×

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
First Claim
Patent Images

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.

View all claims
  • 7 Assignments
Timeline View
Assignment View
    ×
    ×