Graphical tool, system, and method for visualizing agent performance

• US 20060233349A1
• Filed: 04/26/2005
• Published: 10/19/2006
• Est. Priority Date: 03/22/2005
• Status: Abandoned Application

• Current Assignee: Kim A. Cooper
• Original Assignee: Kim A. Cooper
• Inventors: Cooper, Kim A.
• Application Number:
  US11/115,846
• Publication Number:
  US 20060233349A1
• Time in Patent Office: Days
• US Class Current: 379/265.60
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

An embodiment of a computer-implemented user-interface includes a display of performance metrics indicative of a performance level of a contact center agent, a display of at least one performance threshold, the performance level of the agent being displayed in relation to the performance threshold, and a visual indication of the performance threshold being associated with at least one contribution level of the contact center agent to a contact center. In some embodiments, the display of the performance metrics and the display of the performance threshold are in the form of at least one graphical performance gauge.

Claims

17. A system comprising:

a listener subsystem configured to acquire statistics from at least one contact center data source, said statistics including performance information and expenses information associated with a contact center agent; and

an application subsystem configured to receive said statistics from said listener subsystem, said application subsystem being further configured to

calculate performance metrics based on said statistics, and

transmit data representative of said performance metrics to a client for presentation;

wherein said performance metrics include a visual indication of a relationship between a performance level and expenses associated with the agent.

1. A computer-implemented user interface comprising:

a display of performance metrics indicative of a performance level of a contact center agent;

a display of at least one performance threshold, said performance level of the agent being displayed in relation to said at least one performance threshold; and

a visual indication of said at least one performance threshold being associated with at least one contribution level of the contact center agent to a contact center.

2. The user interface of claim 1, wherein said visual indication indicates that said at least one contribution level comprises at least one of an overhead cost level or a profitability margin level associated with the agent.

3. The user interface of claim 1, wherein said display of said at least one performance threshold and said display of said performance metrics are in the form of at least one graphical performance gauge.

4. The user interface of claim 3, wherein said at least one graphical performance gauge includes a volume gauge, a customer satisfaction gauge, a quality gauge, and an overall performance gauge.

5. The user interface of claim 1, further comprising:

a display of a reward;

a display of a criterion for earning said reward; and

a display of a relationship between said criterion and said performance level of the agent.

6. The user interface of claim 5, further comprising a reward code configured for automatic display upon said performance level of the agent reaching said criterion, said reward code being usable for collecting said reward.

7. The user interface of claim 5, further comprising a reward notice configured for automatic real-time display upon said performance level of the agent reaching said criterion.

8. The user interface of claim 5, wherein said display of said relationship between said criterion and said performance level is configured for real-time presentation, said real-time presentation providing a visual indication of immediate consequences associated with said performance level.

9. The user interface of claim 1, further comprising a status indicator configured to display a current work status of the agent.

10. The user interface of claim 1, further comprising a task indicator configured to display a current task being worked by the agent.

11. The user interface of claim 1, further comprising a bonus chart, said bonus chart including a bonus threshold and said performance level of the agent graphically plotted in relation to one another.

12. The user interface of claim 1, further comprising a display of performance leaders, said performance leaders including agents of a group having the highest performance scores relative to other agents in said group.

13. The user interface of claim 1, further comprising a display of a monetary value, said monetary value being based on a calculated financial contribution of the agent to a contact center.

14. The user interface of claim 13, wherein said financial contribution is calculated based on a number of incidents handled by the agent and overhead costs associated with the agent.

15. The user interface of claim 1, wherein the user interface is configured to present said performance metrics, said performance threshold, and said visual indication in real time.

16. The user interface of claim 1, further comprising a visual indication of a bonus being associated with reaching said at least one performance threshold, wherein said at least one performance threshold is associated with a profitability margin associated with the contact center agent.

18. The system of claim 17, wherein said performance metrics are transmitted to the client for real-time presentation of said performance metrics for consideration by a user of the client.

19. The system of claim 17, wherein said statistics include profitability margin information, and said performance metrics include a second visual indication, said second visual indication illustrating a relationship between said performance level and profitability margin associated with the agent.

20. The system of claim 17, wherein said visual indication is in the form of at least one graphical performance gauge.

21. The system of claim 20, wherein said at least one graphical performance gauge includes a volume gauge, a customer satisfaction gauge, a quality gauge, and an overall performance gauge.

22. The system of claim 17, wherein said application subsystem is configured to:

calculate reward metrics based on said performance level; and

transmit said reward metrics to the client for presentation, wherein said reward metrics include a reward, a criterion for earning said reward, and a visual indicator of a relationship between said criterion and said performance level of the agent.

23. The system of claim 22, wherein said reward metrics include a reward code configured for automatic display upon said performance level of the agent reaching said criterion, said reward code being usable for collecting said reward.

24. The system of claim 22, wherein said reward metrics include a reward notice configured for automatic real-time display upon said performance level of the agent reaching said criterion.

25. The system of claim 22, wherein said visual indicator of said relationship between said criterion and said performance level is configured for real-time presentation, said real-time presentation providing a visual indication of immediate consequences associated with said performance level.

26. The system of claim 17, wherein said performance metrics include a visual indicator of a monetary value of the agent to a contact center, said monetary value being calculated based on said performance information and said expenses information.

27. A method comprising:

acquiring statistics from at least one contact center data source, said statistics including performance information and expenses information associated with a contact center agent; and

calculating performance metrics based on said statistics;

transmitting data representative of said performance metrics to a client; and

presenting said performance metrics in real time for consideration by a user using the client, wherein said performance metrics include a visual indication of a relationship between a performance level and expenses associated with the agent.

28. The method of claim 26, wherein said presenting step includes displaying said visual indication in the form of at least one graphical performance gauge.

29. The method of claim 28, wherein said at least one graphical performance gauge includes a volume gauge, a customer satisfaction gauge, a quality gauge, and an overall performance gauge.

30. The method of claim 26, further comprising:

calculating reward metrics based on said performance level; and

transmitting data representative of said reward metrics to the client; and

presenting said reward metrics in real time for consideration by the user, wherein said reward metrics include a reward, a criterion for earning said reward, and a visual indicator of a relationship between said criterion and said performance level of the agent.

31. The method of claim 30, wherein said step of presenting said reward metrics includes presenting a reward code upon said performance level of the agent reaching said criterion, said reward code being usable for collecting said reward.

32. The method of claim 30, wherein said step of presenting said reward metrics includes presenting reward notice upon said performance level of the agent reaching said criterion.

33. The method of claim 30, wherein said steps of presenting said reward metrics and presenting said performance metrics provide a visual indication of immediate consequences associated with said performance level.

34. The method of claim 26, wherein said calculating step includes determining a monetary value, said monetary value being determined based on said performance information and said expenses information, and wherein said presenting step includes displaying said monetary value for consideration by the user.

27-1. The method of claim 26, wherein said statistics include profitability margin information, and said performance metrics include a second visual indication illustrating a relationship between said performance level and profitability margin associated with the agent, and wherein said presenting step includes presenting said second visual indication for consideration by the user.