Systems and methods for context drilling in workforce optimization
First Claim
1. A method for providing information to facilitate operations at a customer center, the method comprising the steps of:
- monitoring at least one of;
schedules for agents and key performance indicators (KPIs) of the agents;
responsive to the monitoring, determining at least one of;
whether there is a variance in any of the schedules and whether the KPIs are below a quality threshold; and
responsive to the determining, determining whether to include a drill through option on a graphical user interface that includes root cause information indicating at least one of;
why the variance occurred to the schedule and why the KPIs fell below the threshold.
7 Assignments
0 Petitions
Accused Products
Abstract
The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.
163 Citations
26 Claims
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1. A method for providing information to facilitate operations at a customer center, the method comprising the steps of:
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monitoring at least one of;
schedules for agents and key performance indicators (KPIs) of the agents;responsive to the monitoring, determining at least one of;
whether there is a variance in any of the schedules and whether the KPIs are below a quality threshold; andresponsive to the determining, determining whether to include a drill through option on a graphical user interface that includes root cause information indicating at least one of;
why the variance occurred to the schedule and why the KPIs fell below the threshold. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method for providing information to facilitate operations at a customer center, the method comprising the steps of:
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monitoring for an occurrence of an exception to agent adherence, the agent adherence being determined from agent activities at the customer center; associating the exception with at least some of the agent activities at the customer center; and providing a link associated with the exception, the link providing access to information indicating that the at least some of the agent activities are the root cause of the exception to the agent adherence. - View Dependent Claims (18, 19, 20, 21, 22, 23)
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24. A method for optimizing operations at a customer center, the method comprising the steps of:
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receiving business rules of a campaign, the campaign including the schedule of agents; monitoring quality scores of the agents during the campaign based on the business rules; determining whether the quality scores are below a quality threshold; responsive to the quality scores being below the quality threshold, providing a link that accesses a graphical user interface along with the quality scores, the link being operative to provide the at least some of the agent activities that cause their quality scores to fall below the quality threshold; and responsive to selecting the link, providing the at least some of the agent activities that cause the quality scores to fall below the quality threshold. - View Dependent Claims (25, 26)
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Specification