Dynamic display of real time speech analytics agent alert indications in a contact center

摘要

A real-time speech analytics system (“RSTA system”) detects a speech condition during a call involving a contact center agent and a remote party. Upon detecting the speech condition, an alert message is provided to an alert reporting module (“ARM”), which is configured to access various data to form a RTSA alert. In one embodiment, the RTSA alert is a transient alert indication overlaid on an agent icon on a grid where the agent icon represents the agent and is displayed to a contact center supervisor. Information on the type and severity of the alert may be conveyed by text and non-text images, such as icons, colors, or symbols. A number representing a cumulative number of alert messages received for each agent may be indicated in an alert bubble overlaid on the agent icon. A viewer is able to request detailed alert data upon selecting the alert bubble.

主权项

1. A system for reporting a real-time speech analytics (“RTSA”) alert, comprising:
a real-time speech analytics (“RTSA”) system configured to:
monitor a call leg involving an agent in a contact center for a speech condition, andgenerate an alert message in response to detecting the speech condition involving the agent, wherein the alert message indicates a topic related to the speech condition; and an alert reporting module configured to:
receive the alert message, andgenerate a transient alert indication for display on a workstation screen used by a supervisor of the contact center, wherein the transient alert indication indicates text associated with the topic, wherein the transient alert indication is displayed over an image of the agent, and wherein the text reflects expected speech from the agent that is not detected by the RTSA system.