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WO2018064199A3 - System and method for automatic quality management and coaching - Google Patents

System and method for automatic quality management and coaching Download PDF

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Publication number
WO2018064199A3
WO2018064199A3 PCT/US2017/053779 US2017053779W WO2018064199A3 WO 2018064199 A3 WO2018064199 A3 WO 2018064199A3 US 2017053779 W US2017053779 W US 2017053779W WO 2018064199 A3 WO2018064199 A3 WO 2018064199A3
Authority
WO
WIPO (PCT)
Prior art keywords
evaluation
processor
coaching
question
interaction
Prior art date
Application number
PCT/US2017/053779
Other languages
French (fr)
Other versions
WO2018064199A2 (en
Inventor
Amir LEV-TOV
Tamir Tapuhi
Avraham FAIZAKOF
David Konig
Yochai Konig
Original Assignee
Genesys Telecommunications Laboratories, Inc.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US15/282,963 external-priority patent/US10902737B2/en
Priority claimed from US15/282,897 external-priority patent/US10896395B2/en
Application filed by Genesys Telecommunications Laboratories, Inc. filed Critical Genesys Telecommunications Laboratories, Inc.
Publication of WO2018064199A2 publication Critical patent/WO2018064199A2/en
Publication of WO2018064199A3 publication Critical patent/WO2018064199A3/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06398—Performance of employee with respect to a job function
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/105—Human resources
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
    • G09B—EDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
    • G09B7/00—Electrically-operated teaching apparatus or devices working with questions and answers
    • G09B7/06—Electrically-operated teaching apparatus or devices working with questions and answers of the multiple-choice answer-type, i.e. where a given question is provided with a series of answers and a choice has to be made from the answers
    • G09B7/07—Electrically-operated teaching apparatus or devices working with questions and answers of the multiple-choice answer-type, i.e. where a given question is provided with a series of answers and a choice has to be made from the answers providing for individual presentation of questions to a plurality of student stations

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Strategic Management (AREA)
  • Theoretical Computer Science (AREA)
  • Economics (AREA)
  • Physics & Mathematics (AREA)
  • Development Economics (AREA)
  • General Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Educational Administration (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Game Theory and Decision Science (AREA)
  • Educational Technology (AREA)
  • Data Mining & Analysis (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Electrically Operated Instructional Devices (AREA)

Abstract

A method includes: receiving, by a processor, an evaluation form including a plurality of evaluation questions; receiving, by the processor, an interaction to be evaluated by the evaluation form; selecting, by the processor, an evaluation question of the evaluation form, the evaluation question including a rule associated with one or more topics, each of the topics including one or more words or phrases; searching, by the processor, the interaction for the one or more topics of the rule in accordance with the presence of one or more words or phrases in the interaction to generate a search result; calculating, by the processor, an answer to the evaluation question in accordance with the rule and the search result; and outputting, by the processor, the calculated answer to the evaluation question of the evaluation form.
PCT/US2017/053779 2016-09-30 2017-09-27 System and method for automatic quality management and coaching WO2018064199A2 (en)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US15/282,963 2016-09-30
US15/282,963 US10902737B2 (en) 2016-09-30 2016-09-30 System and method for automatic quality evaluation of interactions
US15/282,897 2016-09-30
US15/282,897 US10896395B2 (en) 2016-09-30 2016-09-30 System and method for automatic quality management and coaching

Publications (2)

Publication Number Publication Date
WO2018064199A2 WO2018064199A2 (en) 2018-04-05
WO2018064199A3 true WO2018064199A3 (en) 2018-05-17

Family

ID=61763670

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2017/053779 WO2018064199A2 (en) 2016-09-30 2017-09-27 System and method for automatic quality management and coaching

Country Status (1)

Country Link
WO (1) WO2018064199A2 (en)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20240046191A1 (en) * 2022-07-27 2024-02-08 Nice Ltd. System and method for quality planning data evaluation using target kpis

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20080313090A1 (en) * 2007-06-18 2008-12-18 Leonid Portman Interaction-management methods and platform for client-agent interaction-related environments
US20090253112A1 (en) * 2008-04-07 2009-10-08 Microsoft Corporation Recommending questions to users of community qiestion answering
US20130297625A1 (en) * 2012-05-04 2013-11-07 Pearl.com LLC Method and apparatus for identifiying similar questions in a consultation system
US20140143157A1 (en) * 2012-11-21 2014-05-22 Verint Americas Inc. Design and Analysis of Customer Feedback Surveys
US20160092894A1 (en) * 2014-09-25 2016-03-31 Minghao Lu Visualizing relationships in survey data

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20080313090A1 (en) * 2007-06-18 2008-12-18 Leonid Portman Interaction-management methods and platform for client-agent interaction-related environments
US20090253112A1 (en) * 2008-04-07 2009-10-08 Microsoft Corporation Recommending questions to users of community qiestion answering
US20130297625A1 (en) * 2012-05-04 2013-11-07 Pearl.com LLC Method and apparatus for identifiying similar questions in a consultation system
US20140143157A1 (en) * 2012-11-21 2014-05-22 Verint Americas Inc. Design and Analysis of Customer Feedback Surveys
US20160092894A1 (en) * 2014-09-25 2016-03-31 Minghao Lu Visualizing relationships in survey data

Also Published As

Publication number Publication date
WO2018064199A2 (en) 2018-04-05

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