System and method for determining and utilizing after-call-work factor in contact center quality processes
US11386382B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 17, 2020 |
| Grant date | Jul 12, 2022 |
| Priority date | — |
| Expiry date | Mar 30, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/301
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.