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Systems and methods for context drilling in workforce optimization

  • US 20070195944A1
  • Filed: 09/27/2006
  • Published: 08/23/2007
  • Est. Priority Date: 02/22/2006
  • Status: Active Grant
First Claim
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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.

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