Integrated contact center systems for facilitating contact center coaching
US 20070198330Al
(19) United States (12) Patent Application Publication (10) Pub. No.: US 2007/0198330 A1 (43) Pub. Date:
Korenblit et al. (54)
INTEGRATED CONTACT CENTER
Publication Classi?cation
SYSTEMS FOR FACILITATING CONTACT CENTER COACHING
(76) Inventors:
Aug. 23, 2007
(51)
Int. Cl. H04M 3/51
(2006.01)
Shmuel Korenblit, San Mateo, CA (US); James Gordon Nies,
(52)
Carmel, IN (US); Ari Volco?, Campbell, CA (US); Damian
(57)
Smith, Alpharetta, GA (U S)
Systems and methods for facilitating contact center coaching are provided. In this regard, a representative integrated
US. Cl. ....................................................... .. 705/11
ABSTRACT
Correspondence Address:
contact center system incorporates a Workforce manager, a
THOMAS, KAYDEN, HORSTEMEYER & RIS LEY, LLP 100 GALLERIA PARKWAY, NW, STE 1750 ATLANTA, GA 30339-5948
quality monitor, and a coaching system. The Workforce
(21) Appl. No.:
11/540,107
(22) Filed:
Sep. 29, 2006
?gured to provide, to the scheduler, at least one quality goal for a Work period of an agent and at least one quality score
for the agent. The coaching system is con?gured to com municate With the Workforce manager, the coaching system
being operative to: receive information, from the quality manager, corresponding to a condition indicating that the agent is failing to meet pre-established criteria; schedule a
Related US. Application Data
(63) Continuation-in-part of application No. 11/359,356, ?led on Feb. 22, 2006.
manager includes a scheduler. The quality monitor is con
coaching meeting With the agent in order to address the condition; and integrate the information corresponding to the condition into a coaching session form.
vK100 CALL ROUTER
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Aug. 23, 2007 Sheet 1 0f 23
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Speech Recognition
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my Word Spotting Method
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Pattern Recognition '
(1050)
CTI, ACD integration
(1070) __
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(320)
Expansion Option (1080)
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Patent Application Publication
Aug. 23, 2007 Sheet 11 0f 23
US 2007/0198330 A1
1100
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RECEIVE INDICATION OF AN AGENT IS NoT MEETING PRE-
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Patent Application Publication
Aug. 23, 2007 Sheet 12 0f 23
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SCHEDULE A COACHING MEETING WITH THE AGENT
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APPEND ACTION ITEMS AND/OR INFORMATION TO THE
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COACHING FORM RESPONSIVE TO THE COACHING MEETING
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Aug. 23, 2007 Sheet 13 0f 23
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US 2007/0198330 A1
Patent Application Publication
Aug. 23, 2007 Sheet 14 0f 23
US 2007/0198330 A1
‘3 Scorecards: Explore: Employee Scolecards - Microsoft Internet Exdoter
(Y) Workforce Optimization
Q RfHIiSH
M
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Job Tlle
Organizalb? Name Creation Dis
One Dale
Completion Me Sui/‘adds Dvta‘ls
Coaching Sassion Type Cnach
'Evuh'za‘ 1 Fmrn Type Evaluation Form Name
FIG. 14
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Patent Application Publication
Aug. 23, 2007 Sheet 15 0f 23
US 2007/0198330 A1
— Microsoft Internet Explorer
Impact
:X'EREFRESH
@PRmT
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@ Attach Evaluation: Employee Name
.JIJh‘nHSmith
Date:
(19) United States (12) Patent Application Publication (10) Pub. No.: US 2007/0198330 A1 (43) Pub. Date:
Korenblit et al. (54)
INTEGRATED CONTACT CENTER
Publication Classi?cation
SYSTEMS FOR FACILITATING CONTACT CENTER COACHING
(76) Inventors:
Aug. 23, 2007
(51)
Int. Cl. H04M 3/51
(2006.01)
Shmuel Korenblit, San Mateo, CA (US); James Gordon Nies,
(52)
Carmel, IN (US); Ari Volco?, Campbell, CA (US); Damian
(57)
Smith, Alpharetta, GA (U S)
Systems and methods for facilitating contact center coaching are provided. In this regard, a representative integrated
US. Cl. ....................................................... .. 705/11
ABSTRACT
Correspondence Address:
contact center system incorporates a Workforce manager, a
THOMAS, KAYDEN, HORSTEMEYER & RIS LEY, LLP 100 GALLERIA PARKWAY, NW, STE 1750 ATLANTA, GA 30339-5948
quality monitor, and a coaching system. The Workforce
(21) Appl. No.:
11/540,107
(22) Filed:
Sep. 29, 2006
?gured to provide, to the scheduler, at least one quality goal for a Work period of an agent and at least one quality score
for the agent. The coaching system is con?gured to com municate With the Workforce manager, the coaching system
being operative to: receive information, from the quality manager, corresponding to a condition indicating that the agent is failing to meet pre-established criteria; schedule a
Related US. Application Data
(63) Continuation-in-part of application No. 11/359,356, ?led on Feb. 22, 2006.
