Functions and associated communication capabilities for a speech analytics component to support agent compliance in a call center

摘要

A command set and associated capabilities are defined for a speech analytics component (“SAC”) in a call center. The speech analytics component is used to monitor speech of an agent and a remote party on a call for the purpose of determining whether the agent is complying with various call center policies or applicable regulations. The command set allows the call handler to instruct the SAC to load a keyword set into memory for future use, apply the keyword set to an indicated call and for an indicated party, to remove use of the keyword set, and to release the keyword set from memory. This allows the SAC to monitor speech as required for a particular context, which is known to the call handler, but not necessarily by the SAC. In this way, efficient use of the SAC processing resource is obtained for various call contexts.

主权项

1. A speech analytics component in a call center comprising:
a first interface for receiving a voice call from a call handler identified by a call reference value, the voice call comprising a first data stream associated with an agent and a second data stream associated with a remote party; a second interface for receiving commands from the call handler; a memory configured to store a plurality of keyword sets; and a microprocessor configured to:
receive the voice call at the first interface associated with the call reference value,receive a first command at the second interface identifying a keyword set from among the plurality of keyword sets, the call reference value, and a party identifier associated with a party comprising at least one of the agent and the remote party, wherein the first command indicates application of the keyword set for analyzing speech of the party on the voice call,analyze the speech from the party using the keyword set identified from among the plurality of keyword sets to determine whether the party speaks a keyword in the keyword set, andprovide an indication over the second interface to the call handler indicating detection of the keyword in the keyword set in the speech from the party.