Agent desktop management system with agent training
First Claim
Patent Images
1. A method of maintaining and improving a performance level of an agent performing a plurality of tasks, such method comprising the steps of:
- providing a performance threshold for each task of the plurality of tasks;
measuring a performance parameter of the agent in completing each of the plurality of tasks; and
training the agent when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks.
24 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are provided for maintaining and improving a performance level of an agent performing a plurality of tasks. The method includes the steps of providing a performance threshold for each task of the plurality of tasks, measuring a performance parameter of the agent in completing each of the plurality of tasks and training the agent when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks.
57 Citations
42 Claims
-
1. A method of maintaining and improving a performance level of an agent performing a plurality of tasks, such method comprising the steps of:
-
providing a performance threshold for each task of the plurality of tasks;
measuring a performance parameter of the agent in completing each of the plurality of tasks; and
training the agent when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
-
-
14. An apparatus for maintaining and improving a performance level of an agent performing a plurality of tasks, such apparatus comprising:
-
a performance threshold for each task of the plurality of tasks;
means for measuring a performance parameter of the agent in completing each of the plurality of tasks; and
means for notifying a supervisor when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
-
-
27. An apparatus for maintaining and improving a performance level of a plurality of agents performing a plurality of tasks, such apparatus comprising:
-
a performance threshold for each task of the plurality of tasks;
means for measuring a performance parameter of each agent of the plurality of agents in completing each of the plurality of tasks;
means for notifying a supervisor when the measured performance parameter of any agent of the plurality of agents in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks; and
means for sorting the notifications to the supervisor based upon a relative magnitude by which the measured performance parameter exceeded the performance threshold.
-
-
28. An apparatus for maintaining and improving a performance level of an agent performing a plurality of tasks, such apparatus comprising:
-
a performance threshold for each task of the plurality of tasks;
a performance processor adapted to measure a performance parameter of the agent in completing each of the plurality of tasks; and
a display adapted to notify a supervisor when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks. - View Dependent Claims (29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40)
-
-
41. An apparatus for maintaining and improving a performance level of a plurality of agents performing a plurality of tasks, such apparatus comprising:
-
a performance threshold for each task of the plurality of tasks;
a performance processor adapted to measure a performance parameter of each agent of the plurality of agents in completing each of the plurality of tasks;
a display adapted to notify a supervisor when the measured performance parameter of any agent of the plurality of agents in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks; and
a sorting processor adapted to sort the notifications to the supervisor based upon a relative magnitude by which the measured performance parameter exceeded the performance threshold.
-
-
42. A method of maintaining a performance level of an agent performing a plurality of tasks, such method comprising the steps of:
-
providing a reference performance parameter for each task of the plurality of tasks;
measuring a performance parameters of the agent in completing a task of the plurality of tasks; and
comparing the measured performance parameter with the respective reference performance parameter of the task; and
scheduling the agent for training when the measured performance parameters exceeds the respective reference performance parameter.
-
Specification
-
- Resources
Litigation Campaign Assessment
Thank you for your request. You will receive a custom alert email when the Litigation Campaign Assessment is available.
×
-
Current AssigneeAlvaria Cayman
-
Original AssigneeFirstpoint Contact Technologies, LLC (Alvaria Incorporated)
-
InventorsHollatz, Michael C., Dezonno, Anthony, Eitel, Robert T.
-
Granted Patent
-
Time in Patent OfficeDays
-
Field of Search
-
US Class Current705/11
-
CPC Class CodesG06Q 10/06398 Performance of employee wit...H04M 2201/18 ComparatorsH04M 3/5175 Call or contact centers sup...H04M 3/5191 interacting with the InternetH04M 3/523 with call distribution or q...H04M 7/003 Click to dial servicesH04M 7/006 Networks other than PSTN/IS...
