System and method for facilitating triggers and workflows in workforce optimization

• US 20070198329A1
• Filed: 06/30/2006
• Published: 08/23/2007
• Est. Priority Date: 02/22/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Keren, Shimon, Lyerly, Thomas, McLean, Nick
• Granted Patent: US 8,112,306 B2
• Time in Patent Office: Days
• US Class Current: 705/7.16
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G09B 7/02 of the type wherein the student is expected to construct an answer to the question which is presented or wherein the machine gives an answer to the question presented by a student
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

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.

Claims

1. A notification process for optimizing operations at a customer center, the method comprising the steps of:

monitoring at least one of schedules for agents, key performance indicators (KPIs) of the agents that measure how well the agents are performing, and scorecards for low performance of the agents;

responsive to the monitoring, determining at least one of whether there is a variance in any of the schedules, whether the KPIs are below a quality threshold, and whether the scorecards indicate low performance of the agents; and

responsive to the determining, providing at least one of a user notification message that notifies a supervisor and the at least one agent that the variance occurred to the schedule, a user notification message that notifies the supervisor and the at least one agent that the KPIs fell below the threshold, and a user notification message that notifies the supervisor and at least one agent that indications of a low performance appeared on the scorecard.

2. The notification process as defined in claim 1, wherein the variance includes a training activity for an identified agent and the user notification message notifies the supervisor and the at least one agent that the training activity has been included into the schedule.

3. The notification process as defined in claim 1, wherein the notification messages include a pop-up screen or a text message.

4. The notification process as defined in claim 1, wherein the notification message includes a date and time that the variance occurred.

5. The notification process as defined in claim 2, wherein determining whether the identified agent has completed the training activity is achieved by receiving a lesson log that includes information about whether the identified agent has completed the training activity.

6. The notification process as defined in claim 2, further comprising determining whether the identified agent has completed the training activity.

7. The notification process as defined in claim 6, further comprising notifying the supervisor and the identified agent that the identified agent has completed or not completed the training activity.

8. The notification process as defined in claim 5, further comprising sending reminder to the identified agent before the training activity is conducted.

9. The notification process as defined in claim 1, further comprising monitoring whether a training activity was assigned to the at least one agent due to the KPI falling below the threshold.

10. The notification process as defined in claim 1, further comprising associating the KPI with the training activity assigned to the at least one agent.

11. The notification process as defined in claim 10, further comprising notifying the at least one agent or the supervisor that the training activity has been assigned to the at least one agent due to the agent'"'"'s KPI.

12. The notification process as defined in claim 1, further comprising:

providing a test that is given to the at least one agent to determine competency in the area associated with the training activity;

receiving a test score of the test; and

notifying the supervisor or at least one agent whether the at least one agent passed or failed the test.

13. The notification process as defined in claim 1, further comprising providing instructions how to potentially reschedule other agents.

14. The notification process as defined in claim 1, further comprising providing evaluation forms which contain the indications of low performance.

15. The notification process as defined in claim 14, further comprising providing a list of recorded interactions associated with the indications of low performance.

16. The notification process as defined in claim 15, further comprising providing play back capabilities for the recorded interactions.

17. The notification process as defined in claim 1, further comprising tracking responses from recipients of the notification messages, the responses including whether the recipients have viewed the message and, if the message has a reply option, tracking any response entered by the user.

18. The system for optimizing operations at a customer center comprising:

a notification system operative to perform the method steps of claim 1.