Transient Alert Indications for Contact Center Speech Analytics
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Solution Overview
Problem
Contact centers face challenges in effectively monitoring and reporting real-time speech analytics data to supervisors, as current systems overwhelm supervisors with vast amounts of information, making it difficult to quickly assess and respond to compliance violations or positive behaviors during calls.
Innovation Solution
A system that provides transient, graphical alert indications on a supervisor's workstation, using icons, colors, and text to convey real-time speech analytics alerts associated with agents, allowing for quick identification of alert severity and agent involvement, with the option to drill down for further information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If real-time speech analytics data is provided to supervisors, then compliance monitoring is improved, but information overload increases
Solution Approach 1:
The system extracts only the most critical compliance information from the vast amount of speech analytics data and presents it through alert indications. Instead of showing supervisors all speech analytics data, the system identifies and extracts only the portions that indicate compliance violations or significant events, thereby reducing information overload while maintaining effective compliance monitoring.
Solution Approach 2:
The system applies different levels of information detail to different aspects of compliance monitoring. Critical compliance issues are highlighted with prominent alert indications, while routine or less critical information is either aggregated or omitted from the supervisor's view. This local differentiation ensures that supervisors focus their attention on what matters most for compliance.
2Measurement precision
If detailed speech analytics information is displayed, then compliance assessment accuracy is improved, but response time decreases
Solution Approach 1:
The system segments compliance information into distinct categories and priorities. By dividing the complex speech analytics data into segmented alert types (e.g., critical violations vs. minor deviations), the system allows supervisors to quickly assess the most severe issues without needing to review all detailed information, thereby maintaining accuracy while reducing response time.
Solution Approach 2:
The system performs preliminary analysis and triage of speech analytics data before presenting it to supervisors. Compliance issues are pre-sorted and prioritized based on severity and urgency, so that when supervisors receive the information, it is already organized in a way that enables rapid response to the most critical issues without requiring them to wade through detailed data.
3Reliability
If comprehensive speech analytics monitoring is implemented, then compliance coverage is improved, but system complexity increases
Solution Approach 1:
The system introduces an intermediary layer between the speech analytics engine and the supervisor interface. This intermediary component (the alert indication system) simplifies the complex raw speech analytics data into manageable, action-oriented notifications. The intermediary handles the complexity of data processing and translation, shielding supervisors from system complexity while maintaining comprehensive compliance coverage.
Data Source
AI summary
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.