Noble Systems Corporation

Rajesh S Daddi

Karl H Koster

Jason P Ouimette

Patrick McGuire McDaniel

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.

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

A speech analytics system detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the speech analytic system and transmitted to a checkpoint and alert reporting module, which is configured to generate and update a checkpoint widget displayed to the agent. The checkpoint widget provides visual information regarding the status of the checkpoints encountered during the call. Checkpoint widgets may be stored for each call handled by an agent, and subsequently may be requested for display to a supervisor for reviewing of the agent's performance. Upon providing appropriate filter information, the selected widgets may be displayed using a time-line. By selecting a particular checkpoint indicator on a widget, audio from the call associated with that checkpoint is retrieved and streamed to the supervisor, thus allowing auditory review of that portion of the call.

Reviewing call checkpoints in agent call recording in a contact center

A real-time speech analytics system ('RSTA system') detects speech 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 to generate and update a checkpoint widget displayed to the agent. The checkpoint widget provides visual information regarding the status of the checkpoints encountered during the call. Checkpoint widgets may be stored for each call handled by an agent, and subsequently may be requested for display to a supervisor for reviewing of the agent's performance. Upon providing appropriate filter information, the selected widgets associated with the agent are displayed. By selecting a particular checkpoint indicator on a widget, audio from the call associated with that checkpoint is retrieved and streamed to the supervisor, thus allowing auditory review of that portion of the call.

Reviewing call checkpoints in agent call recordings in a contact center

A training portal facilitates an agent's management of training courses, including reviewing a training goal, indicating training courses available for the agent to download, downloading a specified training course to the agent, and receiving uploaded test results associated with a previously downloaded training course. The training portal may cooperate with an e-learning system for identifying downloadable courses, and may cooperate with a content delivery system for receiving the specified course which is to be downloaded to the agent. At a subsequent time, after the agent has interacted with a testing portion of the downloadable course, the agent may upload the test results to the portal. The training portal may be configured to receive test results uploaded within a certain time period. Once the training portal receives the test results, it provides the test results to the content delivery source. The content delivery source may then update the e-learning system.

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Suwanee, GA, United States of America

Rajesh S Daddi