form template may include a plurality of
questions.
[0013] Other systems, methods, features and/or advantages will be
or may become apparent to one with skill in the art upon
examination of the following drawings and detailed description. It
is intended that all such additional systems, methods, features
and/or advantages be included within this description and be
protected by the accompanying claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0014] The components in the drawings are not necessarily to scale
relative to each other. Like reference numerals designate
corresponding parts throughout the several views.
[0015] FIG. 1 is an illustration of an example system
architecture;
[0016] FIG. 2 is an illustration of an example environment for
installing and configuring a QM application;
[0017] FIG. 3 is an illustration of an example method for
configuring a QM system;
[0018] FIG. 4 is an illustration of an example method for
automatically configuring items for a QM application based on data
received from a contact center routing system;
[0019] FIGS. 5-7 are illustrations of example methods for
automatically configuring a QM application based on data received
from a contact center routing system;
[0020] FIG. 8 is an illustration of an example method for
automatically configuring a QM application using workflows;
[0021] FIG. 9 is an illustration of an example method for
generating a template; and
[0022] FIG. 10 illustrates an example computing device.
DETAILED DESCRIPTION
[0023] Unless defined otherwise, all technical and scientific terms
used herein have the same meaning as commonly understood by one of
ordinary skill in the art. Methods and materials similar or
equivalent to those described herein can be used in the practice or
testing of the present disclosure. While implementations will be
described within the context of a cloud-based contact center
routing system, it will become evident to those skilled in the art
that the implementations are not limited thereto.
[0024] FIG. 1 is an example system architecture 100, and
illustrates example components, functional capabilities and
optional modules that may be included in a cloud-based contact
center infrastructure solution. Customers 110 interact with a
contact center 150 using voice, email, text, and web interfaces in
order to communicate with the agents 120 through a network 130 and
one or more of text or multimedia channels. The platform that
controls the operation of the contact center 150 including the
routing and handling of communications between customers 110 and
agents 120 for the contact center 150 is referred to herein as the
contact routing system 153. Depending on the embodiment, the
contact routing system 153 could be any of a contact center as a
service (CCaS) system, an automated call distributor (ACD) system,
or a case system, for example. Depending on the embodiment, a
customer 110 may refer to purchaser of the contact routing system
153 and/or the QM application 260, or a user or entity that
communicates with the contact routing system 153, for example.
[0025] The agents 120 may be remote from the contact center 150 and
handle communications with customers 110 on behalf of an
enterprise. The agents 120 may utilize devices, such as but not
limited to, work stations, desktop computers, laptops, telephones,
a mobile smartphone and/or a tablet. Similarly, customers 110 may
communicate using a plurality of devices, including but not limited
to, a telephone, a mobile smartphone, a tablet, a laptop, a desktop
computer, or other. For example, telephone communication may
traverse networks such as a public switched telephone networks
(PSTN), Voice over Internet Protocol (VoIP) telephony (via the
Internet), a Wide Area Network (WAN) or a Large Area Network (LAN).
The network types are provided by way of example and are not
intended to limit types of networks used for communications.
[0026] In some embodiments, the agents 120 may be assigned to one
or more queues. The agents 120 assigned to a queue may handle
communications that are placed in the queue by the contact routing
system 153. For example, there may be queues associated with a
language (e.g., English or Chinese), topic (e.g., technical support
or billing), or a particular country of origin. When a
communication is received by the contact routing system 153, the
communication may be placed in a relevant queue, and one of the
agents 120 associated with the relevant queue may handle the
communication.
[0027] The agents 120 of a contact center 150 may be further
organized into one or more teams. Depending on the embodiment, the
agents 120 may be organized into teams based on a variety of
factors including, but not limited to, skills, location,
experience, assigned queues, associated or assigned customers 110,
and shift. Other factors may be used to assign agents 120 to
teams.
[0028] Entities that employ workers such as agents 120 typically
use a QM system. QM systems are typically used to ensure that the
agents 120 are providing customers 110 with a high-quality product
or service. The QM systems do this by determining when and how to
evaluate, train, and coach each agent 120 based on seniority, team
membership, or associated skills as well as quality of performance
while handling customer 110 interactions. The QM systems may
further generate and provide surveys or questionnaires to customers
110 to ensure that they are satisfied with the service being
provided by the contact center 150.
[0029] As may be appreciated, initially gathering and providing the
information needed by a QM system may be a time-consuming task.
Accordingly, to solve this problem, the environment 100 further
includes a QM application 260 that may be quickly deployed. The
workings of both the application will be described in further
detail with respect to FIG. 2.
[0030] Initially, when an administrator associated with a contact
routing system 153 desires to set up a QM system, the administrator
may first create or designate what is referred to as a deployment
server 170. The deployment server 170 executing the QM application
260 may be the QM system for the contact center 150. Note that
depending on the embodiment, the QM system may be implemented on
its own deployment server 170. In addition, some or all of the
contact routing system 153 or the QM system may be implemented
together on the same computer, deployment server 170, or
cloud-computing environment. An example deployment server 170 is
the computing system 1100 illustrated with respect to FIG. 11.
[0031] After creating the deployment server 170, the administrator
may then cause the QM application 260 to be installed on the
deployment server 170 by an application server 160. Depending on
the embodiment, the application server 160 may function similar to
an "app store" where the administrator of the contact center 150
may view the applications (including the application 260) that are
available for download. After selecting the QM application 260, the
application server 160 may cause the application 260 to be
installed on the deployment server 170.
