TRACKING AND PREVENTING MUTE ABUSE BY CONTACT CENTER AGENTS

摘要

A method and apparatus to detect and prevent mute abuse by contact center agents provided by an application with an event listener in a contact center communication system are described along with various methods and mechanisms for administering the same. Based on predefined thresholds, the event listener can detect and notify a contact center supervisor and/or a systems administrator when certain mute timing thresholds are not met and/or mute timing thresholds are exceeded. If the exceptions provided by the event listener suggest that an agent is deliberately circumventing a metrics scoring system and/or avoiding work by placing a caller on mute rather than accepting and addressing a work item, service observing monitoring, logging, and disciplinary action can occur.

主权项

1. A method, comprising:
setting a threshold value associated with a minimum amount of time required for a call answered in a contact center without abuse of a mute feature; monitoring one or more calls in the contact center; determining whether answered calls among the one or more monitored calls comprise a duration at least equal to the threshold value; and for answered calls among the one or monitored calls having a duration that is less than the threshold value, reporting potential abuse of the mute feature.