QUALITY MONITORING AUTOMATION IN CONTACT CENTERS
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United States of America Patent
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Issued Date -
Oct 19, 2017
app pub date -
Apr 19, 2016
filing date -
Apr 19, 2016
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Abstract
A method includes: receiving, by a processor, a question including text; identifying, by the processor, one or more identified topics from a plurality of tracked topics tracked by an analytics system in accordance with the text of the question, the analytics system being configured to perform analytics on a plurality of interactions with a plurality of agents of a contact center; outputting, by the processor, the one or more identified topics; associating, by the processor, one or more selected topics with the question, the selected topics one or more of the identified topics; adding, by the processor, the question and the selected topics to the evaluation form; and outputting the evaluation form.
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