[0032] In order to configure the QM application 260, rather than
have the administrator configure the application 260 from scratch,
the application 260 may be configured to interface with, and
retrieve data from, the contact routing system 153. As may be
appreciated, because the contact routing system 153 already
includes data that is relevant to the QM application 260 (e.g.,
information on agents 120 and information on customers 110), it may
be desirable to import the data directly from the contact routing
system 153.
[0033] After the relevant data has been imported into the QM
application 260 the application may have one or more workflows that
can be executed by the administrator to automatically set up and
configure the application using the imported data. Each workflow
may attempt to configure the associated application from the
imported data with as little input from the administrator as
possible. At the end of each workflow, the administrator may be
asked to confirm or accept any proposed configurations or settings
suggested by the workflow.
[0034] For example, with respect to the QM application 260, there
may be workflows that infer, for each agent 120, team of agents
120, or customer 110, settings such as evaluation frequency and
coaching frequency. The workflows may further recommend QM forms to
use for each agent 120, team, or customer 110. The particular
workflows will be described further with respect to FIG. 2.
[0035] As may be appreciated, the embodiments described herein are
not limited to configuring QM applications 260 using data imported
from a contact routing system 153. Other sources of data may be
used. For example, the application 260 may import data from a
variety of systems including, but not limited to, customer
relationship management systems and document management systems.
Other systems may be included.
[0036] FIG. 2 is an illustration of an example environment 200 for
installing and configuring a QM application 260. As shown, the
environment 200 includes a deployment server 170, a contact routing
system 153, and an administrator 290. Depending on the embodiment,
each of the contact routing system 153, deployment server 170, and
administrator 290 may be implemented together or separately by one
or more general purpose computing devices such as the computing
system 1000 illustrated with respect to FIG. 10.
[0037] The administrator 290 may cause the QM application 260 to be
installed on the deployment server 170. As part of the
configuration process, the administrator 290 may allow the QM
application 260 to access the contact routing system 153. For
example, the administrator 290 may provide credentials (e.g., login
and password) to the QM application 260, and the QM application 260
may use an API to access the contact routing system 153 using the
credentials. Other methods for accessing a contact routing system
153 (or other data source) may be used.
[0038] The QM application 260 may initially download contact center
data 159 and may begin using the contact center data 159 to
configure the QM application 260 for the administrator 290.
Depending on the embodiment, the contact center data 159 may
include information about the contact center 150 such as
information about the agents 120, teams that the agents 120 are
organized into, queues associated with the contact center 150,
contacts 110 associated with the contact center 150, skills
associated with the agents 120 and queues, historical contact data
(e.g., historical data for each queue about the volume of contacts,
handling times, etc.), seniority information about each agent 120,
and event types.
[0039] The contact center data 159 may further include information
about employees (e.g., supervisors or evaluators) who are
responsible for evaluating agents 120 and providing coaching, any
verticals associated with the business of the entity that controls
the contact center 150, any departments that the employees and
agents 120 may be divided into, and any historical QM forms that
may have been used by the entity at the contact center 150. Other
information such as location/region associated with agents 120 may
be included in the contact center data 159.
[0040] The QM application 260 may use some or all of the contact
center data 159 to begin setting up the QM application 260 for the
administrator 290. For example, the QM application 260 may extract
all of the agents 120 and employees associated with the contact
center 150, their seniority (based on hire date) and/or their
geographical location or region and may enter them into the QM
application 260. The QM application 260 may similarly, extract
information such as the customers 110 associated with the contact
center 150, the queues associated with the contact center 150, and
any teams associated with the contact center 150.
[0041] In some implementations, the QM application 260 may provide
a graphical-user interface (GUI) through which the administrator
290 can review and control what information is imported into the QM
application 260 from the contact center data 159. For example, the
QM application 260 may ask the administrator 290 to confirm each
agent 120, contact 110, team, or employee that it extracts from the
contact center 150. Depending on the embodiment, the administrator
290 may also use the GUI to add any additional information to the
QM application 260 including any agents 120, customers 110, teams,
or queues that the QM application 260 was unable to extract from
the contact center data 159.
[0042] As may be appreciated, by initially configuring the QM
application 260 automatically using the contact center data 159, a
great amount of time and energy is saved by the administrator 290.
Previously, to configure a QM application 260, the administrator
290 would have had to manually add each setting and each agent 120,
contact 110, queue, or team to the QM application 260.
[0043] In addition to the automatic importing of certain contact
center data 159. The QM application 260 described herein may use
one or more workflows to infer additional QM application 260 items
or settings to further reduce the amount of time that the
administrator 290 may spend configuring the application. The QM
application 260 may infer the items or settings from the contact
center data 159.
[0044] An important area of a QM application 260 that also tends to
be time-consuming for an administrator 290 to configure is the
setup of quality evaluation forms (sometimes also referred to as
scoring templates or scorecards) that will be used for
evaluating/scoring agent performance while handling customer
interactions. The first part is operational as consensus must be
reached on the key metrics to measure in order to drive performance
improvements and to increase the quality of customer experiences
(i.e. what criteria will be used/what questions will be asked on
the evaluation form).
[0045] The second challenge is the feasibility of creating/building
the evaluation form template within the QM system itself. This can
be a complex and time-consuming process if the QM evaluation form
is not built with user experience in mind and the interface is not
user-friendly or intuitive. This QM application 260 will have the
ability to auto-suggest form templates to be selected for
publishing (either "as is" or with some further tweaks/edits by the
administrator) and used for evaluation purposes. If one or more of
the auto-suggested templates (recommended by the QM application
260) is not chosen during initial setup, they will be available
later for manual selection from a library of form templates. These
form templates will vary in content (i.e. types of sections,
questions, and response options) based on criteria including but
not limited to: industry vertical (e.g. healthcare vs. finance vs.
retail, etc.), type of assessment (e.g. phone vs. digital
channels), and line of business/department (e.g. sales vs.
support). This information will be inferred based on the contact
center data 159 which was imported from the contact routing system
153 during initial setup of the QM application 260. This contact
center data 159 used for inferring form template type will include
but not be limited to entities such as: team name, queue name, as
well as geographical location/region and/or seniority date of the
agents 120 assigned to a team or queue.