manager includes a scheduler. The quality monitor is con
coaching meeting With the agent in order to address the condition; and integrate the information corresponding to the condition into a coaching session form.
vK100 CALL ROUTER
NETWORK 130
Patent Application Publication
Aug. 23, 2007 Sheet 1 0f 23
AP 17o
120
150
US 2007/0198330 A1
Patent Application Publication
Aug. 23, 2007 Sheet 2 0f 23
US 2007/0198330 Al
SNK
m>O|xE mQ2ZE5w<mO @20
09m
oNN
Q
N.OE
Patent Application Publication
Aug. 23, 2007 Sheet 3 0f 23
US 2007/0198330 A1
m.QE
Patent Application Publication
WZOFEM
Aug. 23, 2007 Sheet 4 0f 23
m.wrDZOkM
mwmm0
US 2007/0198330 A1
omm
A C)
mvQm2O0wm
co\> m
w.QE 3
cwOZmIn PZwoOn=m>_
POZQEP mZOn=2
Patent Application Publication
Aug. 23, 2007 Sheet 5 0f 23
US 2007/0198330 A1
A
m.9“ 0PmOm mO
Patent Application Publication
Aug. 23, 2007 Sheet 6 0f 23
US 2007/0198330 A1
06 +
ZOwmI
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m.0_. ._
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Patent Application Publication
own
Aug. 23, 2007 Sheet 7 0f 23
23> —H ZOwm j +
US 2007/0198330 A1
ZmFOIw>NmEj mo.PMwOmnEw.
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Patent Application Publication
Aug. 23, 2007 Sheet 9 0f 23
oE.P>OmD!QZN¥E
hXmFZO
mOZwIn
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DNEOm w/M~
US 2007/0198330 A1
1o.nw0Enm2 on“
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Patent Application Publication
Aug. 23, 2007 Sheet 10 0f 23
US 2007/0198330 A1
Transcribe Call
(1040) v
‘
Analytics
Function (385)
l”,
Statistical Models of
A
Grammar (1010)
Speech Recognition
Natural Speech Patterns
(1000)
'
(1020)
my Word Spotting Method
(1030)
1!
Pattern Recognition '
(1050)
CTI, ACD integration
(1070) __
Quality Manager
(320)
Expansion Option (1080)
Search Function (1060)
7
Call Replay (1090)
r~~>
Text Display (1092)
v
--------------->
Classify Calls (1062)
v
>
Store Calls (1064)
> Save Searches (1094)
+ Graphical Representation (1066) i
FIG. 10 ‘
3----n»1
Export (1096)
Patent Application Publication
Aug. 23, 2007 Sheet 11 0f 23
US 2007/0198330 A1
1100
4% 1102
RECEIVE INDICATION OF AN AGENT IS NoT MEETING PRE-
J
ESTABLISHED CRITERIA
l SCHEDULE A COACHING MEETING TO ADDRESS THE
1104 j
THE NOTED CONDITION
l SCHEDULE TRAINING FOR THE AGENT, BASED AT LEAST IN PART, ON INFORMATION OBTAINED DURING THE COACHING MEETING SUCH THAT INFORMATION CORRESPONDING TO THE NOTED CONDITION, THE COACHING MEETING AND THE TRAINING IS INTEGRATED INTO A COACHING SESSION FORM
FIG. 11
1106 /
Patent Application Publication
Aug. 23, 2007 Sheet 12 0f 23
US 2007/0198330 A1
1200
1202 TRIGGER A COACHING SESSION WITH AN AGENT
II
‘I204
PROVIDE A COACHING FORM
‘
1206
FILL IN AT LEAST A PORTION OF THE COACHING FORM WITH
J
VARIABLE INFORMATION
I,
1208
SCHEDULE A COACHING MEETING WITH THE AGENT
‘
APPEND ACTION ITEMS AND/OR INFORMATION TO THE
1210
j
COACHING FORM RESPONSIVE TO THE COACHING MEETING
‘I PROVIDE THE AGENT WITH ACCESS TO THE COACHING FORM
FIG. 12
1212
Patent Application Publication
Aug. 23, 2007 Sheet 13 0f 23
1300
W818
mum
usmvgjad
FIG. 13
US 2007/0198330 A1
Patent Application Publication
Aug. 23, 2007 Sheet 14 0f 23
US 2007/0198330 A1
‘3 Scorecards: Explore: Employee Scolecards - Microsoft Internet Exdoter
(Y) Workforce Optimization
Q RfHIiSH
M
me
Job Tlle
Organizalb? Name Creation Dis
One Dale
Completion Me Sui/‘adds Dvta‘ls
Coaching Sassion Type Cnach
'Evuh'za‘ 1 Fmrn Type Evaluation Form Name
FIG. 14
~15 mm!
Ema-What“ Prdcremes Ue?p Logout
E‘.
Ll
Patent Application Publication
Aug. 23, 2007 Sheet 15 0f 23
US 2007/0198330 A1
— Microsoft Internet Explorer
Impact
:X'EREFRESH
@PRmT
j Help
@ Attach Evaluation: Employee Name
.JIJh‘nHSmith
Date:
