Timeline visualization for call center processes

• US 20070127695A1
• Filed: 12/02/2005
• Published: 06/07/2007
• Est. Priority Date: 12/02/2005
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Paddock, Henry, Tendick, Patrick, Noyan, Nilay
• Granted Patent: US 7,636,433 B2
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A reporting system is utilized to generate timeline visualization information characterizing a process in a call center. The reporting system comprises a report server, a graphical server, and a database. The report server receives a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, and generates a query to the database. The report server utilizes information retrieved from the database responsive to the query to generate a report for delivery to the user terminal. The report comprises at least one timeline having a plurality of image identifiers associated therewith. The graphical server supplies image files corresponding to respective ones of the image identifiers to the user terminal to thereby permit generation of a visualization of the timeline at the user terminal.

Claims

1. A method of generating timeline visualization information characterizing a process in a call center, utilizing a reporting system comprising a report server, a graphical server, and a database, the method comprising the steps of:

receiving a request for a report, relating to one or more specified aspects of the call center process, in the report server from a user terminal;

generating a query from the report server to the database;

utilizing information retrieved from the database responsive to the query to generate a report for delivery to the user terminal, wherein the report comprises at least one timeline having a plurality of image identifiers associated therewith; and

supplying from the graphical server to the user terminal image files corresponding to respective ones of the image identifiers to thereby permit generation of a visualization of the timeline at the user terminal.

2. The method of claim 1 wherein the timeline comprises a plurality of distinct symbols representative of respective events of the call center process and a plurality of distinct line styles representative of respective states of the call center process.

3. The method of claim 2 wherein the call center process comprises the handling of one or more calls by a particular agent of the call center.

4. The method of claim 3 wherein the events of the call center process comprise one or more of a queued event, an offered to agent event, a completed event, an accepted event, a contact held event, a call disconnected event, and an agent disconnected event.

5. The method of claim 3 wherein the states of the call center process comprise one or more of an in queue state, an alerting state, an active state, an on-hold state and a wrap-up state.

6. The method of claim 1 wherein the graphical server comprises a graphical servlet.

7. The method of claim 1 wherein the report server comprises a reporting platform.

8. The method of claim 1 wherein the report server and the graphical server are implemented on a single processing device.

9. The method of claim 1 wherein the report server and the graphical server are each implemented on separate arrangements of one or more processing devices.

10. The method of claim 1 wherein the request for the report comprises an HTTP request generated in a browser of the user terminal.

11. The method of claim 1 wherein the query generated by the report server to the database comprises an SQL query.

12. The method of claim 1 wherein the image identifiers of the timeline comprise URLs supplied by the database to the report server responsive to the query.

13. The method of claim 1 wherein the graphical server supplies the image files corresponding to respective ones of the image identifiers responsive to one or more requests from a browser of the user terminal.

14. The method of claim 13 wherein for a given such request from the browser of the user terminal, the graphical server generates a query to the database, and receives in response to the query image data associated with at least one of the image files.

15. A reporting system for use in generating timeline visualization information characterizing a process in a call center, the system comprising:

a report server;

a graphical server; and

a database;

the report server receiving a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, generating a query to the database, and utilizing information retrieved from the database responsive to the query to generate a report for delivery to the user terminal;

wherein the report comprises at least one timeline having a plurality of image identifiers associated therewith; and

wherein the graphical server supplies to the user terminal image files corresponding to respective ones of the image identifiers to thereby permit generation of a visualization of the timeline at the user terminal.

16. The system of claim 15 wherein the report server and the graphical server are implemented on a single processing device.

17. The system of claim 15 wherein the report server and the graphical server are each implemented on separate arrangements of one or more processing devices.

18. The system of claim 15 wherein the report server, the graphical server and the database are implemented using one or more processing devices each comprising a processor coupled to a memory.

19. The system of claim 15 wherein the timeline comprises a plurality of distinct symbols representative of respective events of the call center process and a plurality of distinct line styles representative of respective states of the call center process.

20. An article of manufacture comprising a machine-readable storage medium containing one or more software programs for generating timeline visualization information characterizing a process in a call center, utilizing a reporting system comprising a report server, a graphical server, and a database, wherein the one or more software programs, when executed in one or more processing devices, cause the system to perform the steps of:

receiving a request for a report, relating to one or more specified aspects of the call center process, in the report server from a user terminal;

generating a query from the report server to the database;

utilizing information retrieved from the database responsive to the query to generate a report for delivery to the user terminal, wherein the report comprises at least one timeline having a plurality of image identifiers associated therewith; and

supplying from the graphical server to the user terminal image files corresponding to respective ones of the image identifiers to thereby permit generation of a visualization of the timeline at the user terminal.