[0046] For example, for teams with team names that include "Inbound
Calls" or "Outbound Calls" and are assigned to queues with queue
names including "Sales", the QM application 260 will auto-suggest
the form template "Phone--Retail/Sales" targeted towards the retail
industry, and containing sales-related question content such as
"did the agent offer product X with service Y in an attempt to
up-sell/cross-sell the caller?" Another example could be teams with
team names including "Banking" or "Compliance" assigned to queues
with queue names including "Customer Service" in which case the QM
application 260 would auto-suggest a form template such as
"Phone--Finance/Customer Service" containing question content
tailored for the Finance industry centered around compliance, which
would contain question content such as: "If the customer asked
where the agent was located, did the agent provided them with an
accurate answer?" Form templates will be auto-suggested by the QM
application 260 with the administrator 290 having the ability to
accept or decline the auto-suggested form templates. Accepting or
declining can be for either all auto-suggested templates or certain
selected ones (one or more). If all auto-suggested templates are
declined, the administrator will be presented with a message asking
if a Generic form template should be used (can accept or decline
it). Either decision (accept or decline) can be changed later as
the administrator 290 will have the ability to go into the
configuration area of the QM application 260 to manually select one
or more form templates from the template library at any time.
Furthermore, form templates accepted during initial setup can be
modified at any time in order to change the form name, description,
team assignment, section names, question type and content, option
choices for responses/answers, and associated point values. The
intent is to speed up the initial form setup process and reduce
administrator 290 effort as part of the QM application 260
configuration.
[0047] The QM application 260 may also infer the one or more items
from what is referred to herein as presence data 155. Depending on
the embodiment, the presence data 155 may include a plurality of
events associated with each agent 120 or customer 110, and each
event may be associated with a time. For an agent 120, the events
may include logging in or out of a computer, receiving or
responding to a communication such as an email or telephone call,
and updating a record in an application, for example. Other types
of events may be supported.
[0048] In some embodiments, the presence data 155 may be received
from the contact routing system 153 by the QM application 260.
Alternatively, or additionally, the presence data 155 may be
extracted from the contact center data 159. The events included in
the presence data 155 may be selected by the administrator 290, for
example.
[0049] For a customer 110, the events may include sending a
communication to the contact center 150, receiving a communication
from the contact center 150, and interacting with an agent 120.
Other types of events may be supported.
[0050] The QM application 260 may use workflows to infer one or
more items such as evaluation frequencies 263, coaching frequencies
265, calibration frequencies 266, and QM forms 267. Other
configurable items may be configured using a workflow.
[0051] With respect to evaluation frequencies 263, the QM
application 260 may ask the administrator 290 (using the GUI)
whether agents 120 across all teams have the same evaluation
frequency or whether this differs by team. If an administrator 290
answers that it differs by team, then the QM application 260 may
ask the administrator 290 if each agent 120 within a particular
team has the same evaluation frequency 263 (e.g., once a week, once
a month, or once a quarter). Evaluation frequency 263 may refer to
one or both of self-evaluations and evaluations performed by a
superior. If the administrator 290 answers affirmatively, the QM
application 260 may request the evaluation frequency 263 for the
agents 120 in that team from the administrator 290. The QM
application 260 may then consider the next team of the contact
center 150 repeating through all available teams.
[0052] If the administrator 290 answers negatively (i.e., each
agent 120 does not have the same evaluation frequency 263), the QM
application 260, for each agent 120 of the team, may use the
contact center data 159 and/or the presence data 155 to determine
the evaluation frequency 263 for the agent 120.
[0053] In one embodiment, the QM application 260 may use the
contact center data 159 and/or the presence data 155 to determine
the seniority of an agent 120 and may determine the evaluation
frequency 263 of the agent 120 based on the seniority of the agent
120. For example, the contact center data 159 may indicate a start
date for the agent 120, or the presence data 155 may indicate the
earliest date that the agent 120 logged into the contact routing
system 153 of the contact center 150. The QM application 260 may
use the start date of the agent 120 to determine the seniority of
the agent 120.
[0054] After determining the seniority of the agent 120, the QM
application 260 may use one or more rules to determine the
evaluation frequency of 263 of the agent 120 based on the
seniority. An example rule is an evaluation frequency 263 of twice
a month for agents 120 with a seniority of less than a year, and an
evaluation frequency 263 of once a month for agents 120 with a
seniority of more than a year. The rules used to determine the
evaluation frequency 263 may be set by the administrator 290 or may
be based on one or more industry standards, for example.
[0055] After the QM application 260 infers evaluation frequencies
263 for the agents 120 in a team, the QM application 260 may
present the determined evaluation frequencies 263 for each agent
120 to the administrator 290 through the GUI. The administrator 290
may then accept or modify the evaluation frequencies 263 for each
agent 120.
[0056] With respect to coaching frequencies 265, the QM application
260 may ask the administrator 290 (using the GUI) whether agents
120 across all teams have the same coaching frequency or whether
this differs by team. If an administrator 290 answers that it
differs by team, then the QM application 260 may ask the
administrator 290 if each agent 120 within a team has the same
coaching frequency 265 (e.g., once a month, once a quarter, or once
a year). Coaching frequency 265 may refer to how often an agent 120
meets with a superior to receive coaching on a particular topic. If
the administrator 290 answers affirmatively, the QM application 260
may request the coaching frequency 265 for the agents 120 in the
team from the administrator 290. The QM application 260 may then
consider the next team of the contact center 150 repeating through
all available teams.
