Checkpoint widget for indicating checkpoint status information to an agent in a contact center

摘要

A real-time speech analytics system (“RSTA system”) detects speech in a specific context during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a checkpoint and alert reporting module, which is configured update a checkpoint widget. The checkpoint widget provides visual information as to the status of the checkpoints encountered during the call and is displayed using a computer display associated with a workstation used by the agent handling the call. As checkpoints are encountered during the call, the checkpoint indicators in the widget are modified to reflect occurrence of the checkpoint. Each checkpoint indicator may have text associated with it, informing the user of the nature of checkpoint. The checkpoint widget may be displayed to the agent and/or a supervisor, allowing ready determination of the status of the call.

主权项

1. A system for displaying a checkpoint widget to an agent in a contact center on a computer display, the checkpoint widget indicating a respective status associated with a checkpoint during a voice call processed by a call handler in the contact center, the system comprising:
a workstation used by the agent, the workstation comprising the computer display viewed by the agent, wherein the workstation is configured to display the checkpoint widget to the agent during the voice call, wherein the checkpoint widget represents a plurality of checkpoints and displays a plurality of checkpoint status indicators including a particular checkpoint status indicator reflecting that a keyword spoken by the agent has not been detected; a real-time speech analytics component (“RTSA component”) configured to monitor speech from at least one of the agent and a remote party on the voice call, wherein the RTSA component is configured to generate an event message reporting detection of the keyword spoken by the agent during the voice call; and a checkpoint reporting module comprising a processor configured to:
receive the event message from the RTSA component;ascertain that the event message is associated with a particular checkpoint; andcause the particular checkpoint status indicator associated with the particular checkpoint to be modified on the checkpoint widget displayed on the computer display.