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- Nachgewiesen in: USPTO Patent Applications
- Sprachen: English
- Document Number: 20230421695
- Publication Date: December 28, 2023
- Appl. No: 17/850481
- Application Filed: June 27, 2022
- Claim: 1. An agent credibility system comprising: a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise: receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.
- Claim: 2. The agent credibility system of claim 1, wherein determining the CDD score comprises: determining that the contact center agent satisfies a criterion for a credibility assessment; retrieving, from the historical agent database, the values of a plurality of credibility assessment factors of the contact center agent for the time interval; calculating the CDD score based on the values of the plurality of credibility assessment factors; and storing the CDD score in a CDD database.
- Claim: 3. The agent credibility system of claim 2, wherein the plurality of credibility assessment factors comprise two or more of: duration of the contact center agent in a contact center, average manager feedback in the time interval, overall average performance trend of the contact center agent for past interactions in the time interval, overall behavior quotient of the contact center agent for past interactions in the time interval, overall customer feedback received by the contact center agent for past interactions in the time interval, escalation count to the supervisor of the contact center agent for past interactions in the time interval, overall agent sentiment for past interactions in the time interval, schedule adherence of the contact center agent for past shifts in the time interval, rewards and recognitions received by the contact center agent in the time interval, a skillset involved for past interactions of the contact center agent in the time interval, and an absenteeism trend of the contact center agent in the time interval.
- Claim: 4. The agent credibility system of claim 2, wherein calculating the CDD score based on the values of the plurality of credibility assessment factors comprises: calculating a confidence interval estimate for each of the plurality of credibility assessment factors; receiving a value of each of the plurality of credibility assessment factors for the recorded interaction; determining a variation from the confidence interval estimate for the value of each of the plurality of credibility assessment factors for the recorded interaction; and computing a sum of the variations.
- Claim: 5. The agent credibility system of claim 4, wherein calculating the CDD score further comprises assigning a weight to each of the plurality of credibility assessment factors, wherein computing the sum of the variations comprises applying the weight to each variation.
- Claim: 6. The agent credibility system of claim 1, wherein the operations further comprise updating the CDD score.
- Claim: 7. The agent credibility system of claim 1, wherein the operations further comprise displaying the CDD score to the supervisor on a supervisor dashboard.
- Claim: 8. The agent credibility system of claim 7, wherein the CDD score is color-coded based on a value of the CDD score.
- Claim: 9. A method of using agent credibility in a contact center, which comprises: receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.
- Claim: 10. The method of claim 9, wherein determining the CDD score comprises: determining that the contact center agent satisfies a criterion for a credibility assessment; retrieving, from the historical agent database, the values of the plurality of credibility assessment factors of the contact center agent for the time interval; calculating the CDD score based on the values of the plurality of credibility assessment factors; and storing the CDD score in a CDD database.
- Claim: 11. The method of claim 10, wherein the plurality of credibility assessment factors comprise two or more of: duration of the contact center agent in a contact center, average manager feedback in the time interval, overall average performance trend of the contact center agent for past interactions in the time interval, overall behavior quotient of the contact center agent for past interactions in the time interval, overall customer feedback received by the contact center agent for past interactions in the time interval, escalation count to the supervisor of the contact center agent for past interactions in the time interval, overall agent sentiment for past interactions in the time interval, schedule adherence of the contact center agent for past shifts in the time interval, rewards and recognitions received by the contact center agent in the time interval, a skillset involved for past interactions of the contact center agent in the time interval, and an absenteeism trend of the contact center agent in the time interval.
- Claim: 12. The method of claim 10, wherein calculating the CDD score based on the values of the plurality of credibility assessment factors comprises: calculating a confidence interval estimate for each of the plurality of credibility assessment factors; receiving a value of each of the plurality of credibility assessment factors for the recorded interaction; determining a variation from the confidence interval estimate for the value of each of the plurality of credibility assessment factors for the recorded interaction; and computing a sum of the variations.
- Claim: 13. The method of claim 12, wherein calculating the CDD score further comprises assigning a weight to each of the plurality of credibility assessment factors, wherein computing the sum of the variations comprises applying the weight to each variation.
- Claim: 14. The method of claim 9, which further comprises updating the CDD score.
- Claim: 15. The method of claim 9, which further comprises displaying the CDD score to the supervisor on a supervisor dashboard, wherein the CDD score is color-coded based on the CDD score.
- Claim: 16. A non-transitory computer-readable medium having stored thereon computer-readable instructions executable by a processor to perform operations which comprise: receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.
- Claim: 17. The non-transitory computer-readable medium of claim 16, wherein determining the CDD score comprises: determining that the contact center agent satisfies a criterion for a credibility assessment; retrieving, from the historical agent database, the values of a plurality of credibility assessment factors of the contact center agent for a time interval; calculating the CDD score based on the values of the plurality of credibility assessment factors; and storing the CDD score in a CDD database.
- Claim: 18. The non-transitory computer-readable medium of claim 17, wherein the plurality of credibility assessment factors comprise two or more of: duration of the contact center agent in a contact center, average manager feedback in the time interval, overall average performance trend of the contact center agent for past interactions in the time interval, overall behavior quotient of the contact center agent for past interactions in the time interval, overall customer feedback received by the contact center agent for past interactions in the time interval, escalation count to the supervisor of the contact center agent for past interactions in the time interval, overall agent sentiment for past interactions in the time interval, schedule adherence of the contact center agent for past shifts in the time interval, rewards and recognitions received by the contact center agent in the time interval, a skillset involved for past interactions of the contact center agent in the time interval, and an absenteeism trend of the contact center agent in the time interval.
- Claim: 19. The non-transitory computer-readable medium of claim 17, wherein calculating the CDD score based on the values of the plurality of credibility assessment factors comprises: calculating a confidence interval estimate for each of the plurality of credibility assessment factors; receiving a value of each of the plurality of credibility assessment factors for the recorded interaction; determining a variation from the confidence interval estimate for the value of each of the plurality of credibility assessment factors for the recorded interaction; and computing a sum of the variations.
- Claim: 20. The non-transitory computer-readable medium of claim 19, wherein calculating the CDD score further comprises assigning a weight to each of the plurality of credibility assessment factors, wherein computing the sum of the variations comprises applying the weight to each variation.
- Current International Class: 04
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