[0057] If the administrator 290 answers negatively (i.e., each
agent 120 does not have the same coaching frequency 265), the QM
application 260, for each agent 120 of the team, may use the
contact center data 159 and/or the presence data 155 to determine
the coaching frequency 265 for the agent 120.
[0058] Similar to the evaluation frequency 263, the QM application
260 may use the contact center data 159 and/or the presence data
155 to infer the seniority of an agent 120 and may determine the
coaching frequency 265 of the agent 120 based on the seniority of
the agent 120.
[0059] After inferring the seniority of the agent 120, the QM
application 260 may use one or more rules to determine the coaching
frequency of 265 of the agent 120 based on the seniority. The rules
used to determine the coaching frequency 265 may be set by the
administrator 290 or may be based on one or more industry
standards, for example.
[0060] After the QM application 260 infers coaching frequencies 265
for the agents 120 in a team, the QM application 260 may present
the determined coaching frequencies 265 for each agent 120 to the
administrator 290 through the GUI. The administrator 290 may then
accept or modify the coaching frequencies 265 for each agent
120.
[0061] With respect to calibration frequencies 266, each QM form
used by the QM application 260 may be periodically calibrated by
one or more supervisors to ensure that everyone has the same
understanding of the questions on the QM form 267. QM forms 267 may
be used by various supervisors to grade the performance of agents
120 and other employees of the contact center 150. By periodically
calibrating the QM forms 267, the QM application 260 may ensure
that the questions of the QM form 267 are being interpreted and
applied the same way by each supervisor.
[0062] To set the calibration frequencies 266, the QM application
260 may ask the administrator 290 (using the GUI) whether a
standard set of QM forms are to be used for the QM application 260.
If the administrator 290 answers affirmatively, the QM application
260 may request the QM forms 267 from the administrator 290 and may
prompt the administrator 290 to enter the calibration frequencies
266 for each QM form 267.
[0063] If the administrator 290 answers negatively (i.e., there is
no standard set of QM forms), the QM application 260 may use the
contact center data 159 to determine the calibration frequencies
266 for each QM form 267.
[0064] As described above, one or more QM forms used by the contact
center 150 may be indicated in the contact center data 159. For
each indicated QM form 267, the QM application 260 may infer a
calibration frequency 266 for the form 267 using one or more rules
that relate characteristics of the form to one or more calibration
frequencies 266. The characteristics may include form type, form
complexity, etc. Depending on the embodiment, the one or more rules
may be set by the administrator 290 or may be default rules
associated with the QM application 260.
[0065] After the QM application 260 infers a calibration frequency
266 for each QM form 267, the QM application 260 may present the
determined QM forms 267 and calibration frequencies 266 to the
administrator 290 through the GUI. The administrator 290 may then
accept or modify the calibration frequencies 266 and may accept or
reject some or all of the determined QM forms 267.
[0066] FIG. 3 is an illustration of an example method 300 for
configuring a QM system. The method 300 may be performed by the QM
application 260. Depending on the embodiment, an administrator 290
may have installed the QM application 260, and the method 300 may
configure one or more items of the QM application 260 using contact
center data 159 and presence data 155 automatically downloaded from
a contact routing system 153.
[0067] At 301, an item is selected to configure. The item may be a
configurable item or setting of the QM application 260. For the QM
application 260, configurable items may include evaluation
frequency 263, coaching frequency 265, calibration frequency 266,
and QM forms 267. Other configurable items may be supported.
Depending on the embodiment and items, the items may be
configurable per agent 120, per customer 110, or per team, for
example. The item may be selected automatically by the QM
application 260, or may be selected by a user (e.g., administrator
290) using a GUI.
[0068] At 303, a team is selected. The team may be a group of
agents 120 and may be selected by the administrator 290 through the
GUI. Alternatively, the team may be selected automatically (i.e.,
without user input) by the QM application 260. Depending on the
embodiment, the teams may be teams of the contact center 150 and
may have been determined from contact center data 159 downloaded
from the contact routing system 153. Because the teams were
determined from the contact center data 159, the administrator 290
did not have to manually enter the teams (and associated agents
120) into the QM application 260.
[0069] At 305, a determination is made as to whether the selected
item has a simple configuration with respect to the team. Depending
on the embodiment, the QM application 260 may make the
determination by asking the administrator 290 using the GUI.
[0070] Whether or not an item has a simple configuration may be
dependent on the item. Generally, an item has a simple
configuration if all agents 120 associated with the team have the
same value or setting for the item. For example, for an item such
as evaluation frequency 263, the item may have a simple
configuration if all agents 120 of the team have the same
evaluation frequency (e.g., once a month).
[0071] If the administrator 290 indicates that the item has a
simple configuration, the method 300 may continue at 307. Else, the
method 300 may continue at 309.
[0072] At 307, user input is received and the item is configured.
Because the configuration was determined to be simple, the item may
be configured by the QM application 260 asking the administrator
290 to provide a value for the item (through the GUI). User input
including the value may be received from the administrator 290 and
may be used by the QM application 260 to configure the item for all
agents 120 associated with the team.
[0073] For example, the administrator 290 may provide the value
"monthly" as the evaluation frequency 263 for the agents 120 in the
team. The QM application 260 may then configure the evaluation
frequency 263 to "monthly" for all agents 120 in the team.
[0074] At 309, automatic configuration of the item is performed.
