System and method for integrated display of recorded interactions and call agent data

• US 20070206767A1
• Filed: 02/22/2006
• Published: 09/06/2007
• Est. Priority Date: 02/22/2006
• Status: Abandoned Application

• 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
• Application Number:
  US11/359,357
• Publication Number:
  US 20070206767A1
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Methods and systems are provided for viewing call center agent interactions from a window displaying schedule information. In one embodiment, the method comprises the steps of: displaying a timeline; displaying a plurality of agent events, where the agent events include exceptions to an agent activity; displaying each exception in visual correlation with the timeline; and displaying, in visual correlation with the timeline, each of a plurality of agent interactions.

Claims

1. A method of viewing call center agent interactions from a window displaying schedule information, the method comprising the steps of:

displaying a timeline;

displaying a plurality of agent events, where the agent events include exceptions to an agent activity;

displaying each exception in visual correlation with the timeline; and

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

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

displaying the timeline for a specified time period; and

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

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

displaying a plurality of agent activities during a specified time period; and

displaying each activity in visual correlation with the timeline.

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

receiving a user selection of one of the interactions; and

presenting to the user the interaction selected.

5. The method of claim 4, further comprising the step of:

playing an audio portion of the interaction selected.

6. The method of claim 4, further comprising the step of:

displaying a workstation activity portion of the interaction selected.

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

receiving a user selection of one of the plurality of agents; and

recording in real-time an activity of the agent selected.

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

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

displaying a transaction described by the matching sequence.

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

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

10. A system of viewing call center agent interactions from a window displaying schedule information, the system comprising the steps of:

means for displaying a timeline;

means for displaying a plurality of agent events, where the agent events include exceptions to an agent activity;

means for displaying each exception in visual correlation with the timeline; and

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

11. The system of claim 10, further comprising the step of:

means for displaying the timeline for a specified time period; and

means for displaying, in visual correlation with the timeline, each of a plurality of agent interactions during the time period.

12. The system of claim 10, further comprising the steps of:

means for displaying a plurality of agent activities during a specified time period; and

means for displaying each activity in visual correlation with the timeline.

13. The system of claim 10, further comprising the steps of:

means for receiving a user selection of one of the interactions; and

means for presenting to the user the interaction selected.

14. The system of claim 13, further comprising the step of:

means for playing an audio portion of the interaction selected.

15. The system of claim 13, further comprising the step of:

means for displaying a workstation activity portion of the interaction selected.

16. The system of claim 10, further comprising the steps of:

means for receiving a user selection of one of the plurality of agents; and

means for recording in real-time an activity of the agent selected.

17. A computer-readable medium having a program for viewing call center agent interactions from a window displaying schedule information, the program comprising the steps of:

displaying a timeline;

displaying a plurality of agent events, where the agent events include exceptions to an agent activity;

displaying each exception in visual correlation with the timeline; and

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

18. The computer-readable medium of claim 17, the program further comprising the step of:

displaying the timeline for a specified time period; and

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

19. The computer-readable medium of claim 17, the program further comprising the steps of:

displaying a plurality of agent activities during a specified time period; and

displaying each activity in visual correlation with the timeline.

20. The computer-readable medium of claim 17, the program further comprising the steps of:

receiving a user selection of one of the interactions; and

presenting to the user the interaction selected.