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    Method and system determining the complexity of a telephonic communication received by a contact center
    41.
    发明授权
    Method and system determining the complexity of a telephonic communication received by a contact center 有权
    确定由联络中心接收的电话通信的复杂性的方法和系统

    公开(公告)号：US08023639B2

    公开(公告)日：2011-09-20

    申请号：US12079685

    申请日：2008-03-28

    Applicant: Kelly Conway ,  David Gustafson ,  Douglas Brown ,  Christopher Danson

    Inventor： Kelly Conway ,  David Gustafson ,  Douglas Brown ,  Christopher Danson

    IPC: H04M3/00

    CPC classification number: H04M3/5232 ,  H04M2201/14 ,  H04M2201/18

    Abstract: A method of determining the complexity of a telephonic communication received by a contact center is provided. The method comprises the step of establishing a call rule based on one or more of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold. A recorded telephonic communication is received and call attributes associated with the telephonic communication are determined. The call attributes include one or more of the following: call duration data, non-interaction data, distress event data, third party dialog data and call transfer data. The established call rule is compared to the call attributes of the telephonic communication, and data indicative of the complexity of the telephonic communication is generated.

    Abstract translation: 提供了一种确定由联络中心接收的电话通信的复杂性的方法。 该方法包括基于呼叫持续时间阈值，非交互阈值，遇险事件阈值，第三方对话阈值和呼叫转移阈值中的一个或多个建立呼叫规则的步骤。 接收到记录的电话通信并确定与电话通信相关联的呼叫属性。 呼叫属性包括以下一个或多个：呼叫持续时间数据，非交互数据，遇险事件数据，第三方对话数据和呼叫转移数据。 将建立的呼叫规则与电话通信的呼叫属性进行比较，并产生指示电话通信的复杂性的数据。

    Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
    43.
    发明申请
    Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center 有权
    通过分析客户和联络中心之间的电话交互来培训客户服务代表的方法和软件

    公开(公告)号：US20060265090A1

    公开(公告)日：2006-11-23

    申请号：US11365432

    申请日：2006-03-01

    Applicant: Kelly Conway ,  David Gustafson ,  Christopher Danson ,  Keene Capers ,  Douglas Brown

    Inventor： Kelly Conway ,  David Gustafson ,  Christopher Danson ,  Keene Capers ,  Douglas Brown

    IPC: G06F17/00

    CPC classification number: H04M3/5175 ,  G10L15/26 ,  G10L21/0272 ,  G10L25/63 ,  H04M3/08 ,  H04M3/42221 ,  H04M3/5191 ,  H04M7/0057 ,  H04M7/0084 ,  H04M2203/401 ,  H04M2203/403

    Abstract: A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.

    Abstract translation: 提供了一种通过分析客户和联络中心之间的电话通信来训练客户服务代表的计算机程序。 代码段选择至少一个识别标准。 代码段标识对应于所选择的识别标准的预先记录的第一电话通信。 第一电话通信具有与之相关联的第一事件数据。 代码段生成对应于所识别的预先录制的第一电话通信的辅导评估数据。 代码段标识对应于所选择的识别标准的预先记录的第二电话通信。 第二电话通信具有与之相关联的第二事件数据。 代码段将所识别的预先录制的第二电话通信与指导评估数据内的所识别的第一电话通信进行比较。 代码段基于在所述指导评估数据内的所识别的预先录制的第二电话通信与所识别的第一电话通信的比较来生成通知。

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