The automatic configuration of the item may be performed by the QM
application 260 using one or both of the contact center data 159 or
the presence data 155. In particular, the item may be configured by
the QM application 260, for each agent 120 of the team, inferring
the value of the item from the contact center data 159 or the
presence data 155. The value may be inferred using a workflow
associated with the item.
[0075] Continuing the example above, for an item such as the
evaluation frequency 263, the QM application 256, for each agent
120 in the team, may analyze the presence data 155 associated with
the agent 120 to determine events such as logins and application
usage, that may indicate the date when the agent 120 first started
working for the contact center 150. Based on the determined date
the QM application 260 may infer the seniority of the agent 120.
The evaluation frequency 263 for the agent 120 may be based on the
inferred seniority.
[0076] At 311, a user review is performed. The user review may be
performed by the QM application 260. Depending on the embodiment,
the QM application 260 may display the proposed configuration for
the item with respect to each agent 120 in the team to the
administrator 290, and the administrator 290 may approve the
configurations, or may provide different values to use for some or
all of the proposed item configurations.
[0077] At 313, a determination is made of whether there are more
teams that the selected item may be configured for. The
determination may be made by the QM application 260. If there are
more teams, then the method 300 may return to 303 where a new team
may be selected. Else, the method 300 may continue at 315.
[0078] At 315, a determination is made of whether there are more
items that may be configured. The determination may be made by the
QM application 260. If there are more items, then the method 300
may return to 301 where a new item may be selected. Else, the
method 300 may exit at 317.
[0079] FIG. 4 is an illustration of an example method 400 for
automatically configuring items for a QM application 260 based on
data received from a contact routing system 153. The method 400 may
be implemented by the QM application 260.
[0080] A 410, a contact routing system is interfaced with. The QM
application 260 may interface with the contact routing system 153
using credentials provided by the administrator 290.
[0081] At 415, contact center data 159 is received. The contact
center data 159 may be received by the QM application 260 from the
contact routing system 153 through the interface.
[0082] At 420, a selection of an item to configure is received. The
selection of the item may be received by the QM application 260
from an administrator 290 through a GUI. The GUI may be used by the
administrator 290 to configure the QM application 260.
[0083] The selected item may be a configurable item associated with
the QM application 260 and may include evaluation frequency 263,
coaching frequency 165, calibration frequency 266, and QM forms
267. Other items may be configured. The configurable items may be
related to agents 120, teams, or customers 110 associated with the
contact center 150.
[0084] At 425, a workflow corresponding to the selected item is
selected. The workflow may be selected by the QM application 260
from a plurality of workflows.
[0085] At 430, the selected item is configured automatically using
the selected workflow and the contact center data. The selected
item may be configured by the QM application 260. Depending on the
embodiment, the item may be configured also using presence data 155
and/or seniority, skills, and verticals determined from the contact
center data 159.
[0086] FIG. 5 is an illustration of an example method 500 for
automatically configuring a QM application 260 based on data
received from a contact routing system 153. The method 500 may be
implemented by the QM application 260.
[0087] At 510, a contact routing system is interfaced with. A QM
application 260 may interface with the contact routing system 153
as part of configuring the QM application 260. In some embodiments,
an entity or administrator 290 associated with the contact center
150 may have determined to create and configure a QM system to
ensure that the agents 120 of the contact center 150 are providing
high quality service to the customers 110 of the contact center
150. Accordingly, the administrator 290 may have caused an instance
of the QM application 260 to be installed on a deployment server
170. The deployment server 170 executing the QM application 260 may
be referred to as the QM server.
[0088] At 515, a plurality of agents associated with the contact
center are determined. The plurality of agents 120 may be
determined by the QM application 260 from contact center data 159
received from the contact routing system 153. Depending on the
embodiment, the QM application 260 may further determine teams
associated with the contact center 150 and may determine agents 120
associated with each team.
[0089] At 520, presence data associated with each agent is
received. The presence data 155 may be received by the QM
application 260 from the contact routing system 153. Depending on
the embodiment, the presence data 155 for an agent 120 may include
a plurality of events, and each event may be associated with a
time. The presence data 155 may be part of the contact center data
159 or may be received separately from the contact routing system
153. Depending on the embodiment, the QM application 260 may
determine one or more of seniority, skills, and verticals for the
agents 120 from the contact center data 159.
[0090] At 525, for at least one agent of the plurality of agents,
an evaluation frequency may be determined. The evaluation frequency
263 may be determined by the QM application 260 using the presence
data 155 associated with the at least one agent 120.
[0091] The evaluation frequency 263 for an agent 120 may be the
frequency at which the performance of the agent 120 is evaluated or
measured. The evaluation frequency 263 may include evaluations that
are performed by superiors of the agent 120 as well as evaluations
performed by the agent 120 (i.e., self-evaluations). By regularly
evaluating agents 120 of the contact center 150 the QM application
260 can ensure that the agents 120 continue to provide high-quality
service to customers 110 of the contact center 150.
[0092] In some embodiments, the QM application 260 may determine
the evaluation frequency 263 using the presence data 155. In
particular, the QM application 260 may use the presence data 155 to
infer the seniority of the agent based on the first time the agent
120 is associated with an event such as a login into a computer or
the use of an application. The time associated with the event may
be used to estimate the seniority of the agent 120. The seniority
of the agent 120 may then be used to select the evaluation
frequency for the agent 120 according to guidelines or rules for
setting evaluation frequencies 263. Generally, the greater the
determined seniority of the agent 120, the lower the evaluation
frequency 263.
[0093] Alternatively, the QM application 260 may determine the
evaluation frequency 263 from one or more of seniority, skills, and
verticals for the agent 120 determined from the contact center data
159. For example, the QM application 260 may determine the
seniority of the agent 120 directly from the contact center data
159 and may determine the evaluation frequency 263 from the
seniority.
