System and method for integrated display of multiple types of call agent data

• US 20070206764A1
• Filed: 02/22/2006
• Published: 09/06/2007
• Est. Priority Date: 02/22/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Keren, Shimon, Iannone, Jeff, Srinivasa, Srivijaya, Nies, James
• Granted Patent: US 8,670,552 B2
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: G06F 11/3466 Performance evaluation by tracing or monitoring
• CPC Class Codes: G06F 2201/86 Event-based monitoring
• CPC Class Codes: G06F 2201/87 Monitoring of transactions
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Method and systems are presented for presenting multiple activities associated with one of a plurality of call center agents correlated in time. In one embodiment, the method comprises the steps of: determining at least one of the agents to be displayed; and displaying activity information in visual correlation with a timeline. The activity information includes a first plurality of activities originating from a first source and a second plurality of activities originating from a second source. Each of the activities is associated with the at least one agent.

Claims

1. A method for presenting multiple activities associated with one of a plurality of call center agents correlated in time, the method comprising the steps of:

determining at least one of the agents to be displayed; and

displaying activity information in visual correlation with a timeline, the activity information including a first plurality of activities originating from a first source and a second plurality of activities originating from a second source, each of the activities associated with the at least one agent.

2. The method of claim 1, further comprising the steps of:

determining whether at least one of the first or second activities complies with a predefined policy; and

displaying an exception if the transaction does not comply with the policy.

3. The method of claim 1, wherein the first plurality of events are Computer Telephony Integration-triggered events, and the second plurality of events are workstation-triggered events.

4. The method of claim 1, wherein the first plurality of events are of a call state type, and the second plurality of events are of a workstation activity type.

5. The method of claim 1, further comprising the steps of:

receiving a first plurality of events describing a call center agent activity of a first type, each of the first plurality of events indicating an agent identifier and an occurrence time; and

receiving a second plurality of events describing a call center agent activity of a second type, each of the second plurality of events indicating an agent identifier and an occurrence time.

6. The method of claim 1, wherein the receiving a first plurality of events further comprises the steps of:

receiving call state events, each call state event comprising a phone identifier and an occurrence time; and

determining one of the call center agents associated with the phone identifier.

7. The method of claim 1, wherein the receiving a second plurality of events further comprises of:

receiving workstation activity events, each workstation activity event comprising a workstation identifier and an occurrence time; and

determining one of the call center agents associated with the workstation identifier.

8. The method of claim 1, wherein the displaying step further comprises:

displaying a timeline axis comprising a plurality of time periods;

displaying each of the first plurality of events on a first line along the axis such that the occurrence time for each of the first plurality of events is visually correlated with the corresponding time period of the timeline axis; and

displaying each of the workstation activity events on a second line along the axis such that the occurrence time for each of the second plurality of events is visually correlated with the corresponding time period of the timeline axis.

9. The method of claim 1, further comprising the steps of:

matching a sequence of events within the received activity information with one of a plurality of transaction definitions; and

displaying a transaction described by the matching sequence.

10. The method of claim 1, further comprising the steps of:

displaying, in visual correlation with the timeline, each of a plurality of agent interactions.

11. A computer-readable medium having a program for presenting multiple activities associated with one of a plurality of call center agents correlated in time, the program comprising the steps of:

determining at least one of the agents to be displayed; and

displaying activity information in visual correlation with a timeline, the activity information including a first plurality of activities originating from a first source and a second plurality of activities originating from a second source, each of the activities associated with the at least one agent.

12. The computer-readable medium of claim 11, the program further comprising the steps of:

determining whether at least one of the first or second activities complies with a predefined policy; and

displaying an exception if the transaction does not comply with the policy.

13. The computer-readable medium of claim 11, wherein the first plurality of events are Computer Telephony Integration-triggered events, and the second plurality of events are workstation-triggered events.

14. The computer-readable medium of claim 11, wherein the first plurality of events are of a call state type, and the second plurality of events are of a workstation activity type.

15. The computer-readable medium of claim 11, the program further comprising the steps of:

receiving a first plurality of events describing a call center agent activity of a first type, each of the first plurality of events indicating an agent identifier and an occurrence time; and

receiving a second plurality of events describing a call center agent activity of a second type, each of the second plurality of events indicating an agent identifier and an occurrence time.

16. The computer-readable medium of claim 11, wherein the displaying step further comprises:

displaying a timeline axis comprising a plurality of time periods;

displaying each of the first plurality of events on a first line along the axis such that the occurrence time for each of the first plurality of events is visually correlated with the corresponding time period of the timeline axis; and

displaying each of the workstation activity events on a second line along the axis such that the occurrence time for each of the second plurality of events is visually correlated with the corresponding time period of the timeline axis.

17. A method for presenting multiple activities associated with one of a plurality of call center agents correlated in time, the method comprising the steps of:

receiving call state events, each call state event indicating an agent identifier and an occurrence time;

receiving workstation activity events, each workstation activity event indicating an agent identifier and an occurrence time;

determining at least one of the agents to be displayed; and

displaying information, in correlation with a timeline, about each of the call state events and workstation activity events that are associated with the selected agent.

18. The method of claim 17, further comprising the steps of:

determining whether at least one of the first or second activities complies with a predefined policy; and

displaying an exception if the transaction does not comply with the policy.

19. The method of claim 17, wherein the each call state event indicates an agent identifier and an occurrence time, and wherein each workstation activity event indicates an agent identifier and an occurrence time.

20. The method of claim 17, wherein the displaying step further comprises:

displaying a timeline axis comprising a plurality of time periods;

displaying each of the call state events on a first line along the axis such that the occurrence time for each call state event is visually correlated with the corresponding time period of the timeline axis; and

displaying each of the workstation activity events on a second line along the axis such that the occurrence time for each workstation activity event is visually correlated with the corresponding time period of the timeline axis.