公开(公告)号：US20160205250A1

公开(公告)日：2016-07-14

申请号：US14592257

申请日：2015-01-08

Applicant: Avaya Inc.

Inventor： Liam LOFTUS ,  Neil O'CONNOR ,  John MCGREEVY ,  Seamus HAYES

IPC: H04M3/51

Abstract: A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.

Abstract translation: 方法和系统自动确定何时查看代理响应。 由监视装置执行的方法包括接收包括由联络中心接收的请求的请求类型的第一数据。 响应于第一数据，该方法包括自动确定与请求类型相对应的规则，指示代理针对请求类型执行的所需步骤的规则。 该方法包括接收对应于代理使用的响应过程的第二数据，以产生对该请求的响应，响应过程包括由该代理执行该请求所执行的步骤。 响应于第二数据，该方法包括自动确定所执行的步骤是否包括在所执行的响应过程的步骤中。 该方法包括当所执行的响应过程的步骤中不存在所需步骤时，将响应转发给管理设备。