[0094] At 530, the evaluation frequency is presented for
confirmation. The evaluation frequency 263 may be presented to the
administrator 290 for confirmation using a GUI. If the
administrator 290 confirms the evaluation frequency, the evaluation
frequency 263 may be associated with the agent 120 in the QM
application 260. The method 800 may then determine an evaluation
frequency 263 for another agent 120.
[0095] FIG. 6 is an illustration of an example method 600 for
automatically configuring a QM application 260 based on data
received from a contact routing system 153. The method 600 may be
implemented by the QM application 260.
[0096] At 610, a contact routing system is interfaced with. A QM
application 260 may interface with the contact routing system 153
as part of configuring the QM application 260.
[0097] At 615, a plurality of agents associated with the contact
center are determined. The plurality of agents 120 may be
determined by the QM application 260 from contact center data 159
received from the contact routing system 153.
[0098] At 620, presence data associated with each agent is
received. The presence data 155 may be received by the QM
application 260 from the contact routing system 153. Depending on
the embodiment, the presence data 155 for an agent 120 may include
a plurality of events, and each event may be associated with a
time.
[0099] At 625, for at least one agent of the plurality of agents, a
coaching frequency may be determined. The coaching frequency 265
may be determined by the QM application 260 using the presence data
155 associated with the at least one agent 120.
[0100] The coaching frequency 265 for an agent 120 may be the
frequency at which the agent 120 is coached by another agent 120 or
a superior. Coaching may include any instruction or guidance
provided to an agent 120 by another agent 120 or superior. By
regularly coaching agents 120 of the contact center 150 the QM
application 260 can ensure that the agents 120 continue to perform
at a high level and are up to date on the most recent contact
center 150 policies and procedures.
[0101] In some embodiments, the QM application 260 may determine
coaching frequency 265 using the presence data 155. Like the
evaluation frequency 263, the QM application 260 may use the
presence data 155 to infer the seniority of the agent 120 and may
determine the coaching frequency 265 based on the seniority of the
agent 120. Generally, the greater the determined seniority of the
agent 120, the lower the coaching frequency 265.
[0102] Alternatively, the QM application 260 may determine the
coaching frequency 263 from one or more of seniority, skills, and
verticals for the agent 120 determined from the contact center data
159. For example, the QM application 260 may determine the
seniority of the agent 120 directly from the contact center data
159 and may determine the coaching frequency 265 from the
seniority.
[0103] At 630, the coaching frequency is presented for
confirmation. The coaching frequency 265 may be presented to the
administrator 290 for confirmation using a GUI. If the
administrator 290 confirms the coaching frequency 265, the coaching
frequency 265 may be associated with the agent 120 in the QM
application 260. The method 900 may then determine a coaching
frequency 265 for another agent 120.
[0104] FIG. 7 is an illustration of an example method 700 for
automatically configuring a QM application 260 based on data
received from a contact routing system 153. The method 700 may be
implemented by the QM application 260.
[0105] At 710, a contact routing system is interfaced with. A QM
application 260 may interface with the contact routing system 153
as part of configuring the QM application 260.
[0106] At 715, a plurality of teams associated with the contact
center are determined. The plurality of agents 120 may be
determined by the QM application 260 from contact center data 159
received from the contact routing system 153. Depending on the
embodiment, the QM application 260 may further determine teams
associated with the contact center 150 and may determine agents 120
associated with each team.
[0107] At 720, for at least one team of the plurality of teams, a
quality form is determined. The quality form 267 may be determined
by the QM application 260 using the contact center data 159. The
quality form 267 may be a quality form template and may be
generated for the at least one team using the method 900 described
in FIG. 9. Other methods may be used.
[0108] At 725, the quality form is presented for confirmation. The
quality form 267 may be presented to the administrator 290 for
confirmation using a GUI. If the administrator 290 confirms the
quality form 267, the form 267 may be associated with the agent 120
in the QM application 260.
[0109] FIG. 8 is an illustration of an example method 800 for
automatically configuring a QM application 260 using workflows. The
method 800 may be implemented by the QM application 260.
[0110] At 805, an application is deployed. The application may be a
QM application 260 and may be deployed on a deployment server 170
by an administrator 290. Depending on the embodiment, the
administrator 290 may have selected the application 260 to deploy
from a plurality of applications made available by an application
server 160.
[0111] At 810, a contact routing system is interfaced with. The QM
application 260 may interface with the contact routing system 153
as part of configuring the QM application 260. The QM application
260 may import data from the contact routing system 153 such as
contact center data 159 and presence data 155. Other types of data
may be imported from the contact routing system 153.
[0112] At 815, the application is configured. The QM application
260 may be configured automatically using one or more workflows and
the data imported from the contact routing system 153. The items of
the QM application 260 that may be configured using workflows may
include determining one or more of agents 120, other employees of
the contact center 150 such as supervisors, evaluators, and quality
analysts, teams, queues, skills, departments of the contact center
150, industry verticals associated with the contact center 150,
departments of the contact center 150, historical contact data, and
historical QM forms used by the contact center. Other items that
may be configured include evaluation frequencies 263, coaching
frequencies 265, calibration frequencies 266, and QM forms 267.
[0113] At 820, some or all of the configured items are validated.
The one or more items may be validated by the administrator 290
through the GUI. Depending on the embodiment, the validated items
may include any configured evaluation frequencies 263, coaching
frequencies 265, calibration frequencies 266, and QM forms 267.
Other configured items may be validated (or not validated).
