System and method for facilitating triggers and workflows in workforce optimization
First Claim
1. A notification process for optimizing operations at a customer center, the process comprising the steps of:
- defining at least one business goals to satisfy at least one business goal;
planning a campaign to implement the goals;
scheduling and deploying a workforce in accordance with the campaign to produce a plurality of agent-customer interactions;
measuring performance of an agent on at least a portion of the agent-customer interactions to produce a set of quality metrics for the agent;
monitoring the above steps to determine whether the steps were achieved according to the business rules; and
responsive to any one of the above steps having not achieved its business rules, provide to a user a notification message indicative thereof.
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Accused Products
Abstract
The systems and methods described herein provide a notification engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The notification 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.
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Citations
20 Claims
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1. A notification process for optimizing operations at a customer center, the process comprising the steps of:
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defining at least one business goals to satisfy at least one business goal; planning a campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of agent-customer interactions; measuring performance of an agent on at least a portion of the agent-customer interactions to produce a set of quality metrics for the agent; monitoring the above steps to determine whether the steps were achieved according to the business rules; and responsive to any one of the above steps having not achieved its business rules, provide to a user a notification message indicative thereof. - View Dependent Claims (2, 3, 4)
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5. A notification process for optimizing operations at a customer center, the method comprising the steps of:
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monitoring for an event trigger that includes an occurrence of an exception to agent adherence, the agent adherence being determined from agent activities at the customer center; determining whether the triggering event is received; responsive to receiving the trigger event, associating the exception to the agent adherence with the agent activity at the customer center; and provide to an agent a notification message that the exception to the agent adherence occurred. - View Dependent Claims (6, 7, 8, 9, 10, 11, 12, 13)
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14. A notification process 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; and responsive to the quality scores being below the quality threshold, providing to the agents notification messages that their quality scores fell below the quality threshold. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification