Systems and methods for workforce optimization and integration

• US 20070206768A1
• 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: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Watson, Joseph, Keren, Shimon, Iannone, Jeff, Fama, Jason, Bourne, John, McLean, Nick, Bourke, Mike, Lverly, Thomas, Nies, James, Murray, Ed
• Granted Patent: US 8,108,237 B2
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.

Claims

1. An integrated contact center comprising:

a workforce manager comprising a scheduler; and

a quality monitor configured to provide, to the scheduler, at least one quality goal for a work period and at least one agent quality score,

wherein the scheduler is configured to produce a workforce schedule comprising agent assignments to work activities, wherein the workforce schedule is based at least in part on the at least one quality goal and the at least one agent quality score.

2. The system of claim 1, wherein the workforce schedule is based at least in part on agent skill sets and agent shift preferences.

3. The system of claim 1, wherein the scheduler is further configured to select at least one interaction recording parameter based on a workload forecast input and to provide the recording parameter to the quality monitor.

4. An integrated contact center comprising:

a workforce manager comprising a scheduler and a tracking component; and

a lesson assignment component configured to receive at least one indicator of performance of an agent, and further configured to assign a lesson to the agent based on the at least one indicator.

5. The system of claim 4, wherein the scheduler is further configured to modify a workforce schedule to include a training work activity based on lesson assignment data received from the lesson assignment function.

6. The system of claim 4, wherein the scheduler is further configured to select a time for the training work activity based at least in part on the lesson assignment data.

7. The system of claim 4, further comprising:

an adherence component; and

a lesson presentation function configured to provide, to the adherence component, a log of lessons presented to an agent.

8. The system of claim 4, further comprising a lesson presentation function configured to present a lesson to an agent, and to test the agent on information presented in the lesson, and to provide a test score to the workforce manager.

9. An integrated contact center comprising:

a performance manager configured to receive a plurality of performance indicators and to present the performance indicators in a scorecard; and

a workforce manager comprising an adherence viewer,

wherein the performance manager is further configured to receive a selection of one of the performance indicators, and to invoke an appropriate application based on the selected indicator.

10. The system of claim 9, wherein performance manager is further configured to the invoke the adherence viewer when the selected indicator is derived from adherence information.

11. The system of claim 10, wherein the adherence viewer is configured to display adherence information that is associated with the selected indicator.

12. The system of claim 9, wherein the adherence viewer is configured to invoke the quality manager when the selected indicator is derived from an agent quality score produced by the quality manager.

13. The system of claim 12, wherein the quality manager is configured, when invoked by the performance manager, to present an evaluation form used by the quality manager to produce the agent quality score.

14. The system of claim 9, wherein the adherence viewer is configured to invoke the quality manager when the selected indicator is at least partly derived from an interaction recorded by the quality manager.

15. The system of claim 14, wherein the quality manager is configured, when invoked by the quality manager, to play back the interaction from which the selected indicator is at least partly dervived.

16. The system of claim 10, wherein the adherence viewer is further configured to display, in visual correlation with a timeline, agent interactions during a specified time period.