[0114] FIG. 9 is an illustration of an example method 900 for
generating a template. The method 900 may be implemented by the QM
application 260.
[0115] At 905, a channel is determined. The channel may be a
communications channel associated with the template and may be
determined by the QM application 260. The communication channels
may include email, telephone, SMS, or other channels. The
particular communication channel used by the team may be inferred
by the QM application 260 from the contact center data 159 or the
name of the team, for example. If the QM application 260 cannot
infer the channel the QM application 260 may ask the administrator
290 to clarify the communication channel.
[0116] At 910, a department is determined. The department may be
determined by the QM application 260. The department may be the
department or group associated with the team such as sales or
support. The particular department associated with the team may be
inferred by the QM application from the contact center data 159 or
the name of the team, for example. If the QM application 260 cannot
infer the department the QM application 260 may ask the
administrator 290 to clarify the department.
[0117] At 915, a vertical is determined. The vertical may be
determined by the QM application 260. The vertical may be the
industry associated with the team such as finance or
pharmaceuticals, for example. The particular vertical associated
with the team may be inferred by the QM application from the
contact center data 159 or the name of the team, for example. If
the QM application 260 cannot infer the vertical the QM application
260 may ask the administrator 290 to clarify the vertical.
[0118] At 920, a template is generated. The template may be
generated by the QM application 260. Depending on the embodiment,
the template may be generated by the QM application 260 selecting
the template from a plurality of templates based on the determined
vertical, communication channel, and department. In addition, the
QM application 260 may use the contact center data 159 to populate
data items and/or variables used by the template. After generating
the template for the team, the QM application 260 may present the
generated template for approval to the administrator 290, for
example.
[0119] FIG. 10 shows an exemplary computing environment in which
example embodiments and aspects may be implemented. The computing
system environment is only one example of a suitable computing
environment and is not intended to suggest any limitation as to the
scope of use or functionality.
[0120] Numerous other general purpose or special purpose computing
system environments or configurations may be used. Examples of
well-known computing systems, environments, and/or configurations
that may be suitable for use include, but are not limited to,
personal computers, servers, handheld or laptop devices,
multiprocessor systems, microprocessor-based systems, network
personal computers (PCs), minicomputers, mainframe computers,
embedded systems, distributed computing environments that include
any of the above systems or devices, and the like.
[0121] Computer-executable instructions, such as program modules,
being executed by a computer may be used. Generally, program
modules include routines, programs, objects, components, data
structures, etc. that perform particular tasks or implement
particular abstract data types. Distributed computing environments
may be used where tasks are performed by remote processing devices
that are linked through a communications network or other data
transmission medium. In a distributed computing environment,
program modules and other data may be located in both local and
remote computer storage media including memory storage devices.
[0122] FIG. 10 shows an exemplary computing environment in which
example embodiments and aspects may be implemented. The computing
system environment is only one example of a suitable computing
environment and is not intended to suggest any limitation as to the
scope of use or functionality.
[0123] Numerous other general purpose or special purpose computing
system environments or configurations may be used. Examples of
well-known computing systems, environments, and/or configurations
that may be suitable for use include, but are not limited to,
personal computers, servers, handheld or laptop devices,
multiprocessor systems, microprocessor-based systems, network
personal computers (PCs), minicomputers, mainframe computers,
embedded systems, distributed computing environments that include
any of the above systems or devices, and the like.
[0124] Computer-executable instructions, such as program modules,
being executed by a computer may be used. Generally, program
modules include routines, programs, objects, components, data
structures, etc. that perform particular tasks or implement
particular abstract data types. Distributed computing environments
may be used where tasks are performed by remote processing devices
that are linked through a communications network or other data
transmission medium. In a distributed computing environment,
program modules and other data may be located in both local and
remote computer storage media including memory storage devices.
[0125] With reference to FIG. 10, an exemplary system for
implementing aspects described herein includes a computing device,
such as computing device 1000. In its most basic configuration,
computing device 1000 typically includes at least one processing
unit 1002 and memory 1004. Depending on the exact configuration and
type of computing device, memory 1004 may be volatile (such as
random access memory (RAM)), non-volatile (such as read-only memory
(ROM), flash memory, etc.), or some combination of the two. This
most basic configuration is illustrated in FIG. 10 by dashed line
1006.
[0126] Computing device 1000 may have additional
features/functionality. For example, computing device 1000 may
include additional storage (removable and/or non-removable)
including, but not limited to, magnetic or optical disks or tape.
Such additional storage is illustrated in FIG. 9 by removable
storage 1008 and non-removable storage 1010.
[0127] Computing device 1000 typically includes a variety of
tangible computer readable media. Computer readable media can be
any available tangible media that can be accessed by device 900 and
includes both volatile and non-volatile media, removable and
non-removable media.
[0128] Tangible computer storage media include volatile and
non-volatile, and removable and non-removable media implemented in
any method or technology for storage of information such as
computer readable instructions, data structures, program modules or
other data. Memory 1004, removable storage 1008, and non-removable
storage 1010 are all examples of computer storage media. Tangible
computer storage media include, but are not limited to, RAM, ROM,
electrically erasable program read-only memory (EEPROM), flash
memory or other memory technology, CD-ROM, digital versatile disks
(DVD) or other optical storage, magnetic cassettes, magnetic tape,
magnetic disk storage or other magnetic storage devices, or any
other medium which can be used to store the desired information and
which can be accessed by computing device 1000. Any such computer
storage media may be part of computing device 1000.
[0129] Computing device 1000 may contain communications
connection(s) 1012 that allow the device to communicate with other
devices. Computing device 1000 may also have input device(s) 1014
such as a keyboard, mouse, pen, voice input device, touch input
device, etc. Output device(s) 1016 such as a display, speakers,
printer, etc. may also be included. All these devices are well
known in the art and need not be discussed at length here.
