Patent ID: 8913116

Claim:
A method for improving supervisor efficiency in a contact handling system by automatically identifying and presenting contacts associated with a risk of producing a negative customer response, the method comprising: electronically monitoring real-time communication between an agent and a customer associated with a contact for one or more characteristics of the communication, using a computer programmed to electronically monitor communication; automatically identifying, using the computer, that the contact includes a risk of producing a negative customer response based on the one or more characteristics of the communication; presenting the identified contact to a supervisor; and presenting one or more supervisor actions to the supervisor, wherein the supervisor actions include one or more of: coaching, barging in, and taking over, wherein the contact handling system includes: an agent workstation, which allows an agent to interact with contacts, contact media, supervisors, and the contact handling system; a supervisor workstation, which allows a supervisor to interact with contacts, including agents and contacts, contact media, and the contact handling system; a media server, which handles connection paths for contact media; an automatic contact distributor, which tracks the state of each contact and agent, the automatic contact distributor supplying available agents with waiting contact media; and an interactive voice response unit, which provides pre-recorded audio prompts to incoming voice contact media.