[0130] Returning to FIG. 1, agent(s) 120 and customers 110 may
communicate with each other and with other services over the
network 130. For example, a customer calling on telephone handset
may connect through the PSTN and terminate on a private branch
exchange (PBX). A video call originating from a tablet may connect
through the network 130 terminate on the media server. A smartphone
may connect via the WAN and terminate on an interactive voice
response (IVR)/intelligent virtual agent (IVA) components. IVR are
self-service voice tools that automate the handling of incoming and
outgoing calls. Advanced IVRs use speech recognition technology to
enable customers to interact with them by speaking instead of
pushing buttons on their phones. IVR applications may be used to
collect data, schedule callbacks and transfer calls to live agents.
IVA systems are more advanced and utilize artificial intelligence
(AI), machine learning (ML), advanced speech technologies (e.g.,
natural language understanding (NLU)/natural language processing
(NLP)/natural language generation (NLG)) to simulate live and
unstructured cognitive conversations for voice, text and digital
interactions. In yet another example, Social media, email, SMS/MMS,
IM may communicate with their counterpart's application (not shown)
within the contact center 150.
[0131] The contact center 150 itself be in a single location or may
be cloud-based and distributed over a plurality of locations. The
contact center 150 may include servers, databases, and other
components. In particular, the contact center 150 may include, but
is not limited to, a routing server, a SIP server, an outbound
server, a reporting/dashboard server, automated call distribution
(ACD), a computer telephony integration server (CTI), an email
server, an IM server, a social server, a SMS server, and one or
more databases for routing, historical information and
campaigns.
[0132] The ACD is used by inbound, outbound and blended contact
centers to manage the flow of interactions by routing and queuing
them to the most appropriate agent. Within the CTI, software
connects the ACD to a servicing application (e.g., customer
service, CRM, sales, collections, etc.), and looks up or records
information about the caller. CTI may display a customer's account
information on the agent desktop when an interaction is delivered.
Campaign management may be performed by an application to design,
schedule, execute and manage outbound campaigns. Campaign
management systems are also used to analyze campaign
effectiveness.
[0133] For inbound SIP messages, the routing server may use
statistical data from reporting/dashboard information and a routing
database to the route SIP request message. A response may be sent
to the media server directing it to route the interaction to a
target agent 120. The routing database may include: customer
relationship management (CRM) data; data pertaining to one or more
social networks (including, but not limited to network graphs
capturing social relationships within relevant social networks, or
media updates made by members of relevant social networks); agent
skills data; data extracted from third party data sources including
cloud-based data sources such as CRM; or any other data that may be
useful in making routing decisions.
[0134] The integration of real-time and nonreal-time communication
services may be performed by unified communications (UC)/presence
sever. Real-time communication services include Internet Protocol
(IP) telephony, call control, instant messaging (IM)/chat, presence
information, real-time video and data sharing. Non-real-time
applications include voicemail, email, SMS and fax services. The
communications services are delivered over a variety of
communications devices, including IP phones, personal computers
(PCs), smartphones and tablets. Presence provides real-time status
information about the availability of each person in the network,
as well as their preferred method of communication (e.g., phone,
email, chat and video).
[0135] Recording applications may be used to capture and play back
audio and screen interactions between customers and agents.
Recording systems may capture everything that happens during
interactions and what agents do on their desktops or only selected
interaction types based on configuration. Surveying tools may
provide the ability to create and deploy post-interaction customer
feedback surveys in voice and digital channels. Typically, the
IVR/IVA development environment is leveraged for survey development
and deployment rules. Reporting/dashboards are tools used to track
and manage the performance of agents, teams, departments, systems
and processes within the contact center. Reports are presented in
narrative, graphical or tabular formats. Reports can be created on
a historical or real-time basis, depending on the data collected by
the contact center applications. Dashboards typically include
widgets, gadgets, gauges, meters, switches, charts and graphs that
allow role-based monitoring of agent, queue and contact center
performance. Unified messaging (UM) applications include various
messaging and communications media (voicemail, email, SMS, fax,
video, etc.) stored in a common repository and accessed by users
via multiple devices through a single unified interface.
[0136] It should be understood that the various techniques
described herein may be implemented in connection with hardware or
software or, where appropriate, with a combination of both. Thus,
the methods and apparatus of the presently disclosed subject
matter, or certain aspects or portions thereof, may take the form
of program code (i.e., instructions) embodied in tangible media,
such as floppy diskettes, CD-ROMs, hard drives, or any other
machine-readable storage medium wherein, when the program code is
loaded into and executed by a machine, such as a computer, the
machine becomes an apparatus for practicing the presently disclosed
subject matter. In the case of program code execution on
programmable computers, the computing device generally includes a
processor, a storage medium readable by the processor (including
volatile and non-volatile memory and/or storage elements), at least
one input device, and at least one output device. One or more
programs may implement or utilize the processes described in
connection with the presently disclosed subject matter, e.g.,
through the use of an application programming interface (API),
reusable controls, or the like. Such programs may be implemented in
a high level procedural or object-oriented programming language to
communicate with a computer system. However, the program(s) can be
implemented in assembly or machine language, if desired. In any
case, the language may be a compiled or interpreted language and it
may be combined with hardware implementations.
[0137] Although the subject matter has been described in language
specific to structural features and/or methodological acts, it is
to be understood that the subject matter defined in the appended
claims is not necessarily limited to the specific features or acts
described above. Rather, the specific features and acts described
above are disclosed as example forms of implementing the
claims.
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